Customer Success Manager

Summary

Join Everway, a global leader in neurotechnology software, as a Customer Success Manager (CSM)! In this role, you will serve as a trusted advisor to education clients, helping them maximize the impact of our products and services. You will build strong relationships, ensure seamless onboarding, monitor customer health, and drive ongoing value. The position requires a balance of relationship-building, product knowledge, and a passion for improving education. Occasional travel is required (up to 20%). The ideal candidate is located in the Western United States. Everway offers a competitive salary, bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits.

Requirements

• Proven experience (3+ years) in a customer success, account management, or related role, ideally within EdTech or SaaS
• Strong verbal and written communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of educational stakeholders
• Ability to analyze data, identify trends, and use insights to drive customer engagement and outcomes
• Excellent organizational and time management skills, with the capacity to manage multiple accounts and prioritize tasks effectively
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools

Responsibilities

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs
• Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start
• Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction
• Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs
• Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience
• Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators
• Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks
• Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning
• Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value
• Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning
• Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting

Preferred Qualifications

• Prior experience working directly with K-12 or higher education institutions
• Familiarity with educational technology products and a passion for using tech to improve learning outcomes
• Experience in conducting customer training sessions, webinars, or workshops
• Demonstrated success in a quota-bearing or target-driven role (renewals, upsells)
• Knowledge of instructional practices and educational trends
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools
• Bachelor’s degree or equivalent experience in education, business, or a related field

Benefits

• Competitive salary with bonus opportunities
• Flexible work schedules
• Comprehensive health and wellness benefits
• Flexible time off plans
• Career growth through development programs