Scaled Customer Success Manager – K-12 Education & AI

Location: San Francisco, CA or New York, NY — Hybrid, 2-3 days onsite per week
Contract: 6-month W2 contract

About the role

Following the successful launch of an AI offering designed specifically for teachers, the organization is expanding its focus at the district level and preparing to launch a new enterprise solution. This role will be a key part of helping large K-12 districts successfully implement, activate, and scale AI across their schools.

This is not a traditional 1:1 Customer Success role. You’ll operate in a one-to-many model, building the programs, training infrastructure, enablement content, and repeatable playbooks that allow a broad portfolio of school districts to successfully adopt the platform at scale.

Responsibilities

• Manage a portfolio of K-12 school districts through onboarding, implementation, activation, and early adoption using scalable, digital-first engagement strategies.
• Design and execute the end-to-end K-12 enablement strategy, including onboarding cohorts, live and on-demand webinars, office hours, lifecycle communications, and activation programs.
• Partner with district IT and administrative teams on technical implementation, including SSO, user provisioning, role-based access, workspace configuration, and related deployment requirements.
• Translate implementation learnings into repeatable documentation, self-service resources, and scalable deployment playbooks.
• Help district leaders establish appropriate governance practices around data retention, audit logging, administrative controls, student data privacy, FERPA, and COPPA considerations.
• Create teacher-facing enablement materials such as use-case libraries, prompt guides, video walkthroughs, quick-start resources, and classroom-relevant training content.
• Develop and run Train-the-Trainer programs for instructional coaches, technology integration specialists, administrators, and teacher leaders.
• Facilitate training and activation sessions with educators, administrators, IT stakeholders, and district leadership.
• Build communities of practice that help educators share successful AI use cases and develop internal expertise.
• Monitor activation and adoption data across the district portfolio, identify stalled or at-risk deployments, and implement targeted interventions.
• Capture and synthesize educator and district feedback, including emerging use cases, implementation friction, and feature requests.
• Partner cross-functionally with Product, Marketing, Sales, and deployment teams to improve the K-12 customer experience.
• Help develop district success stories, reference programs, and scalable community initiatives.
• Establish the templates, health metrics, processes, and playbooks that define successful scaled Customer Success for K-12 customers.

Requirements

• Experience in Customer Success, implementation, learning design, enablement, or program management within K-12 education or EdTech.
• Strong understanding of the K-12 school district environment, including how educators, administrators, instructional leaders, and IT teams work together during technology deployments.
• Knowledge of the evolving AI-in-education landscape and the ability to speak thoughtfully about responsible AI adoption in schools.
• Experience managing complex customer implementations or technology rollouts across multiple stakeholder groups.
• Ability to lead conversations with both technical and non-technical audiences, from district IT teams to superintendents, administrators, and instructional leaders.
• Strong facilitation and executive presence, with the ability to confidently lead training sessions and strategic conversations with school district leadership.
• Experience creating scalable training, enablement, or customer education programs rather than relying exclusively on high-touch 1:1 customer engagement.
• Analytical mindset with the ability to use activation, engagement, and adoption data to identify trends and improve customer programs.
• Excellent written communication skills and the ability to turn complex processes into clear, reusable resources.
• Comfort operating in a fast-moving environment where programs, processes, and best practices are still being built.

Nice to Have

• Hands-on familiarity with SSO, identity management, user provisioning, role-based access controls, or enterprise SaaS implementation.
• Experience with FERPA, COPPA, student data privacy, or K-12 technology governance.
• Background supporting large school districts or district-wide technology deployments.
• Experience developing Train-the-Trainer programs or communities of practice.
• Experience working with AI products, generative AI, or AI-enabled education technology.
• Previous experience spanning both EdTech Customer Success and learning/instructional design.

Schedule

Hybrid, 2-3 days onsite per week in either San Francisco or New York City. Approximately 2-3 trips anticipated during the engagement.

Pay

$155-$170/hour

Benefits

• Comprehensive healthcare coverage (medical, dental, and vision plans)
• Supplemental coverage (accident insurance, critical illness insurance, and hospital indemnity)
• 401(k)-retirement savings
• Life & disability insurance
• Employee assistance program
• Legal support
• Auto, home, and pet insurance
• Employee discounts with preferred vendors