Customer Success Manager

About ILT Education

ILT Education stands as the Nordic region's foremost EdTech company, actively expanding its global reach. Our innovative products and services profoundly impact educational institutions, from preschools to adult learning centers. We champion the belief that education should be universally accessible, transcending barriers of background, language, or ability. Our mission is to empower educators, support learners, and foster positive learning outcomes across the globe.

Role Overview: Customer Success Manager

As a Customer Success Manager, your primary focus will be on expertly managing existing customer relationships. This involves ensuring high product adoption and proactively engaging with customers to minimize churn. The role also encompasses processing incoming sales inquiries and working in close collaboration with the Country Manager and key account managers. You will support the acquisition process by qualifying leads, scheduling meetings with decision-makers, and engaging in other vital sales support activities. We seek a communicative, data-driven, proactive, and solution-oriented individual to join our team. This position is central to cultivating loyal, returning customers who not only utilize our products but also become enthusiastic advocates for ILT Education.

Key Responsibilities

• Customer Success: Avoid churn, build and maintain strong, long-lasting customer relationships, and assist in expanding product usage.
• Onboarding and training of new customers.
• Monitor customer activity, anticipate future needs, and provide recommendations.
• Collect and analyze customer feedback to identify risks and opportunities for improvement.

New Customer Acquisition in schools/preschools

• Verify and qualify incoming demo requests as potential leads; coordinate follow-ups with key account managers when necessary.
• Conduct demos and pitches to effectively showcase our pedagogical services.
• This role uniquely blends Customer Success with crucial early-stage sales activities within the education sector.

Sales Pipeline Management

• Build and maintain a CRM-based pipeline, specifically utilizing HubSpot.
• Track and report on key performance indicators (KPIs).

Previous Experience & Requirements

• 2+ years of experience in sales and/or customer success, with a preference for SaaS, EdTech, or B2B environments.
• Basic understanding of cloud solutions, APIs, and SaaS metrics.
• Familiarity with CRM systems (HubSpot or similar).
• Fluent proficiency in both German and English.
• A background in teaching or experience as a pedagogical leader is a fundamental requirement.

We Offer

• Competitive salary package.
• Hybrid work solution, with a preference for candidates based in North Rhine-Westphalia (NRW).
• 30 days of paid vacation.
• Engaging off-sites and team-building activities.
• Provision of necessary work tools.
• A diverse, modern, international, and inclusive work environment.
• The opportunity to work for a company that genuinely makes a difference in education.
• A dynamic role within a fast-growing SaaS company.
• Mentorship from experienced sales professionals.
• Excellent opportunities for career development in sales.

Key skills/competency

• Customer Relationship Management
• Churn Prevention
• Product Adoption
• Sales Support
• Lead Qualification
• HubSpot CRM
• SaaS Metrics
• German Fluency
• Pedagogical Leadership
• EdTech Knowledge