Role Overview
Lead the Customer Success area of Polaris to reduce abandonment by 40% in the first year and make AI the lever to accompany more students without the team growing in proportion. The role involves building an accompaniment model, retention, and student experience, and defining quality standards and QA that work in any new training.
What You Will Do
Design and implement an accompaniment method, consolidate an efficient and scalable structure, increase engagement and reduce abandonment, create an onboarding process, detect students at risk, and lead the reconduction process with the commercial team.
Why It Might Be a Fit
The ideal candidate is obsessed with the student, has a strategic vision, and is an IA-first mentality and builder who can make decisions with data and develop people. The role requires influence, clear communication, an eye for A players, ownership, and persistence.
Requirements
- Location: Madrid
- Essential experience: Head or Manager of Customer Care, Experience, or Success, preferably in online education or subscription models, with a team of at least 8-10 people and ideally with a Team Leader or intermediate management.
- Experience in exams, formation in psychology, psychopedagogy, education, or coaching, experience in edtech and in growing startups, experience with HubSpot and omnichannel ticketing or attention tools, having worked with tutors, orientators, or coaches in your team.
Benefits
- Total ownership of student retention and experience in Polaris
- Personal and professional development in an unbeatable environment
- Private medical insurance
- Access to Wellhub (gyms, classes, and well-being)
- Team events, celebrations, and a great atmosphere
To apply for this job please visit ucademy.teamtailor.com.
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