Customer Success Manager

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 or customer journey mapping preferred.

Orchestrate 30-60-90 day success plans aligned with school learning goals. Conduct live or virtual customer meetings. Coordinate with Support to resolve technical/logistical blockers. Serve as the trusted advisor and primary point of contact for school stakeholders. Schedule regular business reviews. Forecast renewal risk using data signals. Identify upsell/cross-sell opportunities. Cultivate customer champions and secure case studies/references. Triage and document product/service issues, partnering with Support. Maintain transparent communication during escalations. Log qualitative feedback and feature requests. Share trend insights with internal teams. Ensure all touchpoints and opportunities are captured in Salesforce. Leverage Monday.com dashboards for project tracking.