Customer Success Manager

Job Details: Level: Experienced, Job Location: PBLWorks Home Office - San Rafael, CA, Salary Range: $81600.00 - $108000.00Salary/year, Position Summary  As the Customer Success Manager, you’ll play a key role in creating an exceptional customer experience. You’ll guide both new and returning clients through every step of their journey—offering proactive, personalized support that anticipates needs, solves challenges, and drives long-term engagement. Your commitment will shine through not only in your customer partnerships, but also in your contributions to team initiatives and cross-functional projects. As part of a growing Customer Success team, you will contribute to the continued development and improvement of customer service messaging, processes, and systems across our products and services. You will also execute post-sales activities for an assigned portfolio of customers through strong and effective relationship-building, product knowledge, planning, and execution. If you're passionate about making a meaningful impact on customers and are ready to contribute to the continued growth of our Customer Success function and the future of our products and services, we’d love to meet you.   Responsibilities include: Create Strong Customer Partnerships Lead onboarding experiences for assigned customers. Implement and maintain a customized engagement plan for each customer — covering deployment, regular TEACH usage, and integration into instructional routines — to support high retention, position partners for long-term success, and inform future renewal conversations. Build and maintain strong relationships with an assigned portfolio of customers, ensuring “moderate” to “strong” health scores through proactive, personalized engagement. Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific needs. Function as the customer advocate and provide internal feedback on how we can better serve our teachers and leaders. Deliver Customer Support  Use the Intercom customer service system to manage and respond to Tier 1 support requests for professional development services and subscription inquiries. Route and escalate Tier 2 and 3 requests, content questions, and other requests to the appropriate contact, tracking all inquiries to ensure timely resolution. In collaboration with the Marketing, Product, and Program teams, craft and send outreach communications to customers to support their successful use of products. Contribute to the creation and maintenance of FAQ and Help documents based on customer needs across all services and products offered by the organization. Community Management Manage and monitor the TEACH community, responding to questions directly or routing them to the appropriate person. Implement engagement plans and contribute to the development of strategies to foster community participation. Track and Analyze Data  Work closely with the Product, Program, Operations, and Research teams to understand and collect data about our customers. Track, analyze, and act on customer signals to support successful implementation and identify opportunities to intervene early when customers are not progressing as expected. Collect and share relevant customer data and insights with service leaders to support their portfolios of partners.   Contribution to PBLWorks’ Mission, Vision, and Racial Equity Imperative  Work with other PBLWorks team members to further our mission, vision, racial equity imperative, and strategic plan. As a collaborative team player, support PBLWorks colleagues and contribute to the full breadth of the organization’s work and culture. Engage in ongoing individual and collective learning about how to advance racial equity through Project Based Learning for all students, especially Black and Brown students.   Other duties as assigned.   Requirements, Skills and Abilities This role must believe in PBLWorks’ core values, be driven by our mission and vision, and share our commitment to advancing racial equity.   Specific requirements include: Two or more years in a customer-facing role such as customer success, account management, or EdTech implementation in an education-focused tech/SaaS company. Prior experience as a K-12 classroom teacher, instructional coach, and/or instructional leader is preferred. You understand what educators care about, how schools function, and how to change hearts, minds, and habits. Demonstrated passion for providing top-notch customer service and a knack for creative and resourceful problem-solving. Strong organizational and multitasking skills with exceptional attention to detail and account management. Operationally and efficiency-minded, using tools, data, and systems to work smarter and scale your impact. Quick learner who picks up new technology easily and can train others on the use of tools/platforms. Ability to move quickly, make sound decisions under time constraints, incorporating feedback and consistent learning to drive progress. Ability to work effectively with diverse groups of people and communities, including communities of color. Ability to adapt to the needs of the organization and employees. Comfortable working effectively in virtual environments.   The successful candidate will also bring the following skills and abilities: Strong analytical and data-driven problem-solving skills, sound business judgment, and the business acumen to make good decisions under uncertainty. Results-oriented, with a proven track record of exceeding goals, strong project management skills, and resourcefulness in setting priorities.  Outstanding verbal and written communication skills; a great listener with excellent interpersonal skills, the ability build trust quickly, and a commitment to transparency and open communication. Extraordinary organizational skills, with strong attention to accuracy, accountability, and the ability to manage time and meet deadlines.  Ability to thrive in a collaborative, diverse environment as a team player who works effectively with peers and colleagues. Impeccable integrity, a positive attitude, and strong self-direction. Passionate about addressing equity in education. Action-oriented and proactive, energized by challenges and willing to take smart risks.   Reporting Relationships The Customer Success Manager works closely with sales, operations, product development, and curriculum colleagues and reports directly to the Senior Customer Success Manager.   Location This position is remote and may be based anywhere within the U.S., with a preference for someone who can work 9 am - 5 pm PST. Occasional travel may be required for team meetings and events (~1-2 times per year).   Compensation & Benefits This full-time, exempt role offers full health benefits (including medical, dental, and vision), a 403b, and life and disability insurance. PBLWorks offers competitive pay (commensurate with experience) and a generous benefits package.   The target salary range for this position is listed below and is commensurate with experience.  The base pay range for this position varies by geographic location of the successful candidate. PBLWorks is committed to internal pay equity and therefore does not negotiate outside of these stated ranges: Zone A (SF Bay Area, New York, Los Angeles): $102,000 - $108,000 Zone B (Boston, Seattle, Denver, Chicago): $91,800 - $97,200 Zone C (Dallas, Atlanta, Austin, Hawaii): $86,700 - $91,800 Zone D (Rest of U.S.): $81,600 - $86,400 Your zone is based on where you live, including for remote roles. Within each range, your offer will reflect your skills, experience, and internal pay equity.  Don’t see your city/ area listed? Our HR team will confirm your “zone” if you successfully complete a phone screen interview.   Equal Employment Opportunity As a mission-driven education organization, we celebrate and embrace diversity. We actively seek a diverse pool of candidates in every hiring process. PBLWorks is an Equal Employment Opportunity (EEO) employer and does not discriminate based on race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act).  Buck Institute for Education (dba PBLWorks) participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. We will only use E-Verify once a newly hired employee has accepted a job offer and completed the Form I-9. Application Apply on our website with your resume and a one-page cover letter outlining your unique qualifications for this role.   Qualifications: