Customer Success Manager

Lebra is a company focused on enhancing leadership and culture in organizations. They are seeking a Client Success Manager who will be responsible for building strong relationships with customers, ensuring product adoption, and driving customer satisfaction and retention.

Responsibilities:

• Serve as the primary point of contact for assigned customer accounts
• Develop strong, trusted relationships with district and organizational leaders
• Conduct regular check-ins, success reviews, and strategic planning meetings
• Understand customer goals, challenges, and organizational priorities
• Act as the voice of the customer within Lebra
• Drive customer adoption and engagement across all Lebra products
• Monitor account health and proactively identify risks
• Develop action plans for at-risk customers
• Ensure customers achieve measurable outcomes and success milestones
• Lead renewal planning and retention efforts
• Own and manage all customer support tickets and requests
• Maintain visibility into ticket status, priorities, and resolution timelines
• Coordinate with product, engineering, and implementation teams to resolve issues
• Ensure timely communication and follow-up with customers
• Develop and maintain support documentation, FAQs, and knowledge base resources
• Analyze support trends and identify opportunities for process improvement
• Facilitate customer training sessions and webinars
• Support onboarding for new administrators and staff
• Develop resources that improve customer self-sufficiency
• Encourage adoption of new features and product enhancements
• Help customers establish best practices for long-term success
• Identify opportunities for additional licenses, products, and services
• Partner with the sales team on expansion conversations
• Support customer referrals, testimonials, and case studies
• Encourage participation in customer advisory groups and community initiatives
• Partner with Product, Engineering, Marketing, Sales, and Implementation teams
• Share customer feedback and feature requests
• Help prioritize enhancements based on customer impact
• Support company initiatives focused on customer experience and retention
• Maintain documented success plans for all strategic accounts
• Conduct quarterly business reviews with top-tier customers
• Improve customer adoption and engagement metrics year-over-year
• 100% of support tickets acknowledged within one business day
• 90%+ of support tickets resolved within established service expectations
• Maintain customer satisfaction score (CSAT) of 90% or higher
• Maintain accurate support ticket documentation and status tracking
• Complete onboarding and training plans for all new customers
• Maintain training resource library and knowledge base
• Achieve target utilization benchmarks across products
• Generate customer referrals and advocacy opportunities
• Support expansion revenue goals through product adoption and account growth

Requirements:

• Bachelor's degree or equivalent professional experience
• 3+ years of experience in Customer Success, Account Management, Training, Educational Leadership, or related field
• Exceptional communication and relationship-building skills
• Strong organizational and project management abilities
• Ability to manage multiple priorities simultaneously
• Experience delivering presentations and facilitating training sessions
• Experience working with K-12 school districts or educational organizations
• Knowledge of customer success platforms, CRM systems, and support ticketing systems
• Experience supporting SaaS products
• Familiarity with change management and organizational leadership principles