Customer Success Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Take ownership of the customer journey following the sale, encompassing onboarding, product adoption, and continuous support to ensure customer success.

• Collaborate directly with teachers, school leaders, and district technology teams to maximize the value they receive from Ethos Intelligence.

• Act as a liaison between customers and our Product and Engineering teams.

• Emphasize relationship-building, problem-solving, enhancing support resources, and influencing the future development of our products through customer feedback.

⛳️ Requirements

• Bachelor's degree or equivalent experience required.

• 3–6 years of experience in one or more of the following areas:

• Customer success or customer support within a SaaS environment.

• Product support or technical customer care.

• Support or implementation of EdTech platforms.

• Excellent written communication skills with the ability to convey software functionality to non-technical users effectively.

• Proven ability to troubleshoot product issues and assist users in finding solutions.

• Familiarity with SaaS platforms and help desk tools.

• Strong organizational abilities and capacity to handle multiple customer issues concurrently.

• A customer-first mindset and dedication to providing high-quality user experiences.

• Preferred Requirements:

• Experience in or direct support of the education sector (e.g., K-12 schools, districts, teachers, or students), with insight into how educators and administrators utilize software daily.

• Knowledge of AI tools or generative AI applications.

• Experience with ticketing platforms like Zendesk, Intercom, Help Scout, or similar tools.

• Understanding of prompt design, API integrations, or SaaS troubleshooting workflows.

• Experience in creating help center documentation or knowledge bases.

• Ability to reproduce bugs and meticulously document technical issues.

🏝️ Benefits

• Competitive base salary along with performance incentives.

• Opportunities for professional development.