Customer Success Manager
Job Summary
The Customer Success Manager at Education Week, a nonprofit K-12 news organization, sits at the intersection of customer success, support, and lifecycle marketing. They ensure institutional subscribers successfully onboard, actively engage, and realize ongoing value from their subscriptions. This role serves as the primary point of contact for group accounts, guiding them from onboarding through renewal. Working cross-functionally with sales, marketing, editorial, analytics, and product teams, they drive retention, engagement, and growth by combining relationship management with data-driven marketing strategies.
Responsibilities
- Serve as the primary point of contact for institutional customers, including schools, districts, universities, and organizations
- Ensure that customers find ongoing value in our content by:
- Leading onboardings for new group accounts, including account setup, administrator training, and usage guidance
- Maintaining account health, identifying at-risk customers, and implementing engagement and retention strategies
- Managing and resolving customer inquiries and issues in a timely manner
- Creating and maintaining customer resources such as FAQs, guides, and best practices to improve experience and scalability
- Designing and executing lifecycle marketing campaigns showcasing content tailored to the audience, including onboarding, engagement, and renewal email communications
- Track and analyze engagement metrics (e.g., usage, logins, email performance) and recommend improvements
- Support customer retention efforts and help improve renewal rates
- Identify upsell and cross-sell opportunities, such as additional seats or expanded offerings
- Manage cancellation requests by understanding customer needs and identifying opportunities to retain accounts
- Advocate for customer needs internally and share insights across teams
- Maintain accurate records of customer interactions and account activity in Salesforce
- Contribute to forecasting, planning, and process improvements for customer success efforts
- Participate in meetings and cross-functional initiatives to support organizational priorities
Qualifications
- Bachelor’s degree and 2–3 years of experience in customer success, lifecycle marketing, or subscription growth (or equivalent experience)
- Experience working with institutional or B2B/B2B2C customers
- Strong communication skills, with the ability to create content and present to internal and external audiences
- An analytical mindset with experience using CRM, marketing, and analytics tools to drive decisions
- Ability to balance reactive support with proactive engagement strategies
- Strong organizational skills and ability to manage multiple priorities
- Proficiency in Microsoft Office and willingness to learn new technologies
- Commitment to diversity, equity, and inclusion and alignment with Education Week’s mission
About Education Week
Education Week (www.edweek.org), America’s most trusted source of K-12 education news, analysis, and opinion, is a digital-first news operation that is dedicated to raising the level of awareness and understanding among professionals and the public of important issues in American education. A leading authority in an ever-evolving space, we bring over four decades of experience to our journalism and research without bias or agenda. Editorial Projects in Education (EPE), is a non-profit media organization that serves the nation’s leading K-12 policymakers, educators, researchers, marketers and other influencers with informed, independent, and highly respected journalism and research, with the goal of improving U.S. K-12 education.
Benefits
Education Week offers a competitive salary and benefits package including health and dental insurance, a 401(k), PTO, and tuition assistance. We value innovation, leadership, diversity, and forward-thinking, and provide a friendly, intellectual, challenging work environment where employees can thrive and grow professionally.