Customer Success Manager

About the role

The Customer Success Manager is responsible for managing a portfolio of client accounts, ensuring smooth onboarding, consistent engagement, and successful program implementation. This role focuses on day-to-day client support, scheduling and logistics, and proactive communication to deliver a seamless customer experience. The Customer Success Manager ensures clients stay on track with certification, training timelines, and program requirements while serving as a dependable point of contact for ongoing needs.

Responsibilities

• Own an assigned book of business, driving retention, engagement, and early expansion signals that support Net Revenue Retention (NRR).
• Ensure accounts stay renewal-ready by executing the full certification cycle (recerts, initials, training alignment) and coordinating all related logistics, scheduling, and registrations.
• Manage day-to-day client relationships, delivering fast, accurate support, responding to inquiries promptly, resolving issues, and escalating with full context when needed.
• Maintain clean, accurate CRM notes and tasks, ensuring account status, requirements, and next steps are always clear.
• Monitor account health, identifying risks early and acting quickly to stabilize accounts and keep clients compliant with Safety-Care requirements.
• Conduct ongoing outreach for recertifications, new initials, and engagement campaigns, communicating proactively with clients about program updates, scheduling, and progress.
• Surface early expansion signals to Senior CSMs, the Manager, and Sales, and partner on prospective calls or opportunities when appropriate.
• Collaborate cross-functionally with Sales, Training, Finance, and other internal teams to ensure seamless service delivery, smooth training execution, and a frictionless customer journey.
• Share meaningful client feedback and support process or program improvements that enhance the overall client experience.
• Support event and training coordination for QBS programs and client engagements

Qualifications

• Experience in customer success, account management, education, school operations, training coordination, or a related field preferred.
• Background working in K-12 education, special education, behavioral health, student support services, or human services is highly valued.
• Strong customer service and communication skills, both written and verbal.
• Ability to manage multiple priorities, schedules, and deadlines.
• Experience with CRM, scheduling, or registration software preferred.
• Strong attention to detail and organizational skills.
• Hybrid work capability; occasional travel for conferences or client events as assigned

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retail Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Professional Development

Compensation

$70,000-$80,000 base + variable + annual bonus (OTE ~$86,000-100,000+ depending on experience)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retail Plan (401k) with company match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Professional Development

Revenue

Foxborough, MA

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