Senior Customer Success Manager
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Job Description
Senior Customer Success Manager for Enterprise accounts at Packback. Supporting instructor engagement and user growth on the Packback platform while focusing on customer satisfaction and retention.
Responsibilities:
- Efficiently manage 200-350 professors throughout their customer journey
- Retain and grow the customer user base at each account to meet contract expectations and support the Account Manager in contract renewal
- Lead and execute adaptive strategies to expand new instructor adoption within the portfolio, ensuring approaches are responsive to the unique needs and situations of each account. Demonstrate the ability to leverage group demos, referrals, and targeted outreach—while not being limited to these methods—to drive customer adoption across key areas, collaborating with the Account Manager to identify and prioritize opportunities.
- Plan and conduct interactive professional development workshops and seminars to train faculty and teachers on integrating Packback into their curriculum and utilization of instructional AI
- Facilitate and grow the Packback user community by hosting weekly webinars and fostering discussions on best practices in online discussion facilitation, thus enhancing peer-to-peer support and engagement among educators
- Build relationships with campus drivers of Technology usage (Project Leads, Instructional Designers, Course Designers, Building Leaders, etc.). Maintain relationships with Project Leads at select accounts as determined by account health, ACV, and growth potential
- Provide 1-1 and group coaching to instructors on pedagogical best practices for utilizing Packback’s available suite options in Packback
- Identify and develop relationships with champion users, coordinating closely with marketing to create case studies and testimonials that highlight the transformative impact of Packback on classroom engagement and student outcomes
- Monitor customer health scores and initiate proactive outreach for instructors and accounts at risk of churn, deploying targeted interventions to address their specific challenges and improve their overall satisfaction with Packback
- Be a product expert on all features and updates to the Packback platform. Maintain current knowledge on Packback's AI-driven features and UX updates.
- Collect user feedback to refine training programs and inform product enhancements
- Travel nationwide to lead onsite training and lead customer meetings in your territory on the Packback platform and attend company onsite retreats. This could be up to 30%.
Requirements:
- 4+ years in a customer-facing role such as Customer Success or Account Management
- Experience managing a high-volume book of business or pipeline (100+ accounts, clients, or users)
- Experience delivering training, onboarding, or presentations (virtual and/or in-person)
- Demonstrated ability to quickly learn and effectively use new technologies and incorporate AI into your workflow
- Strong verbal and written communication skills, with the ability to engage educators in clear, two-way conversations, deliver trainings, and ensure shared understanding
- Strong collaborator who builds relationships with internal teams and external stakeholders, including instructors and campus partners, to drive customer success
- Adaptable and flexible, able to adjust strategies based on account needs, feedback, and a dynamic higher education environment
- Excellent organizational and time-management skills, with the ability to manage 200–350 instructors and competing priorities while meeting deadlines and communicating trade-offs.
- Strong analytical and problem-solving skills, using data (e.g., customer health metrics) to identify risks, recommend solutions, and drive improved outcomes
- Ability to travel up to 25%
- Proficiency with CRM systems (e.g., Salesforce, HubSpot) and strong skills in Google Workspace and Video conferencing tools (Zoom, Teams)
- Previous experience working in EdTech, Higher Education, K-12 and/or teaching is strongly preferred
Benefits:
- 12 weeks of paid leave for welcoming new children
- Multiple Health and Welfare Benefit Options (Medical, Dental, Vision)
- 401k plan (with employer matching)
- Flexible + Remote Work Opportunities
- Unlimited Paid Time Off (PTO)
- Employer Assistance Program (EAP)
- Calm and DoorDash subscriptions
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