Customer Success Manager – SMB / Scale Team

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

📋 Description

• Collaborate with a team to achieve onboarding, usage, and renewal objectives for your assigned portfolio of districts.

• Lead onboarding processes for new districts, including project kickoff, data integration, and training sessions.

• Evaluate usage, engagement, and outcome data to assess health and identify necessary actions at each district.

• Cultivate and sustain relationships with directors and executives at each of your districts.

• Oversee the renewal process (including quotes, verbal approvals, and signatures) for your districts.

• Deliver structured customer feedback to our Product Team, gathered during various customer interactions.

• Continuously identify and document challenges and issues encountered by our districts.

• Maintain up-to-date account records and notes in a CRM such as SalesForce, Gainsight, or other customer success tools.

⛳️ Requirements

• Over 3 years of professional experience.

• At least 1 year of experience in implementation and customer success within a SaaS company (preferably in the K12 or EdTech sector).

• Demonstrated ability to manage multiple tasks and oversee a substantial portfolio of clients.

• Experience or capability to operate effectively in a remote work environment.

• Excellent interpersonal skills.

• Proficient in project management skills (understanding task dependencies and sequencing, as well as managing tasks).

• A positive mindset - able to maintain optimism in high-pressure situations.

• A proactive and entrepreneurial approach, eager to take initiative in a fast-paced and dynamic setting — adept at locating the right information as needed.

• Capability to facilitate renewals and explore opportunities for expansion.

• Technical skills: Proficiency in Google Suite (Sheets, Slides, etc.) and Apple/Mac required.

• Willingness to travel up to 10% for customer meetings, training sessions, occasional conferences, and company offsite events.

🏝️ Benefits

• Comprehensive health care coverage for employees.

• 401K plan with company matching.

• Dental and vision coverage.

• Parental leave policy.

• Subsidized gym membership.

• Stipend for remote work expenses.

• Annual team offsite event.