Manager, Customer Success

About the role

The Manager of Customer Success leads Everway's Customer Success team, helping customers achieve value from our products while supporting retention, adoption, and long-term growth. The role combines team leadership, operational management, customer lifecycle optimization, and strategic customer engagement.

Main responsibilities

• Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively.
• Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members.
• Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints.
• Standardize customer communications, templates, and success planning approaches across customer segments.
• Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development.
• Manage key customer relationships, helping customers realise value from their investment and supporting product adoption.
• Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness.
• Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities.
• Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement.
• Support workforce planning and operational readiness during periods of increased customer demand.

Essential criteria

• 5+ years of experience in Customer Success, account management, or a related customer-facing role within a SaaS environment.
• Experience leading teams and coordinating work across cross-functional stakeholders.
• Experience developing and improving customer lifecycle processes, customer engagement programs, or customer success operations.
• Demonstrates a customer-focused approach and uses customer insight to inform decisions and improvements.
• Strong analytical capability, using data, performance metrics, and structured problem-solving approaches to support decision-making.
• Strong organizational skills and attention to detail.
• Communicates clearly and effectively with customers, colleagues, and stakeholders across a range of communication channels.
• Experience using data, reporting tools, automation, or AI-enabled solutions to improve customer outcomes, team effectiveness, or operational performance.

Desirable criteria

• Experience managing customer success programmes within a growing SaaS organization.
• Experience managing strategic or enterprise customer relationships.
• Experience developing customer success frameworks, success plans, or customer segmentation models.
• Familiarity with Customer Success platforms, CRM systems, and customer health monitoring tools.
• Experience within EdTech or supporting educational institutions.
• Degree or equivalent experience in a related field.