Head of Client Success Management

Summary

Join Learnlight, an EdTech company, as a Client Success leader to drive client satisfaction, retention, and growth. You will provide strategic leadership to the Client Success Management team, build and mentor a high-performing team, and serve as the primary escalation point for client issues. Responsibilities include developing and implementing client success strategies, collaborating with cross-functional teams, and managing company policies related to client satisfaction. The ideal candidate possesses proven experience in a customer success leadership role, preferably in EdTech, advanced proficiency in English and German, and a deep understanding of client success principles. A Bachelor’s degree in a related field is required, and an MBA is a plus. Learnlight offers a remote work culture, generous paid time off, learning and development opportunities, community events, and a referral bonus program.

Requirements

• Proven experience in a customer success leadership role, preferably within the EdTech sector
• Advanced proficiency in both English and German
• Deep understanding of client success principles and best practices, with proven ability to build strong internal and external relationships
• Experience using CRM software, with familiarity in MS Dynamics as a plus, and an analytical mindset to leverage data for informed decision-making
• Bachelor’s degree in Business, Marketing, or a related field; an MBA is considered a plus

Responsibilities

• Provide strategic leadership to the Client Success Management team by setting clear objectives, defining KPIs, and planning the department structure aligned with company goals and financial targets
• Build, lead, and mentor a high-performing, client-centric team
• Serve as the primary escalation point for client issues, ensuring timely resolution and effective communication, while advocating for client needs across the organization
• Develop and implement client success strategies focused on maximizing satisfaction, retention, and growth, including personalized success plans in collaboration with Account Managers
• Collaborate closely with senior management and cross-functional teams, including sales, marketing, product development, and learner support
• Manage and enforce company policies related to client satisfaction standards, and support sales efforts by aligning strategies for upselling, cross-selling, and forecasting new programs

Benefits

• Work-Life Balance: Benefit from our remote work from home culture, with options to collaborate with colleagues in regional offices (if applicable). Enjoy generous paid time off including public and personal holidays and two company-wide days off per year to recharge
• Learning & Development : Access to language learning, masterclasses and professional development opportunities with a culture of coaching and constructive feedback
• Community Events: Make new friends and connect with colleagues at virtual wellbeing sessions, team-building activities and informal social clubs
• Company News: With regular updates on our internal networking platform, you’ll always be connected with the latest developments
• Cultural Collaboration: Our Intercultural Assessment provides valuable insights to help you build collaboration across diverse cultures
• Recommend a Friend: Earn a bonus by referring talented professionals to join Learnlight through our referral program (conditions apply)