Customer Success Manager
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Job Description
Customer Success Manager guiding schools in effective SmartLab usage and relationship building. Lead onboarding, adoption strategies, and foster educational impact in K–12 systems.
Responsibilities:
- Orchestrate a 30‑, 60‑, 90‑day success plan that aligns SmartLab usage with each school’s learning goals.
- Conduct live or virtual customer meetings, ensuring customers can practice SmartLab Approach with fidelity.
- Coordinate with Support to remove technical or logistical blockers.
- Serve as the trusted advisor and primary point of contact for principals, STEM coordinators, and district stakeholders.
- Schedule regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI.
- Proactively forecast renewal risk using data signals from ChurnZero, Salesforce, and customer feedback.
- Identify upsell/cross‑sell opportunities such as curriculum refreshes, professional learning, and additional grade‑band labs.
- Cultivate customer champions and secure case studies, references, and conference co‑presenters.
- Triage and document product or service issues, partnering with Support Agents until resolution is confirmed.
- Maintain transparent communication loops with customers during escalations.
- Log qualitative feedback and feature requests in Salesforce and Monday.com.
- Share trend insights with Product, Curriculum, and Marketing teams to influence roadmap and messaging.
- Ensure all touchpoints, tasks, and opportunities are captured in Salesforce.
- Leverage Monday.com dashboards to track project milestones and communicate status internally.
Requirements:
- Bachelor’s degree **or** 5+ years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation.
- Proven track record delivering ≥ 90 % renewals in a subscription/SaaS or curriculum‑as‑a‑service environment.
- Deep familiarity with U.S. K–12 buying cycles, funding sources, and classroom dynamics.
- Excellent virtual facilitation, presentation, and storytelling skills.
- Strong data orientation—comfortable building reports in Salesforce and interpreting engagement analytics.
- Ability to work independently in a fully remote, distributed team; strong asynchronous communication habits.
- Prior teaching or district‑level instructional coaching experience preferred.
- Experience with **ChurnZero**, **Salesforce**, **Monday.com**, and Microsoft 365 (Teams/Outlook).
- Exposure to STEM or project‑based learning pedagogies preferred.
- Formal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping preferred.
Benefits:
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Work From Home
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