Customer Success Manager

Job description

We are a global learning platform on a mission to motivate every learner by empowering every educator. From K–12 classrooms and universities to corporate training settings, our platform is trusted in over 150+ countries by 75 million monthly active users. In the U.S., 90% of schools use Wayground to engage students and transform learning through technology. Wayground is a high-growth, profitable SaaS company backed by leading investors including Tiger Global, GSV, and Nexus Venture Partners. This Customer Success Manager role focuses on partnering with K-12 schools across the U.S. It’s a high-scale position managing a large volume of accounts, each with a varying Annual Recurring Revenue (ARR). Our approach combines strong data insights and the use of sophisticated Customer Success tools to enhance the educational journey and achieve strategic goals. ### What you'll do: - **Own the Renewal Process:** Proactively manage and drive renewals for your accounts, ensuring a seamless and positive experience to maintain long-term partnerships - **Strategic Stakeholder Engagement:** Build and nurture relationships with key customer stakeholders to identify their priorities, address concerns, and highlight the value of our solutions - **Deliver Value-Driven Conversations:** Regularly demonstrate the ROI and impact of our products by aligning customer goals with our platform's capabilities to reinforce the value proposition - **Mitigate Churn Risks:** Identify at-risk accounts early through health checks and engagement signals, and implement tailored action plans to re-engage and retain them - **Uncover Growth Opportunities:** Partner with customers to identify ways to expand adoption, upsell additional offerings, and drive deeper product usage that aligns with their strategic objectives - **Collaborate for Success:** Work cross-functionally with Sales, Onboarding, and Support teams to ensure customers achieve success and meet milestones that lead to retention and growth - **Track & Report Progress:** Monitor key metrics (e.g., product adoption, usage, health scores) to track progress, report outcomes, and guide conversations that drive retention and expansion ### Who you are: - 2+ years of customer success experience with US market exposure. - Experience in consumer products in the ed-tech sector is a bonus. - Excellent written communication skills and impeccable grammar. - Working with CRMs such as Salesforce, Gainsight, or Zendesk.