Customer Success Manager
New
S
SmartLabK–12 EdTech
We are looking for candidates in the Midwestern United States.Full-TimeManager
Salary75,000 - 95,000 USD per year
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Job Details
- Experience
- 5+ years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation (or a bachelor’s degree).
- Required Skills
- SalesforceCustomer SuccessHubSpotAccount Management
Requirements
- Have a bachelor’s degree or 5+ years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation.
- Have a proven track record with renewals in a subscription/SaaS or curriculum-as-a-service environment.
- Bring familiarity with U.S. K–12 buying cycles, funding sources, and classroom dynamics.
- Demonstrate virtual facilitation, presentation, and storytelling skills.
- Be comfortable building Salesforce reports and interpreting engagement analytics.
- Work independently in a fully remote, distributed team and maintain strong asynchronous communication habits.
- Have experience with HubSpot, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).
- Be available for up to 15% travel, primarily for on-site school launches, regional conferences, and company events.
- Prior K–12 teaching or leadership experience is preferred.
- Exposure to STEM or project-based learning pedagogies is preferred.
- Experience preparing for and leading QBRs, EBRs, and other customer journey milestones is preferred.
Responsibilities
- Partner with Tech Support and Implementation to guide customers through post-sale onboarding and implementation.
- Maintain customer communication throughout onboarding and establish relationships with school stakeholders.
- Own customer relationships and coordinate with territory Sales representatives on account health and opportunities.
- Schedule and lead business reviews showcasing usage analytics, student outcomes, and ROI.
- Forecast renewal risks using HubSpot, Salesforce, customer feedback, and other data signals.
- Identify expansion opportunities and execute customer success and renewal plans.
- Cultivate customer advocates and identify opportunities for references, testimonials, case studies, and event participation.
- Coordinate with internal teams to resolve customer concerns and maintain communication during escalations.
- Log customer feedback and feature requests, and share trends with Product and Marketing.
- Maintain Salesforce records and use Monday.com dashboards to track milestones and communicate account status.
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