Customer Success Specialist - K-12 Education

Essential Functions

• Drive Adoption and Engagement through Innovative, Scalable Methods.
• Create and execute strategies that balance the need to generate usage with the goal of repeatable, scalable, and economical implementation support.
• Manage Accounts to Deliver Student Growth and District Renewals
• Onboard partners so schools and classrooms launch our customer's platform with success.
• Create measures of success and keep a pulse on the health of hundreds of school district accounts.
• Provide insights to customers using data to drive product usage and implementation practices with fidelity, leading to impact (e.g. 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 for teachers.
• Collaborate Across Teams to Drive Customer Satisfaction
• Know our customer's product inside and out.
• Be often called upon to provide technical advice or training.
• Distill the reasons why the product is working well and why it is failing to deliver value.
• Convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value.
• Leverage Technology to Deliver Efficient and Effective Support
• Communicate in novel and compelling ways about adoption trends and sentiment.
• Find ways to passionately convey the value proposition when examining a district's utilization and reading growth data.
• Use Customer Success enablement tools to scale your impact across a high volume of interactions daily, tracking early-warning signs throughout the customer lifecycle and mitigating creatively and relentlessly.

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: Experience in education administration and/or a start-up organization.

Preferred Qualifications

• You have a passion for literacy and equity in education.
• You are a problem-solver.
• You are organized and comfortable with CRM systems (e.g., Salesforce, Hubspot, ChurnZero).
• You want to help teachers achieve excellent results in their classrooms.
• You want to work with AI and automated systems and processes.
• You demonstrate a flexible and 'team first' attitude.
• You understand curriculum and software procurement in education.
• You can work with a diverse range of co-workers and customers.
• PREFERRED: experience in digital marketing.