Customer Success Manager

About the Role

At Imagine Learning, we Empower Potential - in students, educators, and each other. As the leading provider of digital-first K–12 curriculum solutions, we’re committed to igniting learning breakthroughs that spark curiosity, creativity, and confidence. The Customer Success Manager (CSM) is a primary owner of the business relationship between Imagine Learning and the customer, responsible for customer success with Imagine Learning solutions, retention, growth, adoption, satisfaction, and stakeholder value.

This is a regular, full-time position, reporting to the Customer Success Director. The role is US-based and remote, with a preference for candidates residing within 50 miles of a major, international airport to facilitate travel.

Responsibilities

• Grow relationships with customer stakeholders and take direct responsibility for customer relationships.
• Serve as an informed thought partner to customers on implementation rollout, ensuring successful adoption of company services and products.
• Analyze customer engagement data to identify implementation strengths and areas of need.
• Conduct regular customer check-ins (virtually and in person) to elicit goals, provide progress data, and share key product updates.
• Develop account strategies for maintaining strong customer health, ensuring renewal and upsell opportunities.
• Provide assistance in creating and provisioning customer sites.
• Collaborate with internal teams to drive teacher adoption and success.
• Deliver onboarding support to ensure successful initial experiences with the site.
• Offer input on Customer Success team processes and procedures as required.

Requirements

• Bachelor’s degree in a related field and at least 4 years of experience managing customer relationships at an education technology company; or an equivalent combination of education and experience.
• Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration.
• Direct and proven work with establishing strategic outcomes and measurements.
• Experience working with and presenting results to senior-level executives preferred.
• Ability to quickly establish rapport with all levels of personnel, up to and including Superintendent and Chief Academic Officer.
• High energy level, demonstrated drive to succeed, and a sense of urgency.
• Ability to use and interpret data analytics and spreadsheets.
• Proficient within a fast-paced, growth organization.
• Excellent communication and analytical skills.
• Valid driver’s license, automobile insurance, and a clean driving record for at least the preceding 39 months.

Travel

This role may require approximately 15-50% travel, including day trips via personal car to school districts or airline/overnight travel. Imagine Learning reimburses for mileage and appropriate business-related travel expenses.

Pay

Base pay is anticipated to be between $64,678.00 and $75,000.00 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Benefits

• Multiple health, dental, and vision plans, including medical plans with zero employee premiums.
• 401k plan with a company match.
• 16 paid holidays, including 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day.
• Paid Time Off (PTO).
• Comprehensive maternity and fertility/family-building benefits.
• Paid bonding leave when a new child joins your family.
• Access to on-demand mental health resources.
• Life and short- and long-term disability insurance.
• Pre-tax savings plans.
• Paid volunteer time off.
• A wide variety of professional development programs, including tuition reimbursement.
• Work-from-home opportunities that foster work/life balance.