Customer Success Specialist - K-12

Location: Mexico and South America
Department: Customer Success

JoVE is the world- leading producer and provider of video solutions with the mission to improve scientific research and education. Millions of scientists, educators and students use JoVE for their research, teaching and learning. Our institutional clients comprise over 1,000 universities, colleges, and biopharma companies, including such leaders as Harvard, MIT, Yale and Stanford. As a rapidly growing company, with offices in the USA, UK, Australia, and India servicing clients in over 60 countries, we are seeking talented and ambitious individuals to join our company.

The Role

JoVE is seeking a Customer Success Specialist – K–12 to support teachers and schools in successfully integrating JoVE's video resources into science teaching and learning.

This role will focus primarily on teacher training, onboarding, engagement, and ongoing support, helping educators understand how to use JoVE effectively in their classrooms and incorporate our resources into their curriculum.

Key Responsibilities

Teacher Onboarding & Training

• Lead onboarding sessions for teachers and school staff, introducing JoVE's platform, content, and key features.
• Deliver virtual training sessions and workshops for educators.
• Proactively engage educators throughout the customer lifecycle to encourage adoption and continued use of JoVE.
• Support the development of webinars, teacher workshops, training materials, guides, and other resources for K–12 customers.

• Collect teacher feedback and communicate recurring needs, challenges, and product suggestions to relevant JoVE teams.

• Collaborate with Marketing, Product, Content, and other internal teams on initiatives designed to improve the K–12 customer experience.
• Identify and document successful classroom applications of JoVE that can be shared as best practices.

• Monitor relevant customer engagement and adoption metrics.
• Contribute to the continuous improvement of K–12 Customer Success processes and workflows.

Requirements

• A Bachelor's degree or equivalent professional experience.
• Experience in Customer Success, education, EdTech, teacher support, training, instructional design, or a related field.
• Strong presentation and facilitation skills, with confidence delivering virtual training and webinars.
• Excellent written and verbal communication skills.
• Ability to explain digital tools and educational resources clearly to users with different levels of technical experience.
• Strong organizational skills and ability to manage multiple schools, educators, and activities simultaneously.
• Comfortable working with CRM systems, usage data, and digital collaboration tools.
• Collaborative mindset and ability to work effectively across teams.

Preferred Qualifications

• Experience working directly with K–12 teachers or school administrators.
• Previous experience as a teacher, instructional specialist, educator, or EdTech Customer Success professional.
• Familiarity with science education, particularly biology, chemistry, physics, environmental science, or related STEM subjects.
• Experience delivering professional development or teacher training.
• Experience supporting the adoption of digital learning platforms or educational content.
• Familiarity with K–12 curriculum structures and classroom workflows.

Benefits

• You can expect compensation packages competitively placed within the local market.
• You will make a direct impact in accelerating science research and in improving student learning in science education.
• Opportunity to work with global teams and in an environment that promotes innovation and collaboration.
• Our strong promotion from within culture draws a clear path to advance your career with us.