We are looking for a proactive and organised **Customer Success Manager (Consultant)** to independently manage our portfolio of 10,000+ **school customers**. You will sit within the Customer Service team and assist with complex tickets, but your primary focus will be leading on Customer Success and nurturing account relationships. With over 80,000 seats across 10,000 schools, you won't just be emailing individuals; you will be building workflows and using automation to communicate with our customers at scale, removing friction from their journey and maximizing the value they get from Wordwall. **Key Responsibilities** **1. Proactive retention & renewal management** - Own the renewal process for school accounts - Contact customers in advance of their contract end-dates to discuss renewal options and ensure retention - Design and manage automated email workflows to remind administrators about upcoming renewals - Monitor usage data to identify "at-risk" schools (low usage) and intervene before they churn **2. Onboarding & adoption** - Engage with new school customers immediately after subscription to ensure they are set up correctly - Drive adoption by ensuring purchased licenses are actually assigned to teachers - Create resources or templates that help school administrators understand how to get the most out of the platform **3. Financial administration & friction removal** - Act as the bridge between the School and our Finance team to ensure smooth payment processing - Investigate and resolve payment discrepancies, specifically matching bank payments to open invoices to prevent service interruption - Assist schools with vendor forms, tax documents, and invoice queries to remove administrative barriers to purchase **4. Specialized customer support** - Handle a portion of the general support queue, specifically focusing on tickets related to school plans, license management, and billing - Serve as an escalation point for complex B2B queries from the wider support team

• Proactively manage a portfolio of enterprise customers from trial to implementation to ongoing delivery to expand the scope and scale of Clearview AI adoption • Develop and build strong relationships with key customer stakeholders and executive sponsors: steering committees, regular visits (virtual/in-person), reports, events • Understand customers’ needs and priorities to optimize the use of their platform • Identify growth opportunities for up-sell and cross-sell within existing accounts • Increase Net Revenue Retention through proactive and strategic engagement/expansion efforts • Effectively communicate application features and product information for new releases and facilitate their adoption • Be the voice of the customer and provide internal feedback on how Clearview products can better serve our customers • Collaborate closely with various cross-functional teams (Product Management, R&D, Marketing and Sales) to drive better results • Resolve billing and support inquiries in a timely and productive manner • Coordinate small customer projects • Assist in onboarding new team members • Additional duties and responsibilities as reasonably required by the employee’s supervisor or CEO • Manage and optimize enterprise customer accounts, ensuring seamless onboarding, training, and ongoing support, with a focus on improving customer satisfaction and retention. • Exercise discretion and independent judgment in developing and implementing strategies to address customer needs and challenges, working closely with cross-functional teams such as finance and marketing, to ensure successful customer outcomes. • As a Customer Success Manager, you will play a pivotal role in shaping the customer experience, driving adoption, and expanding Clearview AI’s footprint within enterprise organizations. • Other reasonable additional responsibilities that may be asked from time to time

• Collaborate directly with the Account Manager (AM) to manage a portfolio of customers and partner on value creation, with the joint goal of driving successful customer renewal and account growth • Be the Helpshift product expert from the business user perspective, becoming a trusted, strategic advisor for your customers • Advocate for customer needs cross-departmentally and manage issue escalation to the development team as needed • Work with customers to establish critical goals, or other key performance indicators that aid them in achieving their goals and demonstrating the value of Helpshift to their organization • Jointly with your AMs, create and present quarterly business review to your customers • Communicate your technical knowledge of Helpshift’s platform educating clients on best practices regarding SDK configurations, Key features and internal Dashboard administration • Execute 1:many success programs to impact target customers facilitated by data and maturity of their product usage • Use a combination of data and anecdotes to help work through ambiguity and deliver results that benefit both customers and Keywords • Prepare post-meeting reports after quarterly business reviews with clear action items forming customer roadmap for the coming quarters • Support the AM's commercial objectives by serving as the customer’s advocate throughout the duration of the contract lifecycle, from successful completion of the onboarding process to the identification and development of upsell opportunities • Manage several projects and customers at one time, responding as needed to high priority client inquiries throughout the day, evening, and weekend when necessary

• Provide support to international clients. • Responsible for functional and technical support of SAP CRM solutions. • Analyze and resolve incidents and handle enhancement (evolutionary) requests. • Act as a direct point of contact with international clients, ensuring clear communication and high-quality deliverables.