Note: The job is a remote job and is open to candidates in USA. Everway is a company dedicated to creating technology that helps everyone understand and be understood, promoting a neuroinclusive world. The Manager of Customer Success will lead the Customer Success team to help customers achieve value from products while supporting retention, adoption, and long-term growth.
Responsibilities
- Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively
- Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members
- Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints
- Standardise customer communications, templates, and success planning approaches across customer segments
- Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development
- Manage key customer relationships, helping customers realise value from their investment and supporting product adoption
- Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness
- Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities
- Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement
- Support workforce planning and operational readiness during periods of increased customer demand
Skills
- 5+ years of experience in Customer Success, account management, or a related customer-facing role within a SaaS environment
- Experience leading teams and coordinating work across cross-functional stakeholders
- Experience developing and improving customer lifecycle processes, customer engagement programs, or customer success operations
- Demonstrates a customer-focused approach and uses customer insight to inform decisions and improvements
- Strong analytical capability, using data, performance metrics, and structured problem-solving approaches to support decision-making
- Strong organizational skills and attention to detail
- Communicates clearly and effectively with customers, colleagues, and stakeholders across a range of communication channels
- Experience using data, reporting tools, automation, or AI-enabled solutions to improve customer outcomes, team effectiveness, or operational performance
- Experience managing customer success programmes within a growing SaaS organization
- Experience managing strategic or enterprise customer relationships
- Experience developing customer success frameworks, success plans, or customer segmentation models
- Familiarity with Customer Success platforms, CRM systems, and customer health monitoring tools
- Experience within EdTech or supporting educational institutions
- Degree or equivalent experience in a related field
Benefits
- Bonus opportunities
- Flexible work schedules
- Comprehensive health and wellness benefits
- Flexible time off plans
- Career growth through development programs
- A collaborative, innovative culture where your ideas matter
Company Overview