Manager, Customer Success

About Everway

Everway builds technology designed to help people understand and be understood, with a strong focus on creating a more neuroinclusive world. The company’s mission is to ensure that differences are recognized and valued, rather than forcing everyone into a narrow idea of “normal.” Everway is a global organization with more than 800 employees across North America, the UK, Europe, Australia, and New Zealand.

The workplace is described as purposeful, fast-moving, and structured around clear expectations and modern tools so employees can concentrate on meaningful work. The culture encourages people to bring their authentic selves to work and values different ways of thinking. The company highlights three core values: curiosity, courage, and full commitment.

Role Overview

The Manager of Customer Success is responsible for leading the Customer Success function, ensuring customers gain value from Everway’s products and services while supporting retention, product adoption, and long-term expansion. This role combines people leadership, operational ownership, strategic customer engagement, and process improvement.

You will manage day-to-day Customer Success operations, support team development, oversee important customer relationships, and work with other departments to strengthen the overall customer experience. You will also help build scalable systems and engagement practices as the business continues to grow.

Key Responsibilities

• Direct Customer Success initiatives and projects, making sure goals, deadlines, and expected results are achieved.
• Coach, train, onboard, and continuously develop members of the Customer Success team.
• Design, roll out, and refine customer lifecycle workflows and engagement touchpoints.
• Bring consistency to customer communications, success plans, and template usage across different customer groups.
• Serve as the escalation contact for complex customer issues, ensuring prompt resolution while turning challenges into learning opportunities for the team.
• Own key customer relationships and support customers in realizing value and increasing adoption of the product.
• Track and improve performance measures such as retention, adoption, customer health, customer satisfaction, and team productivity.
• Work closely with Sales, Support, Product, and other internal teams to enhance the customer journey and align external-facing efforts.
• Analyze customer feedback, operational information, and performance data to identify process improvements.
• Assist with workforce planning and readiness during times of higher customer demand.

Required Experience and Skills

• At least 5 years of experience in Customer Success, account management, or another customer-facing role in a SaaS environment.
• Proven experience managing teams and coordinating work with cross-functional stakeholders.
• Background in creating or improving customer lifecycle processes, engagement programs, or Customer Success operations.
• Strong customer orientation with the ability to use customer insight to guide decisions and improvements.
• Solid analytical ability, with experience using data, performance metrics, and structured problem-solving to support decisions.
• Well-developed organizational skills and strong attention to detail.
• Clear communication skills for working with customers, colleagues, and stakeholders through multiple channels.
• Experience using data tools, reporting systems, automation, or AI-enabled solutions to improve customer outcomes, team performance, or operational efficiency.

Preferred Qualifications

• Experience running Customer Success programs in a growing SaaS business.
• Experience handling strategic or enterprise customer accounts.
• Exposure to building customer success frameworks, success plans, or segmentation models.
• Familiarity with Customer Success software, CRM platforms, and customer health monitoring tools.
• Experience in EdTech or in supporting educational institutions.
• A degree or equivalent experience in a relevant field.

Additional Information

The application deadline is Monday, July 20, 2026. Applications may close earlier if the volume of interest is high, so early submission is encouraged.

Everway offers a competitive salary with bonus opportunities, flexible work schedules, comprehensive health and wellness benefits, flexible time off, career growth through development programs, and a collaborative, innovative culture where employee ideas are valued.

The company maintains a Drug-Free Workplace policy.

Everway is an Equal Opportunity Employer. All qualified applicants are considered without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The posting also references a Recruitment and Selection Policy and a Privacy Notice.