About the Company

We're a professional development platform built by academics, for academics. Our mission: equalise the playing field in higher education by giving every individual — regardless of whether they have a great mentor — the skills and knowledge to advance their career. Academia is unforgiving: 44% of women and 38% of men in doctoral programs experience clinical depression or generalised anxiety disorder, and faculty members are more burnt out than medical professionals. We exist to change that.

We offer universities an enterprise solution: 220+ professionally produced on-demand video courses across 30+ digital badge microcredentials, available in 10+ languages, integrating directly into the learning management systems universities already use. Content can be white-labeled, embedded into credit-bearing courses, and paired with live facilitator materials for communities of practice. We've also built four proprietary AI platforms that automate administrative burdens, surface personalised learning pathways, and help faculty and students write and publish more.

Our customers are U.S. universities and research institutions purchasing annual institutional licenses. Our users are the people inside them — faculty, graduate students, undergraduates, postdocs, and academic leaders — served by one enterprise solution rather than a patchwork of disconnected tools.

Our Founders previously built and exited an EdTech company that trained 350,000 professionals and are now scaling this one bootstrapped — backed by a strategic advisor with a track record running multi-billion-dollar public companies.

Institutional partners include Virginia Tech, George Mason, NC State, Morgan State, and American University Sharjah, among dozens more. Pilots consistently convert to full institutional contracts, with 94% learner advocacy and a 176% increase in publication output across independent program evaluations.

OUR COMPANY VALUES guide our team and shape our culture:

- ? Unparalleled Work Ethic: We prove ourselves here — every team member brings relentless drive, and you'll get tremendous support in return.
- ? Evidence-Based Innovation: Our Founders are scientists, and everything we do is grounded in data and evidence — not guesswork.
- ? Passionate Curiosity: We're self-starters who teach ourselves new skills to solve problems creatively before asking for help.
- ? Customer Centricity: We make working with us feel like a relief — our customers are delighted to talk to us, and we take that seriously.
- ✅ Self-Accountability: We self-correct — if something isn't working, we're the first to know and the first to fix it.

We're a fully remote team of 10, including our Founder , Chief Operating Officer (COO), Director of Sales, AI Solutions Lead, and a sharp supporting cast across sales, marketing, and tech. Our onshore team spans Northern Virginia, Charleston, and Detroit; offshore teammates are based in Bangladesh, Pakistan, the Philippines, and the UK. We're lean, bootstrapped, and quality-obsessive. We run on reproducible, template-based workflows with video tutorials and documentation baked in — you won't come in blind. Leadership is servant-style and very much in the trenches: we text each other, we're accessible,



and we respect boundaries around traditional business hours. Things move fast here, but never at the expense of quality. If we can get 1% better, that's success.

About the Role

We're looking for a remote Customer Success Manager to own the post-sale customer experience for our institutional partners.

In this role, you'll serve as the primary relationship manager for assigned universities from the moment the sale closes — managing everything from onboarding and integration through to long-term engagement, retention, and expansion. Right now, our COO handles all of this. You'll be taking over the majority of her customer-facing work so she can focus on growing the business.

The universities you'll be working with have long decision cycles, siloed internal structures, and multiple stakeholders to navigate — deans, provosts, and senior administrators who are intelligent, frequently burnt out by bureaucracy, and not easily impressed. Success here means keeping customers engaged, supported, and expanding — not just onboarded.

Our ADECUADO CANDIDATE brings 3–5 years of experience in roles like Customer Success Manager , Account Manager , Implementation Manager , or Client Services Coordinator

. You know how to earn the trust of senior North American university professionals — people with high expectations and strong personalities — and you're composed enough to hold your ground and refocus a conversation without anyone feeling managed You're a self-starter in the truest sense — not just someone who executes without being asked, but someone who sees an opportunity to help a customer and acts on it before anyone else has noticed it. Institutions don't just rely on you; they look forward to working with you.

