Enterprise Customer Success Specialist (EdTech)

TL;DR

Enterprise Customer Success Specialist (EdTech): Supporting the onboarding, adoption, and ongoing engagement of enterprise customers in the Philippines with an accent on driving retention and renewal through effective solution usage. Focus on managing customer relationships, analyzing usage data, and coordinating with internal teams to resolve issues and deliver value.

Location: Must be based in the Philippines

Company

A global leader in research and education, transforming knowledge into discoveries that shape the world for over 200 years.

What you will do

• Support onboarding, training, and implementation for enterprise customers.
• Monitor usage data to identify accounts requiring intervention or support.
• Maintain regular contact with customers to drive satisfaction and issue resolution.
• Prepare usage reports, success materials, and internal account documentation.
• Partner with Customer Success Managers and Sales teams on renewals and growth strategies.
• Deliver webinars and training sessions to improve customer value and product adoption.

Requirements

• Must be based in the Philippines
• Experience in customer support, customer success, client services, or account coordination.
• Strong organizational skills with the ability to manage multiple tasks and deadlines.
• Proficiency in working with data, reports, and customer records.
• Strong written and spoken English proficiency
• Attention to detail and a strong customer service mindset.

Nice to have

• Experience in education, publishing, digital learning, EdTech, or SaaS.
• Familiarity with CRM systems and usage dashboards.
• Knowledge of the Philippines higher education market.
• Experience supporting webinars or customer presentations.

Culture & Benefits

• Commitment to continual learning and internal mobility.
• Meeting-free Friday afternoons for professional development.
• Comprehensive benefits package and competitive compensation.
• Inclusive culture that values diverse perspectives and bold ideas.