Client Success Lead (Education) - Hyphenconnect

We are hiring for one of Hong Kong’s most established and trusted educational consultancies, representing over 350 independent schools and universities in the UK.

They are looking for a Client Success Lead, overseeing their client engagement function, ensuring that families, students, and partners receive exceptional service. The role requires both leadership of the client success team and the ability to convert service interactions into meaningful insights that drive business growth.

Key Responsibilities

• Lead and manage the Client Success team, ensuring professional handling of enquiries across all channels (phone, email, in-person, digital).
• Design and implement client engagement frameworks that improve satisfaction and loyalty.
• Integrate client feedback into CRM systems and translate insights into sales/outreach strategies.
• Train and coach CS staff to maintain high service standards.
• Collaborate with marketing and operations teams to ensure seamless client experience.
• Track and report on client success metrics, identifying opportunities for improvement.

Requirements

• 6–10 years of client service / customer success experience, ideally in education or professional services.
• Strong team leadership and coaching experience.
• Skilled in CRM systems and data-driven client engagement.
• Excellent problem-solving, interpersonal, and communication skills.
• Ability to balance empathy with business objectives, turning service into growth opportunities.
• Fluent in English and Cantonese; Mandarin is a plus.