Customer Success Manager

About the role

As a Customer Success Manager, you will be a key driver for customer satisfaction and revenue expansion across the suite of products including Kami, Companion, and Book Creator. This role combines proactive customer management, strategic relationship building, and a strong focus on expansion and cross-selling to ensure customers achieve their desired learning outcomes and consistently renew and expand their subscriptions.

Responsibilities

• Customer Relationship & Communication
  • Serve as the trusted resource for key accounts, acting as their reliable gateway to Kami, Companion, and Book Creator.
  • Drive adoption, retention, and expansion by understanding customer needs, defining success criteria, and crafting success plans.
  • Interact with customers worldwide via email, phone calls, video calls, and social media, maintaining a regular communication cadence to monitor account health and deliver student learning outcomes.
  • Build, manage, and leverage key stakeholder relationships to build awareness across the entire district.
• Account Growth & Revenue Expansion
  • Develop accounts by helping customers grow usage across their institution.
  • Manage and grow the subscription renewal process, finding creative solutions to overcome objections or issues.
  • Develop cross-sell opportunities, specifically by cross-selling products within the Kami, Companion, and Book Creator ecosystem, and identifying upsell potential.
  • Consistently meet agreed targets for subscription renewal and seat expansion.
• Strategy & Improvement
  • Strategize with sales, marketing, and product teams throughout the onboarding, nurturing, and renewal Teacher Success journey to achieve mutually beneficial long-term goals.
  • Anticipate customer needs and adapt strategic plans in accordance with closely monitored metrics to achieve long-term goals and desired outcomes.
  • Provide feedback to the Kami leadership team to drive continuous process improvement, automate tasks, and enhance the customer experience.
  • Actively seek to understand change and incorporate new processes and systems quickly and effectively.
  • Help curate success stories from districts to broaden the products' efficacy resources.
• Compliance
  • Ensure satisfactory compliance with Customer Management expectations.

Requirements

• At least three years of customer success management or account management experience.
• Experience working in a high-energy, fast-growing environment.
• Passion for educating customers and helping them solve problems and achieve their goals.
• A helpful, consultative approach and the ability to influence.
• The communication skills to clearly explain the benefits of a solution.
• Ability to ask great questions to uncover problems faced by your customers’ organization.
• A self-starter with a track record of success.
• Education experience is a plus.

Benefits

• A people-first employer that is on an inspiring mission to build the future of education while changing the lives of millions.
• High-caliber and diverse team ranging from successful startup veterans to Fortune 500 and big tech professionals.
• Continuous learning and development opportunities, including subsidized course fees, certifications, conferences, and free access to Udemy and more.
• A strong mission: the satisfaction of knowing you’re helping modern-day superheroes (teachers) and shaping the minds of future generations globally.
• Happy customers: helping thousands of schools worldwide through the digital transformation of education for the 21st century.
• Huge potential: already used by 70 million users in 175 countries as one of the most popular and fastest-growing EdTech platforms worldwide.