Customer Success Lead

About Noon

Noon Academy

Role Purpose

What You'Ll Do

• *Build and maintain the student segmentation system*
• Define the behavioural and performance dimensions that matter for classifying students — think recency of engagement, frequency of practice, and mastery signals.
• Translate these dimensions into a working, maintainable tagging system: every student has a clear segment, and that segment updates as their behaviour changes.
• *Define action playbooks per segment*
• For each segment, define the intended action: what happens, who owns it, through what channel, and at what cadence.
• These aren't ad-hoc responses to individual cases — they're standing playbooks that run whenever the criteria are met.
• Work with Communication & Reporting to ensure the right message reaches students and parents at trigger points. Work with Student Journey to ensure high-risk segments are surfacing upstream journey problems, not just downstream symptoms.
• *Measure whether it's working*
• Track segment movement over time: are at-risk students converting to on-track? Is the high-potential segment growing?
• Run structured tests on interventions — vary the action, the timing, or the channel, and measure which combination moves the metric.
• Bring findings back into the playbooks. The system should get smarter each semester.
• *Own the on-track view*
• Maintain the operational view of student health across programs — who's in which segment, how it's changed week over week, and what the team should prioritise.
• Flag when segment patterns suggest a systemic problem (e.g., a whole cohort going cold) vs. a distribution of individual issues.
• ***You'll thrive here if you***
• Think in systems and segments, not individual cases. When you see a 60% completion rate, your first instinct is to cut it by behaviour cluster — not to pick up the phone and call a student.
• Are comfortable building classification logic — defining the criteria, testing whether they work, and refining them when they don't.
• Can move between data and action without losing the thread. You're not just an analyst who writes reports — you close the loop into a concrete playbook.
• Are structured in how you communicate findings. Teams downstream (comms, school leads, supervisors) need to know what to do, not just what the data says.

What We'Re Looking For

• 2 years of experience in growth, lifecycle/CRM, operations, or data-driven customer success — any role where you segmented a user population and designed differentiated actions per segment.
• Comfort working with data: building or reading cohort analyses, defining tagging criteria, tracking segment migration over time.
• Experience running A/B tests or structured experiments on interventions — not just reporting on outcomes.

About The Benefits

• Health: Full Medical coverage including Family Dependants.
• Time Off: 21 days annual leave.
• Team & Connection: Regular social activities with a smart, low-ego, multi-cultural team.
• Why work at Noon?
• Impact: Work on the world’s first social learning platform that impacts millions of students globally.
• Values: Join a team that lives by STUDENT FIRST, BE ORIGINAL, OWN IT, and BE BETTER EVERYDAY.
• Innovation: An environment that offers the freedom to commit "first-time mistakes" in the pursuit of learning and bold solutions—NEVER DEPRIVE A LEARNER.

About Diversity & Inclusion