Customer Success Manager

About the role

We're looking for a proactive, innovative, and results-oriented Customer Success Manager who will serve as a strategic partner to district leaders. In this role, you'll build trusted relationships, guide successful implementation, and provide consultative support that aligns Ellevation's solutions with district priorities. Working closely with our Account Management team, you'll help partners navigate challenges, remove barriers, and drive long-term success. You will partner with districts throughout their journey, building their capacity to implement best practices, navigate change, and improve outcomes for multilingual learners. Collaborating across Customer Success, Product Education, and other cross-functional teams, you'll advocate for partner needs and continuously enhance the partner experience. Most importantly, you'll help thousands of educators make informed decisions, strengthen instruction, and better support multilingual learners so they can thrive academically. You'll develop deep expertise in English Learner program best practices and serve as a trusted advisor, helping district leaders translate their goals into sustainable, measurable results. This role requires exceptional relationship management, strategic thinking, and a service-oriented mindset, along with the ability to navigate complex partner needs in a fast-growing organization. As a Customer Success Manager, you'll build lasting partnerships that help districts realize the full value of their investment in Ellevation while advancing meaningful outcomes for educators and students.

First year expectations

Within 1 month, you will:

• Onboard and learn about Ellevation and the work we do to improve outcomes for English Learners
• Become familiar with our product offerings and our customer landscape
• Understand the Partner Success Organization's approach and how we work in close collaboration with our Revenue teams
• Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement
• Shadow Customer Success meetings and calls while becoming familiar with our partner-facing resources

Within 3 months you will:

• Take on your first partner implementations and begin managing your full partner caseload
• Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction, and other health metrics
• Build relationships with the Account Managers you work closely with to learn more about your partners
• Continue to gain proficiency with the Ellevation product suite and deepen your product knowledge
• Drive successful implementation and partner outcomes by proactively connecting educators to the resources, self-paced training, and support that build long-term capability and self-sufficiency

Within 6 months you will:

• Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation's suite of products for multiple partners simultaneously
• Deepen your ability to analyze partner health data and determine which retention strategies and success plays to apply proactively
• Collaborate with other PSMs and internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners
• In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals

Within 12 months you will:

• Drive successful partner outcomes by ensuring accurate and timely data, delivering a high-quality partner experience, maintaining strong partner satisfaction, and proactively aligning expectations to support long-term success
• Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs
• Act as a subject matter expert for our Product Education team as it relates to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources
• Surface learnings, observations, and feedback from district partners to Ellevation's Product and Engineering Teams to help inform future product development efforts

Pay

$80,000 - $100,000 a year

Benefits

• Medical, dental, vision, and basic life insurance for benefits-eligible employees and qualifying dependents
• 401(k) retirement plan with employer match up to 50% on the first 7% of your contribution, with pre-tax and Roth options
• Flexible paid time off for vacations
• Sick and disability policy
• 10 paid company holidays plus 2 floating holidays
• Winter office closure between Christmas and New Year's
• Generous parental leave benefit
• Back-up childcare or eldercare
• Remote and in-person engagement opportunities, including happy hours, themed events, and competitions
• Remote and in-person wellness programming to support mental and physical wellbeing
• Company and team offsites in various cities across the United States
• Collaborative workspace in the heart of Boston, near Downtown Crossing, Government Center, and Aquarium T stops
• Free snacks, beverages, and local organic fruit
• Professional development and growth opportunities
• Opportunities to join Employee Resource Groups and support building a culture of belonging