Customer Success Manager

Reports to: Head of Customer Success Work alongside: CEO, CRO, Sales, Product & Engineering

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.

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 Help refine our customer success playbook, processes, and service offerings as the team scales Develop risk-mitigation plans for at-risk accounts and execute win-back strategies Collaborate with reseller/implementation partners to ensure consistent delivery and adherence to SLAs

: 2+ years of experience in Customer Success, Account Management, Implementation, or a client-facing role within a SaaS/software company ( EdTech experience required ) Fluent in English Based in Amsterdam or within a commutable distance Strong project-management skills and attention to detail Comfortable working cross-functionally with Product, Engineering, and Sales Data-driven mindset: able to interpret usage signals, adoption metrics, and customer health indicators Strong communication skills (written and verbal) and confidence presenting to senior stakeholders Self-driven, highly motivated, and excited about improving higher education with technology Familiarity with CRM and Customer Success platforms (HubSpot, Vitally) is a plus

Competitive base salary Flexible setup based in or near Amsterdam, with autonomy and collaboration Flexible schedule and a “no strict 9–5” mentality, with real respect for work–life balance. Collaborate daily with a high-performing, experienced team where your ideas are valued Opportunity to shape our customer success function and influence product direction Work on innovative AI solutions that create real impact for educators and students Growth opportunities in a fast-growing company