Reports to: Head of Customer Success

Work alongside: CEO, CRO, Sales, Product & Engineering

About LearnWise AI

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.

What you’ll do

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

Requirements

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 Canada 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

What’s in it for you?

Competitive base salary

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

Hiring process

Intro chat (15–20 min): meet with our team to learn more about you, your motivations, and what you’re looking for. Role deep dive (30–45 min): conversation with the Head of Customer Success focused on onboarding/retention experience, how you manage a book of business, and how you work cross-functionally. Cross-functional chat (30 min): meet a partner from Sales and/or Product to assess collaboration style and how you handle stakeholder management. Offer.

If you are passionate about customer success and EdTech, and excited about building long-term partnerships with universities, we would love to hear from you!