Customer Success Manager

****IMPORTANT****

Qualification:
Mid+ (5yrs+)

English:
Fluent

Contract:
PJ

Compensation:
Salary + Bonus, depending on experience.

Location:
Hybrid, 3+ days onsite Sao Paulo (Zona Sul) - Availability for travel nationwide (evenings/weekends as needed)

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Customer Success Manager (CSM) – in Education

About Us

Our company is an established K-12 School with a global presence through strategic partnerships across multiple regions. We deliver comprehensive educational programs directly to students while also collaborating with institutional partners to broaden our reach and impact. As we continue our growth trajectory and enhance our operational capabilities, we're seeking passionate professionals who share our commitment to learner success and will help us build innovative, technology-enabled education solutions.

Job Overview

In this role, you will be responsible for ensuring the success of partner schools (B2B) and direct students (B2C) throughout the entire post-sales journey. You'll own the relationship with schools and families after the sales handoff, orchestrating onboarding, adoption, support, and ongoing enablement across Customer Success, Training, and Support teams. As a key leader in our customer-facing organization, you'll drive engagement, retention, and growth while ensuring our programs deliver measurable academic and experiential value for learners and partners.

Key Responsibilities

• Lead onboarding of B2B partner schools and B2C students with a high-touch approach, defining and monitoring success plans and ensuring complete training on processes, platforms (LMS), and methodologies to achieve rapid time-to-first-value.
• Drive product adoption and customer health by tracking usage and engagement metrics, identifying risk signals, and leading QBRs/JBPs with school leadership to align goals, review results, and execute action plans.
• Own student success motions by implementing early-alert rules, outreach cadences, and coaching/persistence tactics, and bringing learner outcomes and stories into value conversations with partners.
• Coordinate the school visit strategy and staffing together with the Academic team, and act on visit feedback to continuously improve the customer experience.
• Oversee LMS/SIS support operations based on structured workflows, ensuring fast and transparent incident resolution and maintaining a knowledge base that reduces repeat issues and feeds into training and product improvements.
• Identify and qualify expansion (cross-sell and upsell) and renewal opportunities based on adoption, results, and satisfaction, partnering closely with Sales on pricing, negotiation, and closing.
• Systematize the voice of the customer by consolidating insights from QBRs, support, and direct interactions, translating them into strategic inputs for Product, Instructional Design, and Technology, and coordinating enablement on new features and releases.
• Manage sensitive and complex situations with schools and families, de-escalating conflicts and aligning on clear next steps while preserving trust and partnership.
• Lead and integrate the Customer Success, Support, and Training teams to deliver a seamless, consistent customer success journey across all touchpoints.
• Define, track, and report key success metrics (e.g., time-to-first-value, engagement and usage trends, support quality, and retention), ensuring accountability and continuous improvement across sub-teams.

Qualifications

• 5+ years in customer success, account management, operations, or related roles, preferably in education or EdTech, managing both B2B partners and B2C student journeys.
• Proven experience leading customer-facing and cross-functional teams, including designing customer journeys and success plans that turn data and feedback into action.
• Experience managing a small team (3–8 people), including goal-setting, feedback, and coaching.
• Hands-on experience with LMS/SIS platforms and support/service desk operations; experience with structured support processes and knowledge base management (e.g., ITIL, KCS, or similar approaches is a plus).
• Excellent communication and stakeholder management skills, able to build high-trust relationships with school leadership, families, and internal teams across Sales, Academic, Product, Technology, and Operations.
• Strong conflict management and negotiation skills, with experience handling escalations and difficult conversations with customers while maintaining trust and respect.
• Strong analytical and process-oriented mindset, capable of interpreting adoption, engagement, and support metrics to design scalable workflows and drive continuous improvement.
• Fluency in English, both written and verbal; additional languages are a plus.
• Ownership mindset with strong problem-solving skills and a proactive, solution-oriented approach in a fast-growing environment.

What We Offer

• A culture in a constantly growing segment with continuous learning opportunities.
• Full scholarship for direct dependents in WorldEd's International programs.
• Total Pass wellness and quality of life benefit.
• Hybrid work model: 3+ days onsite Sao Paulo (Zona Sul) - Availability for travel nationwide.
• Parking at our headquarters.
• Compensation plan, consisting of a fixed monthly amount + bonus tied to goals, under a contract model (PJ legal entity).

If you're passionate about driving partner and student success, have a talent for building high-trust, data-informed relationships, and excel at orchestrating cross-functional teams to deliver outcomes, we want to hear from you