Job Description
Customer Success Manager
Remote | Full-Time | Up to $125,000 Total Compensation
About Us
We are a leading innovator in AI-driven student safety and wellness solutions, dedicated to supporting K-12 schools. With our award-winning technology, we serve over 20 million students across 20,000 schools worldwide. Recognized as a top EdTech product and a great place to work, we are passionate about fostering safer and more supportive educational environments through cutting-edge solutions.
The Role
As a Customer Success Manager, you'll manage relationships with approximately 300 small school districts, primarily in the Mountain Time Zone. Reporting to the Director of Customer Success, your focus will be on driving customer satisfaction, retention, and account growth. By combining proactive relationship management and consultative solution-selling, you'll help schools maximize the value of our innovative solutions.
What You'll Do
Build Relationships: Develop trust-based partnerships with stakeholders, ensuring long-term success for the schools you support.
Improve Customer Health: Monitor and improve customer health scores, keeping at least 80% of accounts in the green zone.
Understand Needs: Assess customer requirements and product usage to craft tailored account strategies.
Drive Growth: Identify and secure upsell and cross-sell opportunities, meeting or exceeding annual revenue targets.
Advocate for Clients: Provide exceptional service, encourage testimonials, and foster strong referrals.
Enhance Satisfaction: Address client needs proactively, resolve issues, and deliver measurable engagement improvements.
Manage Territory: Create and execute detailed plans to maximize growth and mitigate risks in your region.
Collaborate Across Teams: Work with sales, marketing, and product teams to align on objectives and enhance the customer journey.
Your First Year Milestones
First 30 Days:
Learn our product suite inside and out.
Build rapport with assigned accounts and position yourself as their trusted advisor.
Analyze customer health scores and identify opportunities for improvement.
Gain proficiency in internal tools and systems.
First 90 Days:
Execute strategies to improve customer health scores to 80% green.
Develop strategic plans for key accounts with actionable goals.
Pursue initial upsell and cross-sell opportunities.
Establish methods to assess and improve customer satisfaction.
First 6 Months:
Build strong relationships with key stakeholders.
Identify customer advocates and secure testimonials or case studies.
Streamline workflows and implement process improvements.
Fully leverage CRM tools for efficiency and results.
First Year:
Master our full product suite and confidently communicate its value.
Exceed revenue growth and retention goals.
Maintain at least 80% green health scores and achieve retention above 85%.
What You Bring
Proven experience in Customer Success, Account Management, or Sales, ideally in the EdTech industry.
Prior experience in K-12 education (teaching or administration) is a strong advantage.
Expertise in leveraging CRM and Customer Success Platforms to optimize processes and relationships.
Strong communication and relationship-building skills.
Results-driven mindset with a proven track record of exceeding goals.
Strategic thinking and problem-solving capabilities.
Familiarity with the K-12 EdTech landscape and product solutions.
A talent for identifying and driving revenue opportunities through upselling and cross-selling.
Why Join Us?
We're committed to supporting your well-being, professional growth, and work-life balance.
Perks and Benefits:
Competitive salary and performance incentives.
Comprehensive health, dental, and vision coverage.
401(k) match to help you plan for your future.
Generous parental leave (12 weeks fully paid).
Unlimited vacation, summer Friday half-days, and a week of paid year-end leave.
$1,000 annual stipend for professional development.
A remote-first culture, giving you flexibility to work where you thrive.
Equal Opportunity
We celebrate diversity and are committed to creating an inclusive environment for all team members. If you need accommodations during the hiring process, please reach out to our recruitment team.
Apply Now to join our mission of creating safer and more supportive educational environments!
Employment Type: Full-Time
Salary: $ 125,000.00 Per Year
Job Tags
Full time, Summer work, Worldwide,