Director of Customer Success



Customer Service, Sales & Business Development
Barcelona, Spain
Posted on Tuesday, July 2, 2024

At Preply, we are unlocking human potential through learning.

We believe learning with a great tutor is life-changing. That’s why we match online tutors from across the globe with learners and empower them to create live language classes with AI-powered tools and learning materials. This is how we deliver progress, create engagement and keep our global community of learners motivated. So far, over 32,000 tutors have given more than 15 million lessons to learners from over 175 countries.

Welcome to Preply Business!

At Preply, we've built our reputation by excelling in the B2C market, and now we're revolutionizing corporate learning with our Business solution. Our platform empowers companies to upskill their employees in languages, equipping them with the confidence and communication skills needed to excel. Industry leaders such as ByteDance, Delivery Hero, and McKinsey & Co have already experienced the transformative impact of our solutions, unlocking their employees' potential and driving better customer outcomes and increased revenues. Scaling Preply Business is a top priority, and you will be at the forefront of this exciting journey.

In this role, you will lead our global customer success function, create strategies to ensure exceptional customer experiences and drive long-term customer loyalty. You and your team will own the onboarding flow for our customers, be their partner along the journey as a Preply user, support scaling usage of our product and improve our revenue retention rates across our B2B segment, increasing value through upsells.

What you’ll be doing:

  • Develop and implement a comprehensive customer success strategy aligned with Preply's overall business objectives.
  • Analyze customer health data, trends, and feedback to identify opportunities for process improvements and new initiatives.
  • Elevate the onboarding process experience, creating a better framing of how our value proposition can support new customers, and reach their goals through their partnership with us.
  • Support our customers through development and growth of key relationships, driving adoption and customer satisfaction, influencing expansion and renewals.
  • Lead and upskill a stellar Account Management and Onboarding team, establishing clear goals and performance metrics to measure the team's success and drive high-performance. Provide coaching, training, and support to the team.
  • Cross-functional team collaboration (Product, Marketing, Data) as well as alignment with other teams within the B2B organization (Sales, RevOps, Enablement).
  • Stay up-to-date with industry trends and best practices to build effective and scalable ways of working and frameworks.

What you need to succeed:

  • Bachelor's degree in business, marketing, or related field.
  • Extensive experience in customer success or account management, with a proven track record of developing and executing successful strategies to drive revenue and business growth, evidenced by increased retention and upsell rates.
  • Experience leading, managing, and growing high-performing CS or AM teams.
  • Background in a SaaS or similar B2B business, at an early growth stage or scale-up phase. Experience in the ed-tech or the online learning industry is a plus.
  • Excellent problem-solving skills and ability to think creatively.
  • Strong communication, interpersonal, and relationship-building skills.
  • Strong analytical skills and ability to use data to inform decisions.
  • Fluency in English is required.

Why you’ll love it at Preply:

  • An open, collaborative, dynamic and diverse culture;
  • A generous monthly allowance for lessons on, Learning & Development budget and time off for your self-development;
  • A competitive financial package with equity, leave allowance and health insurance;
  • Not in Barcelona? We offer an attractive relocation package to join us in our Preply Barcelona Hub
  • Access to free mental health support platforms;
  • Access to Gympass-partnered wellness and gym centers throughout Spain to promote and support well-being and physical health;
  • The opportunity to unlock the potential of learners and tutors through language learning and teaching in 175 countries (and counting!).

Our Principles:

  • Care to change the world - We are passionate about our work and care deeply about its impact to be life changing.
  • We do it for learners - For both Preply and tutors, learners are why we do what we do. Every day we focus on empowering tutors to deliver an exceptional learning experience.
  • Keep perfecting - To create an outstanding customer experience, we focus on simplicity, smoothness, and enjoyment, continually perfecting it as every detail matters.
  • Now is the time - In a fast-paced world, it matters how quickly we act. Now is the time to make great things happen.
  • Disciplined execution - What makes us disciplined is the excellence in our execution. We set clear goals, focus on what matters, and utilize our resources efficiently.
  • Dive deep - We leverage business acumen and curiosity to investigate disparities between numbers and stories, unlocking meaningful insights to guide our decisions.
  • Growth mindset - We proactively seek growth opportunities and believe today's best performance becomes tomorrow's starting point. We humbly embrace feedback and learn from setbacks.
  • Raise the bar - We raise our performance standards continuously, alongside each new hire and promotion. We build diverse and high-performing teams that can make a real difference.
  • Challenge, disagree and commit - We value open and candid communication, even when we don’t fully agree. We speak our minds, challenge when necessary, and fully commit to decisions once made.
  • One Preply - We prioritize collaboration, inclusion, and the success of our team over personal ambitions. Together, we support and celebrate each other's progress.

Diversity, Equity, and Inclusion

Preply is committed to creating a diverse and inclusive environment where people from all backgrounds can thrive. Different opinions and viewpoints are key ingredients in our success as a multicultural Ed-Tech company.

Preply will consider all applications for employment without regard to race, color, religion, gender identity or expression, sexual orientation, national origin, disability, age or veteran status. Together, we are The World Class.