Customer Success Manager (Community Manager) [Silicon Valley Startup]

Who we are:

Immigo is a venture-backed startup helping English learners speak with confidence through peer-to-peer experiences. While there are 1.5B English learners around the world, there isn’t an effective yet affordable way to practice and improve their English. One-on-one classes are expensive, one-to-many classes don’t give you enough time to speak and self-learning apps/MOOCs don’t really hold you accountable.

With Immigo, learners can quickly find the right, reliable group of peers to practice with at a much lower cost. And we are starting that journey through our cohort-based courses.

The next 10 years of learning a language will move beyond just staring at disjointed videos or gamified apps with vocabularies. Effective learning happens with live human interactions that are brought together with the same mission of learning and growing – no matter where you are.

This is an opportunity to join an early-stage startup as one of the first employees and have work that directly impacts the future of learning a language. And together, our team is driven by a greater mission to democratize access to socioeconomic mobility through English learning.

The Role:

As a Student Success Manager (Customer Success Manager), you’ll spearhead initiatives to both support and grow our customer base (i.e. students).

Your day-to-day work will directly influence Immigo’s revenue growth and customer satisfaction. From onboarding to completion to renewal, you’ll own the customer (students) experience. As one of the first members of the team, you will be part of a small, core team that is exposed to all aspects of the business and juggle multiple hats simultaneously. Here are a few examples of the types of responsibilities and projects you get to work on:

– Delight customers: You’ll own the overall success for Immigo’s courses and be responsible for delivering a smooth experience for the customers and instructors, resulting in high learner NPS, and instructor satisfaction
– Launch new Immigo courses: You’ll set up and help run new courses as we expand around the globe
– Deliver customer success: You’ll quickly address students’ questions, concerns, and feedback and resolve any issues with different stakeholders like our creators
– Implement creative operational solutions: You’ll get to improve the efficiency and speed of our day-to-day operations

Who’s a Good Fit:

You’d be our dream candidate if you…

– Are fluent in English (C1+)
– Has a bubbly, extroverted personality that can excite the students!
– Have 6+ years of work experience, ideally in Customer Success, Operations, Sales or Program Management; bonus points if this experience was at early-stage or small teams
– Are entrepreneurial: you “do what it takes” to make our courses a success
– Feel comfortable with ambiguity and like building from scratch
– Love delighting customers and always finding ways to deliver an amazing experience
– Listen intently to customers, and finding creative ways to address their needs
– Are a good project manager: you are detail-oriented, follow through, and don’t let things slip through the cracks
– Are a problem-solver: you are energized by finding creative solutions to tough problems and unexpected situations
– Believe that no task is beneath you: you might start your day launching an exciting new course with a 2M follower YouTuber, and end your day by following up with each and every student on how their week is going
– Are an excellent communicator (both verbal and written)
– Are passionate about improving education, socioeconomic mobility and committed to student success