Customer Success Manager
BridgeU, Hong Kong
Job Description
The company and our mission:
BridgeU was founded with the belief that talent is equally distributed across the globe, but opportunity is not. We take pride in helping students discover and explore the best pathways available - wherever those opportunities may be. We help universities to discover and engage the schools and students that will contribute to their vibrant, diverse and successful programs and courses. We believe BridgeU has never been more critical to help students, schools and universities discover new opportunities globally and connect at a distance.
Today, BridgeU is the market-leading provider of university and career guidance software to international and globally-minded secondary schools. BridgeU is proud to work with secondary schools in over 300 cities across 140 countries. And, we partner with a growing number of leading universities, currently in 7 countries, to connect recruitment and admissions teams to the largest community of international schools available on one platform. Uniquely, BridgeU combines the culture and pace of a start-up with the support and stability of being part of Kaplan, part of one of the world’s largest and most diverse education providers.
Who you’ll be working with:
Our teammates are talented individuals who come from a variety of backgrounds. We’re committed to building an inclusive culture based on trust and kindness, which creates a work environment that helps enrich the product and support we provide to our customers.
We are remote-first but we do have offices in London and Hong Kong for those who wish to use them, as well as fully remote employees across 10 different countries. We also aim for team members to travel between our offices to have face-to-face time with one another to bond, work together and have fun.
Requirements
As a Customer Success Manager at BridgeU, you will be a key player in ensuring the success and satisfaction of our school counsellor clients. This role requires a strategic mindset, exceptional communication skills, and the ability to manage a portfolio of 120 schools. You will play a critical role in driving the voice of the customer, managing renewals, and fostering collaborative relationships with internal teams.
Responsibilities
School Counselor Impact:
- Work closely with school counsellors to understand their unique goals and challenges.
- Develop strategies to drive impact and ensure the effective utilisation of BridgeU's platform.
Caseload Management:
- Manage a caseload of 120 schools, providing proactive support and ensuring overall satisfaction.
- Build and maintain strong, long-lasting relationships with key stakeholders within client organisations.
Voice of the Customer:
- Act as the primary advocate for school counsellors within the organisation.
- Capture and document customer feedback, feature requests, and other insights to drive continuous improvement.
Renewals Process:
- Manage the renewal process for assigned schools, ensuring a smooth and positive experience.
- Collaborate with the sales team to identify upsell opportunities based on customer needs.
Retention Rates:
- Develop and implement strategies to maximise customer retention rates.
- Proactively address and resolve issues to mitigate the risk of customer churn.
Client Meetings and Record Keeping:
- Conduct regular client meetings in accordance with the Customer Success framework.
- Record all client interactions, feedback, and action items via Catalyst, our internal CRM system.
Qualifications:
- 1 year of experience in customer success or account management, preferably within the edtech sector.
- Proven track record of managing client relationships and driving customer satisfaction.
- Excellent communication, presentation, and negotiation skills.
- Strong organisational and time-management abilities.
- Familiarity with Catalyst or similar customer management tools is a plus.
Benefits
What we’ll provide:
35k- 45k HKD per month
25 days annual leave per year plus bank holidays
Employer’s pension scheme
Opportunities for flexible working hours, encouraging everyone to have a healthy work-life balance
Company-funded social events
Investment in your professional development and opportunities for career progression
A comfortable and covid-secure office in Hong Kong
A range of attractive benefits and corporate discounts
Access to confidential counselling as well as financial and legal advice from our Employee Assistance Programme
An open and democratic work culture wh