Customer Success Specialist - K-12 Education

Job Title: Scaled Success Manager

Location: Remote

Employment Type: Contract, full-time hours (July-end of September with possibility for extension)

Job Summary:

We are seeking a Success Manager to drive our efforts with Small Districts, which comprise about 25% of student subscriptions. This includes leveraging scalable tools to onboard new customers, build educator communities, drive product usage, and ultimately deliver student reading growth. This is an individual contributor, customer-facing position.

Essential Functions:

Drive Adoption and Engagement through Innovative, Scalable Methods.

• Your role encompasses providing scalable support through online communities, mass communication, tech-aided training, and AI-driven solutions. You will create and execute strategies that balance the need to generate usage with the goal of repeatable, scalable, and economical implementation support.

Manage Accounts to Deliver Student Growth and District Renewals

• You onboard partners so schools and classrooms launch our customer's platform with success. You create measures of success and keep a pulse on the health of hundreds of school district accounts. You provide insights to customers using data to drive product usage and implementation practices with fidelity, leading to impact (e.g. student growth). You achieve high district renewal rates.

Create and Support Educator Communities

• Support an online community for teachers to share best practices, resources, and success stories. Foster engagement through regular communication, virtual events, and interactive content. Utilize AI and data analytics to personalize the community experience for teachers.

Collaborate Across Teams to Drive Customer Satisfaction

• You will know our customer's product inside and out. You are often called upon to provide technical advice or training. You must be excellent at distilling the reasons why the product is working well and why it is failing to deliver value. You then convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value.

Leverage Technology to Deliver Efficient and Effective Support

• You will communicate in novel and compelling ways about adoption trends and sentiment, finding ways to passionately convey the value proposition when examining a district's utilization and reading growth data. You will use Customer Success enablement tools to scale your impact across a high volume of interactions daily, tracking early-warning signs throughout the customer lifecycle and mitigating creatively and relentlessly.

Qualifications (Education and Experience):

• Bachelor's degree, and/or relevant experience.
• 4+ years of customer success experience - preferably in the Education SaaS industry
• Experience implementing software solutions, preferably in the education technology industry.
• Proven track record of high (90%+) renewals rate and achievement of expansion goals and targets.
• Great interpersonal, written and oral communication skills.
• Preferred: Experience in education administration and/or a start-up organization.

Preferred Qualifications:

• You have a passion for literacy and equity in education.
• You are a problem-solver.
• You are organized and comfortable with CRM systems (e.g., Salesforce, Hubspot, ChurnZero).
• You want to help teachers achieve excellent results in their classrooms.
• You want to work with AI and automated systems and processes.
• You demonstrate a flexible and 'team first' attitude.
• You understand curriculum and software procurement in education.
• You can work with a diverse range of co-workers and customers.
• Preferred: experience in digital marketing.