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On-site in Madrid·Added yesterday (last checked 6 Nov)
Our summary
- Work mode
- On-site, Madrid
- Benefits
- Private health insurance, gym access
Visa options
The ad doesn’t mention sponsorship
Not a refusal, but not a yes. Worth asking in your first message.
Skills
This job advert was originally written in Spanish.
Requirements
What we're looking for
A benchmark in the values of "all in" and "as a pack".
Student obsession: you understand how a candidate experiences their preparation and you design the accompaniment from that perspective.
Strategic vision: you connect accompaniment with retention, the brand, and the vertical's results.
AI-first and builder mindset: facing every task, you ask yourself what can be automated, and you move it to production without depending on third parties.
Data-driven decisions: you measure the impact of every change without forgetting that behind every number there is a person.
People development: you coach your Team Leader, with whom you work in tandem, and the rest of the team.
Influence: you align Academic Direction, Sales, Product, and Operations without needing formal authority.
Clear communication: you transmit vision, feedback, and clear reports to your team, the Business Lead, and the founders.
An eye for hiring A Players: you grow the team with quality and add academic and technical profiles.
Ownership and persistence: you push for demanding objectives and you do not give up on any student without a fight.
Location: Madrid.
You report to the Polaris Business Lead. You lead the Customer Success area with the support of your Team Leader, and you work side by side with Academic Direction, Sales, Product, and Operations.
You have been a Head or Manager of Customer Care, Experience, or Success, preferably in online education or subscription models, with a team of at least 8-10 people and ideally with a Team Leader or middle management.
You have built or redesigned how a student or customer is accompanied: onboarding, monitoring, and risk detection.
You have been responsible for retention metrics (churn, NPS, and activation) and you build your own reporting.
You have personally implemented automations or AI solutions in a support or operations team: assistants with LLMs, chatbots, or workflows with Make, n8n, or Zapier. Using ChatGPT is not enough.
Nice to have
Experience in civil service exams: having been a candidate or worked in an academy.
Training in psychology, psychopedagogy, education, or coaching.
Experience in edtech and in growing startups.
Experience with HubSpot and ticketing or omnichannel support tools.
Having worked with tutors, counselors, or coaches in your team.
Pay & benefits
What you'll get
Total ownership over Polaris student retention and experience, with real room to build.
Personal and professional development in an unbeatable environment.
Private health insurance.
Access to Wellhub (gyms, classes, and well-being).
Team events, celebrations, and a great atmosphere.
We already want to meet you, do you?
The role
Behind every candidate who secures their position, there are months of perseverance, mental blocks, and the urge to throw in the towel. At Polaris, we want no one to go through that alone, and that is why we are looking for the person who will lead our Customer Success.
This is not a customer service role under a different name. Together with Academic Direction, you will build our method of accompaniment toward securing a position; you will reduce churn by 40% in your first year; and you will make AI the lever to support more students without the team growing proportionally.
If you are driven by seeing someone achieve what they worked so hard for, and when you see a repetitive task you open a tool and automate it, this role is yours.
Lead the Customer Success area of Polaris so that every student feels supported until they secure their position. You will be responsible for our accompaniment model, retention and student experience, and the area's AI and automation strategy. You will have a direct line to the Business Lead to influence the vertical's decisions.
What you'll do
Design and implement, together with Academic Direction, a proprietary method: study plan, monitoring, detection of mental blocks, and the moments that decide if a candidate continues or quits.
Consolidate an efficient and scalable structure with your Team Leader, the Customer Success Specialists, and the external team.
Define quality and QA standards that work for any new training program.
Increase engagement and reduce the churn rate by 40%.
Create an engaging onboarding and drive their NPS above market standards.
Detect at-risk students in a timely manner and lead the recovery process together with the sales team.
Identify where AI and automation truly improve student service.
Prototype, test, and launch solutions. Here, AI is not delegated; it is built.
Scale the team's capacity without growing in proportion to the number of students and without losing quality.
Make Academic Direction, Product, and Customer Success function as a single experience system.
Improve the % of students who actually show up to take the exam.
Turn accompaniment into a competitive advantage and a selling point for Polaris.
How you'll work
First 30 days: you get to know the team and the student journey in depth, and you put a name and a number to the problem: where and why students are leaving us.
First 60 days: you move from diagnosis to action, with the first 2-3 AI and automation quick wins underway and the first actions to prevent at-risk students.
First 90 days: the area already bears your mark. The first version of the accompaniment method is being implemented, and there is a clear plan to reduce churn with the first visible results.
About Ucademy
Ucademy is a Madrid-based EdTech company that prepares candidates for Spain's competitive public-sector exams (oposiciones) across a wide range of bodies, from the national police and local administration to the health service (SERMAS) and the postal service (Correos). The company combines online learning platforms, personalized tutoring, and content creation, operating at the intersection of education, technology, and public employment preparation.
In Spain, Ucademy is a well-known brand for exam preparation, with a strong presence in Madrid and a growing team of educators, content creators, and sales professionals. For international professionals, the company offers an entry point into the Spanish education and public-sector job market, with roles spanning teaching, content development, and commercial functions, all conducted in Spanish and requiring an understanding of the Spanish public employment system.
- Industry
- EdTech
- Founded
- 2015
- Employees
- 11–50
- Headquarters
- Madrid, Spain
- In Spain
- Madrid
Good to know if you are moving
- All roles are based in Madrid, Spain, requiring Spanish language proficiency for teaching and content roles.
- The company's core business is preparing candidates for Spanish public-sector exams (oposiciones), so international hires should be comfortable with the Spanish public employment system.
- Roles span teaching, content creation, and sales, offering a variety of entry points for international professionals.
- The company operates a hybrid work model, with a mix of in-person and remote work.
- The work culture is entrepreneurial and fast-paced, typical of a growing EdTech startup.
In their own words
About the company & team
We started in 2021 with a whiteboard and a strong desire to turn traditional learning on its head. Today we're +130 people, three brands (Atlas, Polaris, and Explora FP) and one very clear mission: to change the way people learn.
Polaris is our Civil Service Exam unit: we help thousands of candidates prepare for Administration, Justice, Healthcare, Education, and Security Forces. Here, securing the position is what truly matters, and accompaniment is a huge part of how it is achieved.
Additional information
We are a pack: together we are unstoppable.
We are wild: we break molds and reinvent ourselves every day.
We go all in: we give it our all, always.
We are looking for someone who combines the perspective of someone who knows how to accompany with that of someone who builds. Intellectual humility, zero ego with feedback, and real ownership: you take responsibility for the result, not just the process.
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€48k - €70k
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