Remote Customer Success Manager

Summary

Join our team as a Customer Success Manager at Age of Learning! We're looking for a passionate and highly detailed driven individual to take on this role, responsible for executing engagement strategies, building relationships, overseeing customer success lifecycle, driving key metrics, and providing professional development.

Requirements

• Bachelor’s Degree required
• Excellent active listening and communication skills
• Experience implementing (vendor or customer) cloud-based, platform products
• 3+ years experience preferred in K-12/EdTech in Account Management, Client Services and/or Customer Success) and/or school district instructional or administration roles
• Strong demonstrated service-delivery experience with educational SaaS solutions
• Excellent written and verbal communication and interpersonal skills
• Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions
• Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
• Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously
• Detail-oriented, with strong organizational skills
• Ability and willingness to travel up to 80% locally within the Los Angeles Unified School District

Responsibilities

• Execute Engagement Strategies: Develop and implement comprehensive engagement strategies with customers to deepen their engagement and increase their usage of our products and services
• Customer Advocacy: Act as a strong advocate for customers across all areas of the business. Collaborate closely with product, engineering, marketing, sales, and executive leadership teams to ensure that customer feedback and needs are effectively communicated and addressed
• Relationship Building: Develop and maintain robust working relationships with Business Product Managers, Technical Product Managers, Support personnel, and Innovation and Accountability Specialists
• Oversee Customer Success Lifecycle: Manage the entire Customer Success lifecycle for assigned accounts. This includes onboarding, ongoing support, and renewal processes to ensure customers have positive experiences and achieve their desired outcomes with Age of Learning products and services
• Drive Key Metrics: Monitor and drive key metrics related to product implementations. Focus on customer health indicators, renewal rates, expansion opportunities, and engagement data
• Professional Development: Work closely with teammates to provide and coordinate cohesive professional development plans that meet the needs of customer's goals and initiatives

Benefits

• 90% of employee health and welfare benefits premiums & 65% of dependent benefits premiums
• A 401(k) program with employer match
• 15 paid vacation days (increases to 20 days on your 3-year anniversary), 11 observed national paid holidays plus 9 sick days
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions