Customer Success Manager

Role Overview

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
• Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
• Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
• Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
• Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
• Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
• Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
• Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
• Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
• Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
• Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.

Requirements

• 3+ years of experience in customer success, account management, or a related role, with preference for experience within EdTech, SaaS, or adjacent roles in education-focused organizations.
• Strong verbal and written communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of educational stakeholders.
• Ability to analyze data, identify trends, and use insights to drive customer engagement and outcomes.
• Excellent organizational and time management skills, with the capacity to manage multiple accounts and prioritize tasks effectively.
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.

Benefits

• Competitive salary with bonus opportunities
• Flexible work schedules
• Comprehensive health and wellness benefits
• Flexible time off plans
• Career growth through development programs
• Collaborative, innovative culture