Customer Success Manager (Fully Remote)

The Calling

Serve as a trusted advisor and primary point of contact for a portfolio of school & district partners
Guide the end-to-end customer experience from onboarding to renewal, inclusive of leading kickoff and customization calls, check-ins, progress reviews, cross-sell, and renewal and expansion conversations
Work closely with district partners to understand their unique goals and needs, collaborating with internal teams (e.g., sales, implementation, professional services, product & marketing) to develop solutions and success plans that lead to sustainable practice and positive outcomes with Branching Minds
Create and manage customer journeys and engagement campaigns in our customer success platform (ChurnZero), tracking and reporting on customer health and progress toward milestones
Develop and execute strategies to drive Branching Minds adoption and platform usage to increase customer value, satisfaction, and reduce churn for your portfolio of accounts
Maintain a regular cadence of calls along with Beginning, Middle, and End of Year Reviews with school and district leadership highlighting key success metrics and opportunities for improvement
Act as a liaison between district partners and internal teams, advocating for their needs and communicating feedback to improve our product and services
Identify opportunities for customer advocacy through case studies, sales referrals, white papers, webinar panels and other initiatives to highlight partner success and innovation
Regular tracking and monitoring of usage, milestones, and health metrics; proactively identifying potential issues and escalating to Customer Success leadership for additional support as needed
Own contract renewals for your portfolio of accounts, managing the process in our CRM (Hubspot) which includes updating stages, generating quotes, and collaborating with sales for expansion opportunities
Leverage insights from data to develop and refine the customer experience by identifying pain points and possible solutions
Develop deeper knowledge of MTSS best practices and all product offerings to effectively guide customers toward better outcomes with Branching Minds
Other duties as assigned

Requirements

Relationship Builder - Experience in a customer-facing role (consulting, advocating, development) that includes issue resolution & relationship management. You love helping people and solving problems
Project Master - High attention to detail and adept at prioritizing multiple tasks and needs
Comfortable with technology and excited about becoming a Branching Minds' platform expert
Passionate about improving education and committed to equity of success for all learners, particularly those who struggle to succeed
Comfortable with the dynamic, self-motivated, collaborative, fast-paced culture of a startup, and able to work well both independently and as part of a team
Brings prior experience in client-facing, project management, K-12 education, or edtech roles

Lucky Us If You Have

(No biggie if you don't) Prior experience working in a success, client-facing, or project management role
Previous experience in K12 education and/or edtech
Previous experience using Branching Minds

Interview Process

If we are a match, you can expect a total of 3 steps in the interview process after the initial application: 30-minute screening interview with one of our Customer Success Managers
30-minute Deep Dive Interview with the Director of Customer Success
60-minute Final Round Interview with the Customer Success Team that includes a 20-minute presentation

Benefits

• Base annual compensation for this role is $75,000 - $85,000 based on experience, expertise, and geographic location.
• Studies show that women, communities of color, and historically underrepresented individuals tend to hesitate applying for jobs unless they meet all listed qualifications. At Branching Minds, we prioritize cultivating a diverse, inclusive, and supportive culture. Therefore, if you're passionate about the role but your previous experience doesn't perfectly align with every qualification in the job description, we still urge you to apply. You may be a strong fit for this position or other opportunities within our organization.
• In Our Own Words, We Are...
• Independent, Relaxed, Ownership, Flexibility, Always Learning, Casual, Adaptable, "Best Idea Wins," Passionate, Dedicated, Very Capable/Competent, Efficient, Communicative, Welcoming, Caring, Scrappy, Friendly, Co-operative, Agile, Supportive, Principle-Driven, Respectful, Practical, Attentive, Funny, Self-Motivated, Silly Parrots.
• Our Commitment to Diversity, Equity & Inclusion At Branching Minds, a diverse, inclusive, and equitable workplace is one where everyone, regardless of their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, professional and life experiences, disabilities, and abilities; feels valued and respected.
• We are proud to be an equal-opportunity employer that is committed to continuing to create a diverse, inclusive, and equitable environment.
• Our Commitment To People With Disabilities Branching Minds is committed to disability inclusion, and to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.

E-Verify

We are proud to be Great Place To Work® Certified™.
Branching Minds participates in the E-Verify program, which is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies the employment eligibility of newly hired employees by comparing information entered by the employer on the Form I-9, Employment Eligibility Verification, against records available to DHS and SSA to confirm employment eligibility.