Role Description We are seeking a Customer Success Manager / Student Success Manager to help learners thrive in their professional learning journey within a digital education environment. This role focuses on ensuring students are fully supported from onboarding to completion, maintaining high engagement and satisfaction throughout. You will play a vital role in driving learner success through proactive communication, problem-solving, and collaboration with internal teams and learning facilitators. Key Responsibilities - Act as the primary point of contact for learners from onboarding through course completion - Conduct 1:1 and group learner support sessions across multiple time zones - Guide learners in structuring study plans and managing progress toward completion - Identify and address learning or engagement challenges early, offering practical solutions - Maintain clear and responsive communication via email, chat, and video calls - Collaborate with facilitators, mentors, and career coaches to ensure learner goals are met - Monitor learner performance and engagement using tracking tools and reports - Collect and analyse learner feedback to recommend process improvements - Provide alumni support and foster a sense of community among past participants Qualifications - Relevant Bachelor’s degree or equivalent experience - Minimum of 3 years’ experience in student support, customer success, or learner engagement within education or training environments - Demonstrated ability to build rapport and communicate effectively with diverse learner groups - Strong organisational and administrative skills, with attention to detail - Experience facilitating online sessions or coaching learners (preferred) - Familiarity with digital education platforms and online learning environments - Empathetic, proactive, and able to handle sensitive information with professionalism - A strong sense of accountability and ownership of learner outcomes Benefits - Fully remote role with flexible working environment - Collaborative, people-centred performance culture - Opportunity to contribute to meaningful learner outcomes in a growing digital education sector - Professional growth within a purpose-driven Employer Group Our Recruitment Process - Application Submission: Complete the online form and answer brief application questions. - Initial Screening: Applications are reviewed for role alignment; successful candidates move to the longlist. - Video Interview Stage: You’ll record short responses to 3–4 role-specific questions. - Live Interviews: Shortlisted candidates attend first-round interviews (and, if applicable, further rounds). - Final Shortlist & Verification: Reference and background checks are completed. - Offer & Contracting: Successful candidates receive formal offers and contract documents. - Pre-boarding & Onboarding: Once accepted, you’ll complete a pre-boarding process before officially joining your employing organisation within the Employer Group.

Role Description As a Customer Success Manager (CSM) reporting to the Director, Customer Success, you'll be a high-impact contributor who serves as a trusted advocate for our clients, a strategic growth driver, and a data-driven decision-maker. In this role, you will build deep relationships to understand unique client needs and empower them to achieve exceptional results by fully leveraging Athennian’s platform. You will act as the voice of our clients, develop value-driven success plans, and analyze key metrics to drive continuous improvement. As a CSM, you will manage a dedicated portfolio of accounts, proactively driving product adoption, mitigating churn risks, and identifying opportunities to expand client value. What you'll do - Relationship Management: Own and build strong, trusted relationships with a dedicated portfolio of customers, ensuring they see continuous value from Athennian. - Retention & Growth: Drive customer renewal and retention to meet quarterly Net Dollar Retention (NDR) goals, identifying expansion opportunities and managing upsell conversations. - Adoption & Engagement: Monitor customer health and product usage data to proactively drive engagement, feature adoption, and healthy user habits. - Cross-Functional Collaboration: Partner with internal teams (such as Onboarding, Support, and Product) to ensure seamless implementations and convey customer feedback effectively. - Escalation Management: Serve as a primary point of contact for customer issues, working efficiently to resolve roadblocks and maintain high customer satisfaction. - Business Reviews: Prepare and execute regular business reviews with clients to demonstrate ROI, review health metrics, and align on their evolving business goals. - Process Contribution: Participate in internal initiatives to help refine Customer Success processes, playbooks, and best practices. Qualifications - 3–5 years of commercially-focused Customer Success or Account Management experience in B2B SaaS. - Familiarity with legal tech, governance, entity management, or private equity software is a strong asset. - Proven ability to build trust with stakeholders, proactively drive renewals, and identify expansion opportunities. - Excellent verbal and written skills, with the ability to explain complex workflows clearly to both day-to-day users and decision-makers. - Resourceful, empathetic, and proactive in managing account health, mitigating churn, and resolving customer issues. - Highly organized and detail-oriented, with the ability to manage a diverse portfolio and competing priorities simultaneously. - Located in and authorized to work in the US/Canada (working on an EST schedule); open to occasional travel for client and company events. Requirements - An understanding of managing SaaS solutions within highly regulated environments, particularly at the enterprise level. - Experience working at a law firm or with an in-house legal team. - Knowledge of and ongoing interest in the legal space, corporate governance, and regulations that may impact our customers and their business. Benefits - Minimum of 3 weeks vacation, 5 sick days, and 6 personal/flex days, plus a company-wide winter holiday shutdown. - Health, dental, and vision, long-term disability, and a Health Spending Account (HSA). - Flexible parental leave benefits, including top-ups. - A dedicated work-from-home allowance to get you set up for success.

