Job Description

We are looking for a proactive and organised Customer Success Manager (Consultant) to independently manage our portfolio of 10,000+ school customers.

You will sit within the Customer Service team and assist with complex tickets, but your primary focus will be leading on Customer Success and nurturing account relationships. With over 80,000 seats across 10,000 schools, you won't just be emailing individuals; you will be building workflows and using automation to communicate with our customers at scale, removing friction from their journey and maximizing the value they get from Wordwall.

Our Mission

Our mission at Wordwall is to simplify the lives of teachers by providing an easy-to-use platform for creating interactive games and worksheets. We automate the resource design process, allowing educators to focus on delivering engaging content. We are originally a UK-based company, but we have colleagues all across the world and work fully remotely.

Key Responsibilities

1. Proactive retention & renewal management

Own the renewal process for school accounts
Contact customers in advance of their contract end-dates to discuss renewal options and ensure retention
Design and manage automated email workflows to remind administrators about upcoming renewals
Monitor usage data to identify "at-risk" schools (low usage) and intervene before they churn

2. Onboarding & adoption

Engage with new school customers immediately after subscription to ensure they are set up correctly
Drive adoption by ensuring purchased licenses are actually assigned to teachers
Create resources or templates that help school administrators understand how to get the most out of the platform

3. Financial administration & friction removal

Act as the bridge between the School and our Finance team to ensure smooth payment processing
Investigate and resolve payment discrepancies, specifically matching bank payments to open invoices to prevent service interruption
Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers to purchase

4. Specialized customer support

Handle a portion of the general support queue, specifically focusing on tickets related to school plans, license management, and billing
Serve as an escalation point for complex B2B queries from the wider support team

Requirements

Essential:

Location: Must be based in the Philippines or in India
Must be legally authorised to work in current location
Experience: Minimum of 3 years’ experience in Customer Success, Account Management, or a B2B Customer Support role (SaaS experience preferred)
Commercial mindset: Understanding of the customer lifecycle and the importance of churn reduction
Tech-savvy & process oriented: Comfortable working with data and CRM tools. You are capable of managing workflows for thousands of customers, not just one-off emails
Financial literacy: Comfortable dealing with invoices, purchase orders, and basic reconciliation tasks
Communication: Excellent written and spoken English (C1 / C2 level) with the ability to negotiate and persuade, not just troubleshoot
Remote work: Proven ability to work independently in a fully remote environment with a reliable internet connection, computer and workspace

Desirable:

Experience using support / CRM platforms (e.g., Zendesk, Intercom, HubSpot) to set up automated sequences or macros
Experience in the EdTech sector or working with schools (understanding school budget cycles and procurement processes)
Background in identifying upsell opportunities (e.g., noticing a school needs more seats and facilitating that growth)

Measuring Your Success

Renewal rate: The percentage of school clients who renew their contracts
Churn reduction: Keeping school cancellations below a set target
Onboarding success: The percentage of new schools that have active teachers within 30 days of purchase
Administrative efficiency: Speed of resolving invoice/payment matching queries

Recruitment Process

Introduction call with our HR team
Take home assessment
Interview and assessment presentation with our senior team

Start Date

Immediate start

Benefits

30 days' holiday per year
100% remote and flexible working #LI-Remote
Social events and annual meet ups