Director of Customer Success

Director of Customer Success, HEI Schools

HEI Schools is a leading research-based education company from Finland, offering unique Finland-inspired education concepts under HEI Schools brand to private school and kindergarten operators and education organizations around the world.

To strengthen our customer success function, we are looking for an experienced Director of Customer Success. This is a new role in the company with permanent and full-time position based in Helsinki Finland, preferably starting in early 2025 but negotiable.

HEI Schools is headquartered in Helsinki, Finland. We are a multi-talented team of 12 people – all passionate about the company’s mission to offer high-quality education to as many children as possible. HEI Schools has been on a growth path since its founding and has customers in over 50 countries. The first HEI Schools branded kindergarten started operating in 2017 and today there are more than 20 HEI Schools kindergartens around the world. In addition to HEI Schools branded kindergartens and K12 schools, our product portfolio currently includes Toolkit Curriculum, Teacher Diploma and a new product that we are launching in 2025. HEI Schools brand is well-recognized in our main markets: Southeast Asia, Middle East and Australia.

As Director of Customer Success, you will take full ownership of our account management, customer success and project delivery functions. This role includes overseeing seamless product and service delivery, ensuring high quality and customer satisfaction. You will take the customer success function to the next level, identifying development areas and implementing improvements. You thrive on delivering value to our customers and solving a variety of challenges. With a deep understanding of our customers’ business environments, you enjoy collaborating with people from diverse backgrounds to build strong, win-win partnerships. Leading people is your passion, and you will supervise three amazing customer success team members.
As part of the management team, we trust you to bring vision and strategic direction to the customer success function. With our growth ambitions and company size, resilience and a hands-on, can-do attitude are essential. You will identify upsell opportunities, helping to ensure HEI Schools remain competitive and appealing. Your insights and understanding of customer needs will feed directly into business and product development done at HQ level.
With customers all around the world, primarily outside Europe, this role requires regular international travel abroad to meet our trusted partners. Were looking for an experienced professional used to demanding tasks and carrying responsibility. As a key role in the company, we seek someone who aligns with our culture, values and customer focus. This position reports directly to the CEO.

In this role, you will:
Create vision and strategy for the customer success function as a member of the management team
Lead customer success function with ownership over all aspects of our existing products, including product and service delivery, operations, processes, quality, customer satisfaction and continuous development
Engage with customers regularly (both online and in person) to maintain strong relationships
Identify upsell opportunities and support the sales team in business development
Supervise and support the growth of the customer success team (currently three team members).

To succeed in the role, you bring:
Previous work experience in a director role carrying full responsibility of a business function
8-10 years of relevant experience in account management, business development and/or sales with international clients
Work experience in an education business is a plus
Work experience of leading people in a supervisory role
A Master or Bachelor degree in relevant field
Fluent written and spoken English. Other language skills are a plus
This role requires regular travel abroad

What we offer:
Permanent, full-time position
Based in Helsinki, Finland
Start preferably early 2025, but negotiable
Monthly base salary
Opportunity to participate in management incentive plans
Work equipment
Other benefits such as health care, ePassi

Why to join HEI Schools?
International company with talented and fun colleagues who support your success
Global community of passionate customers
Low hierarchy with room for professional growth
Good work-life balance
Ability to make a difference! Education is the key in making a change for better

To learn more about HEI Schools, visit www.heischools.com

Interested? Send us your CV and a short 2-minute video in English where you tell us what youd bring to the role. Interviews are planned to be held starting week 3 but apply as soon as possible as we could be moving forward with suitable candidates already during the application period. Last day to apply is Wed 8.1.2025.

Questions? Contact Iida-Lotta Vilkki, Office & HR Manager, HEI Schools, +358408269546, iida-lotta.vilkki[at]heischools.com GMT+2 / EET on Wed 4.12. at 10-12, Mon 9.12. at 10-11 & 15-16 , Wed 11.12. at 13-16, Tue 17.12. at 10-16, Fri 3.1. at 11-12, Tue 7.1. at 10-12 & 15-16.

Osaamisalue: Hallinto- & toimistotehtävät, Johtaminen & konsultointi, Myynti & hankinta