Performance Metrics: Your performance will be measured by customer satisfaction scores, successful onboarding completion rates, monthly touchpoint consistency, renewal rates, and identification of expansion opportunities across departments.

Reporting Structure: You'll be on the Customer Success team, working closely with the Director of Sales , AI Solutions Lead , and Lead Gen Specialist . This position reports directly to the COO.

You'll be doing things like:

- Customer Onboarding & LMS Integration: coordinating implementation activities with university IT teams; setting up Learning Tools Interoperability (LTI) integrations; generating configuration URLs and keys; coordinating badge dissemination with university badging offices or handling it manually where needed
- Rollout Materials & Communications: filling in templated integration guides; coordinating with the Graphic Designer on branded rollout decks; preparing landing page copy; drafting announcement emails and quarterly newsletter text
- Ongoing Relationship Management:



serving as the primary day-to-day contact for assigned accounts; running 30-minute monthly check-ins; gathering and relaying feedback; keeping customers updated on new offerings and beta tests; escalating issues proactively; supporting renewals
- Campus Engagement & Info Sessions: facilitating 1-hour live info sessions for faculty and students; running Q&A; connecting customers to relevant university offices; conducting department chair outreach where faculty lists are publicly available
- Customer Advocacy & Expansion: sending preliminary interest surveys to match resources to institutional needs; identifying expansion opportunities across departments; gathering testimonials and success stories; supporting referrals

Skills & Qualifications

- 3–5 years of experience in roles like Customer Success Manager, Account Manager, Implementation Manager, or Client Services Coordinator, ideally serving American clients or higher education institutions
- Experience managing customer onboarding and implementation programs
- Experience managing strategic account relationships
- Experience identifying renewal and expansion opportunities
- Strong interpersonal and relationship-building skills
- Warm, professional, customer-focused communication style
- High emotional intelligence; able to diffuse tense situations and hold your ground with strong personalities
- Mature, confident presence on video calls with senior stakeholders
- Detail-oriented with strong organisational and follow-through skills
- Self-starter and creative problem-solver who takes initiative without waiting for instructions
- Solid understanding of American business culture and communication expectations
- Native or near-native North American English accent
- Available for full-time, exclusive commitment — not concurrently enrolled in a degree program or pursuing other client work

Bonus if you also have:
- Experience supporting SaaS, online learning, courseware, or professional development platforms
- Professional experience working within higher education institutions
- Lived, studied, or worked in the United States
- Familiarity with our tools: HubSpot, Active Campaign, WordPress, Vimeo, Agilex, QuickBooks, Zoom, Google Workspace, Microsoft Office

Position Details Working Hours: Fixed 9AM–5PM ET (Eastern Time). Adjusts with Daylight Saving Time.

Employment Type: Full-time (40 hours/week), Exclusivity Preferred

Education: Bachelor's degree or equivalent relevant work experience required. Master's degree preferred

Level: Intermediate (3–5 years of relevant work experience)

Compensation:

~USD $1,679–1,990 (5.4M–6.4M COP) per month, based on experience and region. Structured as a Consultant Agreement

(independent contractor), meaning you'll be responsible for your own taxes, benefits, and insurance.

Benefits of working with us:

- ? Join a forward-thinking EdTech scale-up led by Founders who have already done it once
- ? Remote first; work from the comfort of your home
- ??‍♀️ Thrive in a high-trust, inclusive, and supportive company culture
- ? Earn above-market compensation for your region
- ? Access extensive video-based training and templated workflows to set you up for success from day one
- ? Build your skill set across customer success, integrations, and strategic account management
- ❤️ Work with a team that takes mental health and wellbeing seriously

📌 Customer Success Manager ??? (American EdTech, Account Manager, Implementation Manager,| Onboarding, Customer Advocacy Active Campaign | Remote) (Colombia)
🏢 Goodwork
📍 Colombia