Customer Success Manager (LATAM)

ABOUT MATIFIC

Matific is a leading global EdTech provider, delivering an adaptive online learning platform for primary school mathematics. With our product being utilised by millions of students, teachers and parents in 100+ countries we are helping educate the youth and bring equality to education. With over $50M USD invested and a global team of over 200+ employees, we are committed to achieving our goals. We’ve also picked up a number of awards including numerous CODiEs, Academics’ Choice and Edtech Digest to name a few.

THE ROLE

Our Customer Success team is responsible for ongoing relationships with our schools and customers across LATAM, driving up customer satisfaction and maximizing retention. We are looking for a highly motivated individual with an interest in education to join our dynamic team, with a strong passion for looking after and nurturing customers. 

The role will be responsible for delivering training, providing proactive support and value add services, driving engagement with our platform, working closely with the sales team on smooth onboarding and transition, upselling of additional student licences and most importantly renewals. This is a fantastic opportunity for that ambitious person who wants their career to grow within a growing company. 

KEY RESPONSIBILITIES

• Onboarding: Lead the onboarding process for new schools, ensuring a smooth and successful integration into the platform. 
• Training and Support: Proactively provide training and support to our local customers both onsite and online. Occasionally schedule webinars and conference calls with customers' time zones.  
• Customer Engagement: Foster strong relationships with school users by providing regular check-ins and value-added services and identifying opportunities to increase platform engagement and retention. Deliver account reviews to ensure customers are achieving their desired outcomes. 
• Upsell: Proactively monitor license usage and upsell additional licences being used. 
• Renewals: Ensure maximum renewals yearly both by school number and value.  
• Marketing Collaboration: Work with the marketing team to identify success stories, case studies, and customer testimonials that can be used in promotional materials. 
• Think outside the box on retention ideas  
• Platform Knowledge: Stay up to date with all features and developments on the Matific platform, ensuring you are well-informed to provide the best possible customer support. 
• Generate invoices for renewals and upsell licence invoices.  
• Usage Monitoring and Insights: Track and analyze platform usage data, offering insights and recommendations to school users and internal teams to improve platform utilization

• At least 3 years of client services experience.  
• Ability to work in a hybrid environment, balancing remote and on-site responsibilities. 
• Strong consultative approach with a positive and solution-oriented mindset. 
• Exceptional verbal and written communication skills; bilingual proficiency is a plus. 
• High energy, a collaborative team player, and a results-driven attitude with a passion 
• for success. 
• Education sector experience is a bonus but not essential

• A business with a strong purpose to provide quality education to children globally
• A fast-paced environment, fast-growing SaaS company
• Work with ministries of education, leading high-profile global publishers and partners
• Work closely alongside seasoned, successful entrepreneurs 
• Opportunity to innovate and challenge the status quo
• Great remuneration package with significant upside potential