VISIONOAH
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BUSINESS

Customer Success Manager (Edunoah)

Help schools get set up on Edunoah and make the most of it.

About the role

Edunoah is our student information system for schools and training centers. In this role you'll help customers succeed with it, from onboarding and everyday questions to suggesting better ways to use it.

What you'll do

  • Designing onboarding and running walkthroughs and training
  • Answering questions and escalating technical issues
  • Analyzing usage and proposing ways to improve adoption
  • Preventing churn and driving renewals and expansion
  • Bringing customer feedback to the product team
  • Writing and updating manuals, FAQs and help content

Requirements

  • 3+ years in customer success or support for a SaaS product
  • Designing and running onboarding for business customers
  • Improving results against KPIs such as churn and usage
  • Turning customer feedback into product improvements
  • Writing manuals, FAQs and help content
  • Native-level Japanese (JLPT N1) or Korean (TOPIK level 6), plus a second language at business level
  • Able to work flexibly across Japan, Korea and US time zones, and to help when urgent issues come up
  • Uses generative AI tools such as ChatGPT, Claude or GitHub Copilot in everyday work
  • At least one year of experience working fully remotely
  • Comfortable working asynchronously and in writing, in tools like Slack and Notion
  • Able to sign a contractor or employment agreement with a US company from your country of residence

Nice to have

  • Experience working at a school, cram school or language school
  • Experience with education SaaS
  • Running support tools such as Zendesk, Intercom or Channel Talk
  • Data analysis with SQL or Looker Studio
  • Improving support with AI, such as chatbots or automated FAQs
  • Business-level Japanese, Korean and English

Who you are

  • You treat customers' success as your own
  • You explain things clearly from a teacher's or staff member's point of view
  • You find ideas for improvement in small complaints
  • You want to grow the product together with the product team

Tools and tech stack

  • Zendesk
  • Intercom
  • Channel Talk
  • Notion
  • Slack
  • Looker Studio
  • Google Workspace
  • ChatGPT
  • Claude

Hiring process

  1. 01

    Application review

  2. 02

    Casual conversation

  3. 03

    Interviews (1–2 rounds)

  4. 04

    Discussing terms

All conversations and interviews take place online.

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