Customer Success Specialist - K-12 Education

Job Summary

We are seeking a Success Manager to drive our efforts with Small Districts, which comprise about 25% of student subscriptions. This includes leveraging scalable tools to onboard new customers, build educator communities, drive product usage, and ultimately deliver student reading growth. This is an individual contributor, customer-facing position.

Essential Functions

• Drive Adoption and Engagement through Innovative, Scalable Methods: Provide scalable support through online communities, mass communication, tech-aided training, and AI-driven solutions. Create and execute strategies that balance generating usage with repeatable, scalable, and economical implementation support.
• Manage Accounts to Deliver Student Growth and District Renewals: Onboard partners for successful school and classroom launches. Create measures of success and monitor the health of hundreds of school district accounts. Provide data-driven insights to drive product usage and implementation practices, leading to student growth. Achieve high district renewal rates.
• Create and Support Educator Communities: Support an online community for teachers to share best practices, resources, and success stories. Foster engagement through regular communication, virtual events, and interactive content. Utilize AI and data analytics to personalize the community experience.
• Collaborate Across Teams to Drive Customer Satisfaction: Know the product inside and out. Provide technical advice or training. Distill reasons for product success or failure to deliver value. Convey actionable information to R&D, balancing engineering and service implementation cost with customer value.
• Leverage Technology to Deliver Efficient and Effective Support: Communicate about adoption trends and sentiment in compelling ways. Use Customer Success enablement tools to scale impact across high-volume interactions, tracking early-warning signs throughout the customer lifecycle and mitigating creatively.

Qualifications (Education And Experience)

• Bachelor's degree, and/or relevant experience.
• 4+ years of customer success experience – preferably in the Education SaaS industry.
• Experience implementing software solutions, preferably in the education technology industry.
• Proven track record of high (90%+) renewals rate and achievement of expansion goals and targets.
• Great interpersonal, written, and oral communication skills.

Preferred Qualifications

• Passion for literacy and equity in education.
• Problem-solver mindset.
• Organized and comfortable with CRM systems (e.g., Salesforce, Hubspot, ChurnZero).
• Desire to help teachers achieve excellent results in their classrooms.
• Interest in working with AI and automated systems and processes.
• Flexible and 'team first' attitude.
• Understanding of curriculum and software procurement in education.
• Able to work with a diverse range of co-workers and customers.
• Experience in digital marketing (preferred).