Role Description Unser Startup PraxisConcierge bringt frischen Schwung ins Gesundheitswesen: Mit innovativen Lösungen schaffen wir eine spürbare Entlastung im Alltag von Arztpraxen, MVZ und Kliniken. Unsere digitale Telefonassistenz verbindet KI-gestützte Dialogführung mit bestehenden Praxissystemen und setzt einen neuen Standard der Patientenkommunikation. Mit dem Rückenwind vieler begeisterter Kunden sind wir auf Expansionskurs – und wollen unser Wachstum weiter beschleunigen. Wir sind schon weit gekommen und haben noch viel vor. Dafür brauchen wir Dich: einen echten Menschenversteher (m/w/d), der unsere Kunden vom ersten Tag an begleitet und dafür sorgt, dass sie mit PraxisConcierge nicht nur zurechtkommen, sondern begeistert sind. Du bist die Stimme unserer Kunden nach innen – und ihr verlässlicher Partner nach außen. Qualifications - Erfahrung im Kundenkontakt: Du bringst bereits Erfahrung im Customer Success, Key Account Management oder einer vergleichbaren Rolle mit. - Gesundheitswesen im Blut: Du kennst den Alltag in Praxen, MVZ oder Kliniken – sei es aus der Verwaltung, dem Empfang, der Praxisorganisation oder einer vergleichbaren Rolle. - Kommunikationstalent: Du hörst zu, stellst die richtigen Fragen und erklärst auch komplexe Dinge so, dass sie hängenbleiben. - Proaktive Macher-Mentalität: Du wartest nicht, bis das Problem eskaliert, sondern gehst auf Deine Kunden zu. - Lernbereitschaft & Growth Mindset: Du willst mit uns wachsen – fachlich, persönlich, unternehmerisch. - Sprache & Stil: Du kommunizierst klar, empathisch und auf Augenhöhe – mündlich wie schriftlich. Requirements - Du begleitest neue Praxen durch das Onboarding – von der ersten Einrichtung bis zum reibungslosen Go-live. - Du betreust Deine Kunden über den gesamten Lebenszyklus hinweg, baust echte Beziehungen auf und wirst zum vertrauten Ansprechpartner. - Du erkennst früh, wo es hakt, und sorgst proaktiv dafür, dass Deine Kunden das Maximum aus unserer Lösung holen. - Du arbeitest eng mit unserem Support-, Development- und Sales-Team zusammen und bringst die Perspektive der Praxen ins Unternehmen. - Du trägst direkt zu Kundenzufriedenheit, Bindung und Weiterempfehlung bei. Benefits - Gestalte mit uns die Zukunft der Patientenversorgung! - Für Deinen Einsatz bieten wir ein attraktives Paket aus festen und erfolgsbezogenen Leistungen. - Dich erwartet ein offenes, neugieriges Team mit unterschiedlichen Fähigkeiten und Persönlichkeiten – wir alle lernen voneinander. - Wir suchen motivierte Leute, die Vollgas geben und sich weiterentwickeln wollen. Company Description PRAXISCONCIERGE unterstützt mit einer digitalen Telefonassistenz deutschlandweit Arztpraxen und MVZ in der Patientenkommunikation.

• Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively. • Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members. • Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints. • Standardise customer communications, templates, and success planning approaches across customer segments. • Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development. • Manage key customer relationships, helping customers realise value from their investment and supporting product adoption. • Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness. • Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities. • Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement. • Support workforce planning and operational readiness during periods of increased customer demand.