About this Manager, Customer Success role at Everway
Every mind is unique. Yet much of the world is still built for what’s considered "normal," leaving too many people behind. At Everway, we change that by creating technology that helps everyone understand and be understood. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued.
Our careers fit real life. When you join us, you’re not just taking a job. You’re joining a movement to build a more neuroinclusive world. We’re a global community of over 800 employees spanning North America, UK, Europe, Australia, and New Zealand. A career here is purposeful and fast-moving, with clear expectations, modern tools, and the clarity to focus on what matters most.
Our people are supported and encouraged to show up as they are, with different ways of thinking welcomed and valued. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.
Join us at Everway - together, we can unlock the full potential of every mind.
About the role
The Manager of Customer Success leads Everway's Customer Success team, helping customers achieve value from our products while supporting retention, adoption, and long-term growth. The role combines team leadership, operational management, customer lifecycle optimization, and strategic customer engagement.
You'll oversee day-to-day Customer Success operations, support the development of team members, manage key customer relationships, and work across the business to improve customer outcomes. You'll also help shape scalable processes and customer engagement frameworks as Everway continues to grow.
Main responsibilities
In this role, you will:
- Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively.
- Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members.
- Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints.
- Standardise customer communications, templates, and success planning approaches across customer segments.
- Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development.
- Manage key customer relationships, helping customers realise value from their investment and supporting product adoption.
- Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness.
- Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities.
- Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement.
- Support workforce planning and operational readiness during periods of increased customer demand.
Essential criteria
- 5+ years of experience in Customer Success, account management, or a related customer-facing role within a SaaS environment.
- Experience leading teams and coordinating work across cross-functional stakeholders.
- Experience developing and improving customer lifecycle processes, customer engagement programs, or customer success operations.
- Demonstrates a customer-focused approach and uses customer insight to inform decisions and improvements.
- Strong analytical capability, using data, performance metrics, and structured problem-solving approaches to support decision-making.
- Strong organizational skills and attention to detail.
- Communicates clearly and effectively with customers, colleagues, and stakeholders across a range of communication channels.
- Experience using data, reporting tools, automation, or AI-enabled solutions to improve customer outcomes, team effectiveness, or operational performance.
Desirable criteria
- Experience managing customer success programmes within a growing SaaS organization.
- Experience managing strategic or enterprise customer relationships.
- Experience developing customer success frameworks, success plans, or customer segmentation models.
- Familiarity with Customer Success platforms, CRM systems, and customer health monitoring tools.
- Experience within EdTech or supporting educational institutions.
- Degree or equivalent experience in a related field.
Please submit your application by Monday, July 20, 2026.
Please note: applications may close early due to high demand, so early submission is encouraged.
Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter. Ready to make an impact? Apply today and be part of a company that invests in your success!
We are committed to providing a Drug-Free Workplace for all employees.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
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