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Customer Success Manager: Northeast Region - OTE $90k + Equity
Posted 24 days agoViewed
💎 Seniority level: Manager, 3+ years teaching
🔍 Industry: EdTech
🏢 Company: SAM Labs👥 11-50💰 Private over 3 years agoEducationE-LearningSTEM EducationPrimary EducationSecondary Education
🗣️ Languages: English
⏳ Experience: 3+ years teaching
Requirements:
- Experience working in Ed Tech, Customer Success, Sales, or Account Management
- Have taught STEAM and/or Coding in Elementary or Middle School for at least 3 years in the past 5-7 years
- Have a customer-centric attitude and are obsessed over the details of the customer experience & journey
- Have an agile, data-driven, and proactive approach to support customers
- Are comfortable training teachers and administrators across the district and school levels
- Are excited to support teachers by co-teaching or modeling lessons and activities in the classroom
- Are passionate about the direct K-12 school market and are always ready to go the extra mile
- Thrive in the dynamic environment of a start-up
- Are comfortable utilizing tech platforms to manage and react to customer data and information
- Are willing to travel across your region (up to 30% of the time) to train and support customers in their classrooms
- Have a valid driver's license
- Have excellent writing, presenting, and conversational skills
- Are able to multitask, prioritize and manage time effectively
- Are experienced in and/or have a passion for STEAM & Coding
Responsibilities:
- Own the communication with customer districts, schools and teachers in your region after a purchase is made
- Engage with and build relationships with our users at the school level
- Continuously support all teachers using SAM Labs to ensure successful implementation and usage
- Understand the goals and vision of our customers and help them achieve those through their customer journey
- Retain customer accounts through renewals
- Grow the value of customer accounts through upsell, cross selling opportunities
- Lead expansion opportunities in customer districts
- Managing your tasks in our CSM platform in a timely manner
- Collect, analyze and act on feedback from customers from a range of sources (i.e. usage data, surveys, conversations, emails etc.)
- Understand and interpret product usage data and use this to provide interventions and support where needed
- Deliver onboarding and check-ins to all of our customers in your territory to ensure they are prepared to implement our learning solutions in their classrooms
- Provide virtual and in-person professional development
- Know our expansive content inside-out and point teachers towards what they need and recommend best practices to achieve their goals (i.e. alignment maps, lesson adaptations, etc.)
- Be the voice of the educator in the company and in the product
- Respond to customer inquiries for support in a timely manner
- Share customer feedback and insights with the wider team
- Share success stories and exciting updates with the wider team
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