Head of Customer Success & Product

About the role

A high-growth EdTech startup is looking for an entrepreneurial, hands-on leader to work directly with the CEO and Founder. The role leads and scales Customer Success, Student Success, Product and customer-facing systems, collaborating with the Head of Logistics & Tutor Success and technical leadership. It suits someone who builds processes and solves problems in a fast-paced startup, with a possible path toward Head of Operations or COO.

Key responsibilities

• Build and lead Customer Success and Student Success, from onboarding through retention, renewals and expansion, and coordinate with academic, logistics and tutor teams.
• Lead Product with the CEO: roadmaps, requirements, UAT, launches and adoption, together with engineering and technical leadership.
• Redesign workflows, implement AI tools, agents and automations, and measure their impact.
• Own and optimise CRM processes, preferably HubSpot, including workflows, automations, reporting and customer lifecycle tracking.
• Develop dashboards, KPIs and scorecards covering retention, engagement, student outcomes and product adoption.
• Hire, coach and develop Customer Success and Product teams, and set clear priorities and performance expectations.

Required profile

• 5+ years of Customer Success experience including leadership, or equivalent founder/co-founder experience.
• Proven experience building and leading teams, and a strong track record in process improvement and scalable systems.
• Analytical skills using KPIs, excellent written and spoken English, and strong interpersonal skills.
• Entrepreneurial mindset, adaptability and comfort in fast-paced startup environments.
• Genuine passion for education and social impact.

Required skills

• Hands-on experience with AI tools, agents and workflow automation.
• CRM experience; HubSpot is preferred but not required.
• Strongly preferred: EdTech, B2B or B2B SaaS experience, previous Head/Director of Customer Success, founder experience, and advanced HubSpot knowledge.

What we offer

• Remote, full-time position with significant growth potential and a possible path to COO.
• Competitive compensation, performance-based incentives and potential equity participation depending on experience and agreed terms.