Customer Success Manager (Consultant)

About

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 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

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

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

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

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