About the role
We're looking for a Customer Success Manager to support clients, school administration, and platform users (students, teachers, and parents). Your goal is to help them use our school management platform confidently and get value from it.
AI assistants are part of how the team works every day. They connect to our CRM, help desk and knowledge base through MCP connectors, so you can find information, prepare replies and keep records up to date faster.
Your responsibilities
- Build relationships with school directors and serve as their main point of contact.
- Guide schools through onboarding and help teachers, students, and parents get started.
- Handle inbound and outbound communication via phone, email, messaging apps, and live chat.
- Answer questions, explain platform features, and help users resolve issues.
- Coordinate with the technical team, track progress, and keep clients informed until each issue is resolved.
- Help schools use the platform effectively in their daily work.
- Keep client information, requests, and follow-ups up to date in the CRM.
- Collect customer feedback and share suggestions with the product team.
- Make timely decisions within your scope and take ownership of the outcome.
- Use AI assistants (Claude, ChatGPT or similar) with MCP connectors to look up client history, summarize tickets and conversations, draft replies and help-center articles, and prepare reports from CRM data.
What we're looking for
- At least 1 year of experience in customer support, customer success, project coordination, or a related role.
- English at B1–B2 level.
- Experience working with CRM systems.
- The ability to manage several client accounts and requests without losing track of details.
- Clear communication and consistent follow-through.
- Empathy, patience, and the ability to build trust with people who have different levels of technical confidence.
- Attention to detail and respect for established processes.
- Independence, sound judgment, and responsibility for your work.
AI skills we expect
- You use an AI assistant at work every day, not just occasionally.
- You understand what an MCP connector is: a way to give an assistant access to a tool such as a CRM, help desk or shared drive.
- You can connect an assistant to a work tool, or quickly learn to with a short guide.
- You write clear prompts and give the assistant the context it needs.
- You check AI answers against the source before sending anything to a client.
- You know which client and student data must not be shared with AI tools and follow our data rules.
What we offer
- Fully remote work.
- Working hours: 9:00 AM–6:00 PM, Kyiv time.
- Work with existing clients, with no sales responsibilities.
- 10 additional days off for holidays.
- Insurance.