Reports to: Head of Customer Success

Work alongside: CEO, CRO, Sales, Product & Engineering

Job Description

LearnWise.ai is a scale-up modernizing educational institutions with virtual assistants, instructor efficiency, and student engagement solutions for higher education institutions.

We’re looking for an inspired and enthusiastic Customer Success Manager to join our team full-time. You’ll own the client journey from onboarding through renewal, build strong relationships with users and stakeholders, and help shape our customer success playbook as we scale.

This role is ideal for someone who speaks English fluently, enjoys building relationships, and can balance strategic account ownership with hands-on delivery.

What you’ll do:

Customer Onboarding & Adoption (45%)

• Lead end-to-end onboarding for new higher-ed clients: kick-off planning, POC execution, and coordination of technical integrations (Canvas, Brightspace, Moodle, etc.)
• Deliver training workshops and build tailored success resources (playbooks, video guides, FAQs)
• Track and drive key adoption metrics (engagement rates, feature usage) to maximize client value
• Proactively monitor account health, identify blockers, and coordinate internal support to resolve them

Relationship Management & Retention (40%)

• Serve as the primary point of contact for assigned accounts—regular check-ins, success reviews, and QBRs
• Build trusted relationships with administrators, faculty, and other stakeholders
• Surface expansion and upsell opportunities through usage insights, outcomes, and roadmap alignment
• Coordinate with internal teams (Product, Engineering, Sales) to prioritize and resolve client needs
• Support renewals by ensuring measurable impact and strong stakeholder alignment

Feedback & Strategy (15%)

• Gather and synthesize customer feedback to inform product roadmap, pricing, and service tiers