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

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.

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.