Serve as a trusted advisor to educators, librarians, and institutional partners throughout the customer lifecycle.
Play a vital role in post-sale engagement demonstrating the value of our digital learning platforms.
Lead onboarding and training sessions, ensuring long-term customer satisfaction and success.
Align customer success activities with business goals to drive digital adoption and deepen engagement across our platforms.
Support scalable success frameworks, monitor customer health metrics, and implement proactive engagement strategies to reduce churn and increase satisfaction.
Collaborate with Sales, Marketing, Product, and Technical Support teams to ensure a seamless and impactful customer journey.

Educated to graduate level or equivalent relevant work experience
Proven experience in training, customer support, or solutions-based roles, ideally within EdTech, SaaS, or publishing industries.
Strong understanding of digital learning tools within academic libraries, higher education or ELT landscape is highly desirable.
Excellent presentation and public speaking skills, with experience delivering both virtual and in-person training.
Demonstrated ability to absorb and maintain extensive product knowledge across a diverse portfolio.
Proficiency with Microsoft Office 365, Salesforce (or similar CRM), Learning Management Systems (LMS), data visualization tools, and video capture software.
Strong customer orientation with a track record of delivering high-quality service and building effective relationships.
Excellent problem-solving, communication, and collaboration skills.
Familiarity with data integration and customer onboarding workflows.
Demonstrated integrity, emotional intelligence, and a commitment to customer satisfaction.

Customer Success Specialist – Maternity Cover

Key skills