Customer Success Officer  

About Scribo Learning:

We are an edtech innovator developing and commercialising AI-powered education tools. Our flagship product Scribo is an AI-powered feedback and grading tool for essays, which is accurate and aligned to local and international pedagogies. Scribo has demonstrated measurable success, with case studies showing improved writing proficiency among learners and significant time savings for teachers. We are proud to have partnered with institutions across the world including the likes of British Council, United World College, Marshall Cavendish Education, and MOE Singapore.

About the role:

Scribo is looking for a dedicated and experienced Customer Success Executive/Associate. This role is ideal for ex-educators who have a passion for implementing edtech tools in schools and institutions. You will be the cornerstone of our customer relationships, ensuring a smooth and highly effective onboarding experience. The position requires a proactive approach to customer success, fostering deep relationships to support retention and growth.

This role collaborates closely with our New Zealand customers and therefore follows New Zealand business hours (NZT). Candidates should be comfortable working during these hours.

Key responsibilities:

1. Onboarding & training

• Guide schools and teachers through implementation and onboarding workflows
• Deliver product training sessions (live and recorded) tailored to varying levels of tech proficiency
• Help educators align Scribo with curriculum goals and classroom practice
• Respond to live chat support systems to help customers in need
• Manage support tickets and work with partners and the technical team to resolve any issues as soon as possible
• Support our distribution partners with onboarding and training of new and existing features

2. Customer relationship management

• Build and maintain trusted relationships with school leaders, teachers, and administrators
• Serve as the voice of the customer, surfacing feedback to product and support teams
• Conduct regular check-ins and strategy calls to support retention and expansion

3. Product adoption & usage

• Monitor engagement metrics and usage data to identify at-risk accounts or opportunities for deeper usage
• Proactively suggest features, updates, and workflows that align with user goals
• Support school success with writing analytics, classroom impact stories, and usage insights

4. Scaling success

• Create self-help resources (guides, videos, templates) to empower teachers
• Support professional development programs and webinars for educators
• Partner with marketing to share success stories and testimonials
• Manage our Scribo Connect Community platform with constant updates to topical use cases

Why join Scribo?

• Be part of a mission-driven team helping students and teachers around the world
• Work with cutting-edge AI built for teachers, with teachers
• Flexible work arrangements and collaborative culture
• Opportunities for professional growth within a fast-paced edtech company
• See real classroom impact from your efforts

What you bring:

• Prior experience in education (strongly preferred), either as a teacher or in a related role
• Prior experience in customer success, account management, or a similar role, preferably within the edtech sector
• Familiarity with CRM tools such as HubSpot
• Strong command of English, both written and spoken
• Proactive and self-motivated attitude
• Excellent interpersonal and relationship-building skills
• Strong communication, presentation, and training capabilities
• Ability to work independently and collaboratively
• Exceptional organisational and time management abilities
• Willingness to work in New Zealand business hours (GMT+13)