Customer Success Manager
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Job Description
Customer Success Manager supporting the New Mexico Evaluation implementation at Education Advanced. Managing complex projects for K-12 education and building trusted relationships with stakeholders.
Responsibilities:
- Perform all duties as a Customer Success Manager.
- Serve as Project Manager for the New Mexico State Evaluation implementation.
- Build trusted relationships with state, district, and school-level stakeholders.
- Manage project milestones, timelines, deliverables, documentation, risks, dependencies, and follow-up actions.
- Lead regular project check-ins, status updates, implementation meetings, and stakeholder communications.
- Ensure clear alignment between New Mexico stakeholders and internal Education Advanced teams, including Product, Support, Implementation, Sales, and Leadership.
- Support onboarding, training coordination, adoption planning, tickets and continued customer engagement.
- Translates deliverables into actionable tools and resources within the software for all customers.
- Monitor project progress, product adoption, usage trends, support needs, customer satisfaction, and risk indicators.
- Identify customer risks early and create proactive action plans to support successful outcomes.
- Capture customer feedback and field insights to inform product enhancements, support resources, and future statewide implementations.
- Create and maintain scalable resources, playbooks, communication templates, and process documentation.
- Serve as a trusted partner to New Mexico educators by providing guidance, support, and clear communication throughout the customer journey.
- Be proactive about solving problems and removing barriers to customer success.
- Occasional Travel Required
- Perform other duties as assigned.
Requirements:
- 5+ years of experience in Customer Success, Project Management, Account Management, Implementation, or a related role.
- Experience working in or closely with K-12 education.
- Strong understanding of school district operations, educator evaluation processes, campus leadership, and state-level education initiatives.
- Demonstrated ability to manage complex projects with multiple stakeholders, timelines, deliverables, and dependencies.
- Excellent communication, facilitation, relationship-building, organizational, and problem-solving skills.
- Ability to translate customer needs into clear internal action items and project requirements.
- Ability to work independently in a remote environment with limited supervision.
- Experience managing customer relationships through implementation, change, or transition.
- Ability to collaborate effectively across departments and lead through influence.
- Comfort using project management tools, CRM systems, customer success platforms, and productivity tools.
- Customer-first mindset with a strong commitment to educator success.
Benefits:
- Occasional Travel Required
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