Customer Success Manager

Summary

Join Age of Learning's School Division as a Customer Success Manager! This role focuses on building strong customer relationships, implementing engagement strategies, and advocating for customer needs across various teams. You will manage the entire customer lifecycle, drive key metrics, and provide professional development. The position requires a bachelor's degree, experience with cloud-based products in K-12/EdTech, and excellent communication skills. It's a remote position based in Florida with up to 80% local travel. Age of Learning offers competitive compensation and benefits, including health insurance, a 401(k) program, paid time off, and flexible work options.

Requirements

• Bachelor’s Degree
• Excellent active listening and communication skills
• Experience implementing (vendor or customer) cloud-based, platform products
• 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 state of Florida
• This is a remote position but must live in Florida
• CRM experience

Responsibilities

• Develop and implement comprehensive engagement strategies with customers to deepen their engagement and increase their usage of our products and services
• 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
• Develop and maintain robust working relationships with Business Product Managers, Technical Product Managers, Support personnel, and Innovation and Accountability Specialists
• Manage the entire Customer Success lifecycle for assigned accounts
• Monitor and drive key metrics related to product implementations
• Regularly report on these metrics to senior leadership and provide actionable insights
• Work closely with teammates to provide and coordinate cohesive professional development plans that meet the needs of customers' goals and initiatives
• Anticipate professional development opportunities by monitoring reports and data
• Deliver effective and engaging in-person and virtual professional development to district/school administrators, teachers, and support staff

Preferred Qualifications

3+ years experience in K-12/EdTech in Account Management, Client Services and/or Customer Success) and/or school district instructional or administration roles

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 3rd anniversary), 12 observed national paid holidays, 9 sick days, and 16 paid volunteer hours per year
• Our flexible work culture means 2 or more days in the office (hybrid) or 100% fully remote options available for most positions