TechCru is pleased to announce a vacancy for the position of English Speaking Customer Success Manager

Role Overview
The Customer Success Manager oversees all customer success and eCampus operations across multiple partner institutions. This pivotal role ensures customer satisfaction, student retention, and operational excellence by managing cross-functional teams, optimizing operational processes, and aligning efforts strategically with Astria Learning's growth objectives. The Manager collaborates closely with senior leadership, university stakeholders, and internal teams to deliver exceptional, high-quality virtual learning experiences and customer outcomes.

Key Responsibilities

• Customer Success and Institutional Oversight
• Manage customer relationships and eCampus operations across multiple university partners.
• Ensure high-quality, consistent, and compliant digital academic services and customer experiences.

Team Leadership & Development

• Lead and mentor eCampus Coordinators to achieve key performance indicators (KPIs).
• Foster professional growth, accountability, and effective daily operations management.

Standardization & Operational Efficiency

• Develop and implement standardized processes and SOPs for customer success and eCampus teams.
• Streamline workflows for student onboarding, academic readiness, digital service delivery, and customer interactions.

Strategic Alignment & Planning

• Work with senior leadership to ensure operational initiatives align with long-term strategic goals.
• Translate strategic priorities into clear, actionable operational plans focused on customer success outcomes.

KPI & Performance Monitoring

• Monitor, analyze, and enhance metrics such as enrollment rates, student retention, graduation outcomes, customer satisfaction, and tuition collection.
• Develop performance dashboards and proactive intervention strategies.

Reporting & Communication

• Prepare detailed reports on operational progress, customer success metrics, risks, and opportunities.
• Foster transparent internal communication and data-driven decision-making.
• Partner Relations & Customer Engagement
• Establish and nurture strong relationships with university partners to support customer success and operational growth.
• Proactively address operational challenges and coordinate responses to institutional requirements.
• Budget Oversight
• Support budgeting activities and manage financial oversight for customer success and eCampus operations.
• Identify and implement cost-efficiency strategies.
• Cross-Functional Collaboration
• Coordinate closely with Academics, Admissions, Finance, and IT departments.
• Ensure a cohesive and seamless student and customer experience across departments.

Qualifications & Experience

• Education & Experience
• English C1
• Bachelor’s degree in Business Administration, Education, Project Management, or related field (Master’s preferred).
• Minimum 4–6 years of experience in customer success management, program management, academic administration, or operational management.
• Proven experience managing distributed or cross-institutional teams.
• Familiarity with LMS platforms (e.g., Moodle, Canvas), CRM systems, and student data analytics tools.

Skills & Competencies

• Demonstrated leadership and coaching abilities with proven measurable outcomes.
• Strong expertise in operational efficiency, customer success, and digital academic service delivery.
• Excellent analytical skills for interpreting KPIs, performance metrics, and customer data.
• Exceptional communication, presentation, stakeholder engagement, and customer relationship management abilities.
• Advanced project management skills, capable of leading strategic, cross-departmental initiatives.

Salary4000 - 4500 GEL Gross Performance based bonuses
Location:Remote

Interested Candidates please click on the button "Send CV"