Head of Customer Success & Product

High-Growth EdTech Startup | Remote | Full-Time

Work Directly with the CEO & Founder | Potential Path to COO

? About the Company The company's mission is to unlock every student's potential . We believe every student deserves the opportunity to succeed, regardless of their past academic performance or circumstances.

The business has grown from approximately $400K to $3M in annual revenue in a remarkably short period, with the ambition of positively impacting millions of students.

? The Opportunity

We're looking for an entrepreneurial, energetic, and resourceful leader who combines a founder's mindset with strong operational and people leadership skills.

Working directly with the CEO and Founder, you'll lead and scale Customer Success, Student Success, Product, and customer-facing systems , ensuring an outstanding experience for schools while improving operations and technology.

You'll collaborate closely with the Head of Logistics & Tutor Success and technical leadership to drive execution across the business.

We're looking for a builder, not just a manager. Someone proactive, hands-on, comfortable with ambiguity, and energized by building processes, solving problems, and scaling a fast-growing startup. This is a high-ownership environment that requires flexibility and a willingness to go the extra mile when the business needs it.

The role offers significant growth potential, including a possible path toward Head of Operations or COO.

? What You'll Lead

1. Customer Success & Student Outcomes

- Build and lead Customer Success and Student Success, from onboarding through retention, renewals, and expansion.
- Develop scalable customer communication, health tracking, and risk management processes.
- Improve customer satisfaction, engagement, and student outcomes.
- Coordinate with academic, logistics, and tutor teams to ensure service quality.

2. Product Management & Innovation

- Lead Product in partnership with the CEO, translating business and customer needs into priorities.
- Manage product roadmaps, requirements, UAT, launches, and adoption.
- Work with engineering and technical leadership to improve the platform and customer experience.




- Establish feedback loops between customers, Product, and internal teams.

3. Process Improvement, AI & Automation

- Identify inefficiencies and redesign workflows to reduce manual work and operational complexity.
- Implement AI tools, agents, and automations across customer-facing and internal processes.
- Build scalable solutions that support growth without proportional increases in headcount.
- Measure the impact of improvements while ensuring reliability, human oversight, and data protection.

4. HubSpot, CRM & Customer Systems

- Own and optimize CRM processes, preferably using HubSpot.
- Build workflows, automations, reporting, and customer lifecycle tracking.
- Improve Sales-to-Customer-Success handoffs, customer health monitoring, renewals, and expansion processes.
- Drive CRM adoption and data quality across teams.

5. Data & Analytics

- Develop dashboards, KPIs, and performance scorecards.
- Monitor retention, engagement, student outcomes, product adoption, and operational efficiency.
- Turn data into actionable insights and measurable improvements.

6. People Leadership & Execution

- Hire, coach, and develop high-performing Customer Success and Product teams.
- Build a culture of ownership, accountability, and continuous improvement.
- Establish clear priorities, performance expectations, and operating rhythms.
- Lead cross-functional initiatives and empower teams to work autonomously.

? Who We're Looking For

Required Qualifications

- 5+ years of Customer Success experience, including leadership, or equivalent entrepreneurial experience as a Founder/Co-Founder managing customers, service delivery, teams, and business operations.
- Proven experience building and leading teams.
- Hands-on experience using AI tools, agents,



and workflow automation to improve business efficiency.
- Strong track record in process improvement and building scalable systems.
- Analytical skills and experience using KPIs to drive decisions.
- Experience with CRM platforms; HubSpot is preferred but not required.
- Excellent English communication skills, both written and verbal.
- Strong interpersonal and relationship-building skills.
- Entrepreneurial mindset, adaptability, and comfort in fast-paced startup environments.
- Genuine passion for education, social impact, and helping students succeed.

Strongly Preferred

- Experience in EdTech, B2B, or B2B SaaS.
- Previous Head/Director of Customer Success experience.
- Founder, Co-Founder, or early-stage startup experience.
- Experience leading Product, Product Operations, or customer-facing technology initiatives.
- Advanced HubSpot knowledge and experience implementing AI agents.
- Experience scaling teams and operations in high-growth environments.

Additional Advantages

- Background in K-12 education, tutoring, or working with school districts.
- Experience as a teacher, tutor, or educator.
- Involvement in nonprofits, social enterprises, volunteering, or mission-driven organizations.
- Experience in marketplaces or tech-enabled services.

? The Mindset We're Looking For We're looking for an energetic, charismatic, and purpose-driven leader who loves working with people, takes ownership, and thrives in fast-paced startup environments. Someone proactive, hands-on, eager to grow, and genuinely passionate about the company's mission and making a meaningful impact on students' lives.

⭐ Why Join?

- Meaningful Impact: Help improve millions of students' lives.
- Work Directly with the Founder: Contribute to the company's strategy and future.
- Ownership & Autonomy: Lead key functions and build scalable systems.
- Growth: Join a rapidly expanding company with a potential path to COO.
- Innovation: Drive AI, automation, and product development.
- Compensation & Equity: Competitive compensation, performance-based incentives, and potential equity participation, depending on experience and agreed terms.

📌 Head of Customer Success (México)
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