Customer Success Manager

This is a fully remote position, open to applicants in Illinois, +1 more state.

📋 Description

• Assist clients during the post-sale onboarding process and implementation, collaborating closely with Tech Support and Implementation teams.

• Maintain ongoing communication with customers throughout the onboarding phase and foster initial relationships with stakeholders from schools and districts.

• Manage customer relationships, cultivate trust, ensure program continuity, and uphold alignment with SmartLab’s value proposition.

• Work in conjunction with territory Sales representatives on account health, changes in stakeholders, and potential opportunities.

• Organize and facilitate QBRs/EBRs that highlight usage analytics, student outcomes, and return on investment (ROI).

• Comprehend the decision-making journeys, objectives, priorities, stakeholders, and evolving needs of customers.

• Anticipate renewal risks using HubSpot, Salesforce, and customer feedback.

• Discover expansion opportunities and implement customer success and renewal strategies.

• Foster customer advocates and create references, testimonials, case studies, and encourage event participation.

• Coordinate with internal teams to address issues that affect customers and maintain clear communication during escalations.

• Record customer feedback and feature requests; relay trends to Product and Marketing teams.

• Ensure accurate records in Salesforce and communicate updates on account status, risks, renewals, and growth opportunities.

• Utilize Monday.com dashboards to monitor project milestones and convey status updates internally.

⛳️ Requirements

• Bachelor’s degree or over 5 years of pertinent experience in Customer Success, Account Management, or K–12 EdTech implementation.

• Demonstrated success with renewals in a subscription/SaaS or curriculum-as-a-service environment.

• Extensive knowledge of U.S. K–12 purchasing cycles, funding sources, and classroom dynamics.

• Exceptional virtual facilitation, presentation, and storytelling abilities.

• Strong data analysis skills—proficient in building reports in Salesforce and interpreting engagement analytics.

• Capable of working autonomously in a fully remote, distributed team; possesses strong asynchronous communication skills.

• Previous experience in K-12 teaching or leadership is preferred.

• Familiarity with HubSpot, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).

• Exposure to STEM or project-based learning methodologies is preferred.

• Experience in preparing for and conducting Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and other significant customer journey milestones is preferred.

• Willing to travel up to 15%, primarily for on-site school launches, regional conferences, and company events.

🏝️ Benefits

• Health Care Plan (Medical, Dental, Vision, Ancillary)

• Retirement Plan (401k, IRA)

• Life Insurance (Basic, Voluntary & AD&D)

• Paid Time Off (Vacation & 14 Paid Holidays Annually)

• Family Leave (Maternity, Paternity)

• Short Term & Long Term Disability Options

• Salary range: $75k-$95k