Customer Success Manager

About the role

The Customer Success Manager (CSM) plays a pivotal role in ensuring that schools, districts, and partners achieve meaningful, measurable outcomes. This role is crucial for scaling pilot programs and growing the base of early adopters, focusing on building strong relationships and driving adoption.

Responsibilities

• Partner with the Sales team during pre-sales conversations to understand each customer’s goals, vision, and definition of success.
• Participate in late-stage sales calls and handoff meetings to ensure a smooth transition from Sales to Customer Success.
• Build and maintain a Success Plan for each account, documenting goals, milestones, stakeholders, and success metrics.
• Own the end-to-end experience for pilot and current customers, focusing on driving first value and identifying and removing barriers to adoption.
• Document learnings from pilots to refine and improve the customer experience.
• Serve as the primary point of contact and trusted advisor for your book of accounts, maintaining regular, proactive communication and engaging with decision-makers.
• Act as the internal advocate for your customers, representing their needs and feedback to Product, PD, and Support teams.
• Guide customers through a clearly defined customer journey, monitor product usage data, and develop tailored adoption plans.
• Own the renewal process for your book of business, creating and maintaining renewal deal records, and identifying and developing expansion opportunities.
• Conduct regular business reviews to tie product usage to customer outcomes and set the stage for renewal and growth conversations.

Requirements

• 3-6 years in a Customer Success, Account Management, or related client-facing role, preferably in EdTech, SaaS, or a mission-driven organization.
• Experience working with K-12 schools, districts, or educational institutions.
• Demonstrated success managing pilots, onboarding programs, or early-stage customer relationships.
• Exceptional relationship builder and strong project manager.
• Clear, confident communicator with the ability to adapt to different audiences.
• Data-informed and collaborative with a bias for action.

Qualifications

• Passionate about using technology to change education.
• Self-starter with a strong commitment to customer success.
• Energetic and motivated to turn skeptical or overwhelmed users into true believers.

Skills

• Strong organizational and project management skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple accounts and priorities effectively.
• Proficiency in CRM tools and customer data analysis.

Benefits

• Medical, dental, vision, and life insurance, including a medical insurance plan with 100% coverage of employee.
• Daily lunch credit through DoorDash in office + free DashPash to use anytime for work or personal use.
• Wellhub Membership: 100% company-paid access to premium gym networks, wellness apps, and 1:1 coaching sessions.
• 401(k) matching.
• Pet-friendly office.

Pay

$100,000 - 130,000 base salary + meaningful equity.

Schedule

Full-time.