Customer Success Manager

Summary

Join SAM Labs, an award-winning EdTech startup, as a Customer Success Manager! Based remotely in the Southeast US, you'll partner with educators to implement STEAM and coding products. Responsibilities include engaging with customers, ensuring successful product implementation, retaining accounts, and driving growth. You'll provide training, collect feedback, and advocate for educators within the company. This role requires experience in EdTech, customer success, or sales, along with a passion for STEAM and coding. The ideal candidate is customer-centric, data-driven, and comfortable working in a fast-paced startup environment.

Requirements

• Are based in the Southeast Region of the United States (FL, GA, NC, VA, TN, SC, AL, LA, MS, AR)
• Have experience working in Ed Tech, Customer Success, Sales, or Account Management
• Have taught STEAM and/or Coding in Elementary or Middle School for at least 3 years in the past 5-7 years
• Have a customer-centric attitude and are obsessed over the details of the customer experience & journey
• Have an agile, data-driven, and proactive approach to support customers
• Are comfortable training teachers and administrators across the district and school levels
• Are comfortable utilizing tech platforms to manage and react to customer data and information
• Are willing to travel across your region (up to 30% of the time) to train and support customers in their classrooms
• Have a valid driver's license
• Have excellent writing, presenting, and conversational skills
• Are able to multitask, prioritize and manage time effectively

Responsibilities

• Own the communication with customer districts, schools and teachers in your region after a purchase is made
• Engage with and build relationships with our users at the school level
• Continuously support all teachers using SAM Labs to ensure successful implementation and usage
• Understand the goals and vision of our customers and help them achieve those through their customer journey
• Retain customer accounts through renewals
• Grow the value of customer accounts through upsell, cross selling opportunities
• Lead expansion opportunities in customer districts
• Managing your tasks in our CSM platform in a timely manner
• Collect, analyze and act on feedback from customers from a range of sources (i.e. usage data, surveys, conversations, emails etc.)
• Understand and interpret product usage data and use this to provide interventions and support where needed
• Deliver onboarding and check-ins to all of our customers in your territory to ensure they are prepared to implement our learning solutions in their classrooms
• Provide virtual and in-person professional development
• Know our expansive content inside-out and point teachers towards what they need and recommend best practices to achieve their goals (i.e. alignment maps, lesson adaptations, etc.)
• Be the voice of the educator in the company and in the product
• Respond to customer inquiries for support in a timely manner
• Share customer feedback and insights with the wider team
• Share success stories and exciting updates with the wider team

Preferred Qualifications

• Are excited to support teachers by co-teaching or modeling lessons and activities in the classroom
• Are passionate about the direct K-12 school market and are always ready to go the extra mile
• Thrive in the dynamic environment of a start-up
• Are experienced in and/or have a passion for STEAM & Coding