Customer Success Manager (Remote)

Company Description

Listenwise provides an engaging and innovative platform for teaching grade-level curriculum while developing listening skills. By integrating podcasts, visuals, and videos, Listenwise offers multiple ways for students to engage with meaningful content. The platform supports comprehension with extensive scaffolding, ensuring rigor is maintained. Listenwise is a valuable resource that enhances learning for both students and educators.

The Role:

The Customer Success Manager is responsible for providing the tools and support our customers need to effectively use Listenwise and LingoLift, ensuring their continued renewal and expansion. From training new customers to providing tech support, this role’s focus is to make sure teachers are happy with our products throughout the customer journey, managing both the day-to-day operations but also strategically planning for the future.

Key Responsibilities:

● Manage all support channels like Zendesk support tickets and help center articles, along with Userflow in-product messaging

● Develop and deliver training materials for virtual and in-person product onboarding and professional development workshops

● Monitor and report KPIs related to customer usage and account health in Vitally. Manage operations of Vitally (CS platform) and maintain automated workflows and playbook to improve product usage and customer retention.

● Build and manage the annual survey to track NPS and gather customer feedback, analyzing the data to provide customer insights for the team’s future strategic plans

● Collaborate with Account Management to implement the most effective customer support and outreach to maximize teacher usage and increase renewals

● Work closely with Product team, acting as the voice of the customer to resolve bugs and help inform the product roadmap

What we’re looking for

• Fluent English (written and spoken) is required.

• Ideally based in Latin America, with Spanish as a strong plus.

Application Notes

• Also open to candidates based in the US.

• May involve occasional travel to the US.

Compensation

We can offer a fixed salary + variable compensation, tied to renewals and performance.