Customer Success Manager (International)

FlashAcademy® is an award-winning, AI-powered assessment and learning platform supporting multilingual learners in over 1,600 schools across the UK and internationally, with a particular focus on multilingualism and English as an Additional Language (EAL). We are entering our next phase of growth and are looking for an experienced and proactive Customer Success Manager (International) to take ownership of relationships with some of our most important international clients. You will ensure a seamless, high-quality experience that drives engagement, retention, and long-term success.

As part of a small, high-functioning team, your potential for impact is significant — you will have real opportunities to shape the processes, tools and frameworks that support our international customers.

The working hours of this role are 12pm – 8pm BST / GMT in order to support our international clients in their time zones.

What you’ll do as Customer Success Manager (International)

• Manage the onboarding of international schools post-sale, ensuring they receive all necessary training and resources for smooth adoption.
• Build strong, long-term relationships with client stakeholders, ensuring their needs are understood and proactively addressed.
• Monitor usage data regularly to identify trends, risks, and opportunities — taking proactive steps to maintain high engagement and support client retention.
• Respond to support tickets and deliver refresher training in line with company SLAs.
• Act as the internal voice of the customer, keeping all relevant teams informed of key updates or changes at client accounts.
• Collaborate closely with Sales, Product and Support teams to ensure all customer needs are met.
• Contribute to customer advocacy by identifying potential case studies, testimonials and reference schools.
• Support delivery of webinars, reports and client-facing collateral as required.

What we’re looking for

• 2–4 years in a customer success or account management role (SaaS or EdTech preferred).
• Proven experience managing a portfolio of accounts in a fast-paced, remote or distributed environment.
• Skilled in developing strategies to drive account activity and product utilisation.
• Proactive communicator with a strong responsiveness to client needs.
• Excellent written and verbal communication skills, with confidence presenting client needs internally.
• Strong organisational skills and the ability to manage multiple client relationships efficiently.
• Analytical ability to interpret engagement data and translate insights into action.
• Strong problem-solving and conflict resolution skills.
• Cultural awareness and interpersonal sensitivity when working with international stakeholders.
• Strong data management and reporting skills.
• Bonus: Spanish-speaking.

Why join us

• Work with a mission-driven team making a real difference to language learning in schools worldwide.
• Significant autonomy and the opportunity to shape how FlashAcademy® supports its international client base.
• A small, collaborative team where your contribution is visible and valued.
• Work that reaches students and schools every single day.

KPIs

Success in this role will be measured against:

• Client retention rates across assigned international schools.
• Engagement levels (tracked via engagement dashboards).
• SLA adherence — response times and training delivery.
• Customer satisfaction and advocacy (working with the Marketing team to gather testimonials and case studies).
• Contribution to upsell opportunities in collaboration with the Sales team.