Manager, Customer Success

Summary

Join our post-sales customer team at NoRedInk as we invest in delivering value to our districts. As a leader, you will mentor a team of CSMs, set clear performance expectations, and inspire collaboration across customer-facing teams.

Requirements

• You've led a Customer Success team for mid-market and enterprise-level clients, preferably in the ed-tech industry
• Knowledge of the education technology market and its challenges, including having K-12 district-level contacts, is necessary for this role
• Data-driven and high ownership of success metrics
• History of team goal attainment and utilizing proven data-informed methodologies, processes, and tools to track performance
• Experience with leading change in meaningful product adoption and creating strategies that lead to adoption outcomes
• Highly disciplined approach to people management with strong leadership and team management skills
• Analytical mindset: regularly uses data to inform decision-making
• Customer-focused and dedicated to delivering exceptional service
• Bachelor's degree in business, education, or a related field; MBA or advanced degree is a plus

Responsibilities

• Lead and mentor a Team
• Manage a team of CSMs, ensuring they have the tools and resources to hit their core KPIs
• Set clear performance expectations, provide regular and actionable coaching, and leverage performance data to proactively manage the team
• Maintain (continually hire for) a high-performing team with accountability to their individual and team performance. Celebrate and reward top performance and provide performance management when necessary
• Inspire collaboration across customer-facing teams, ensuring that the CS strategy is aligned with the company strategy
• Develop the team to identify key stakeholders on the district implementation team
• Ensure the team has processes in place to effectively lead Implementation Kickoff meetings that identify district implementation plans and ensure clear expectations for the school year implementation
• Lead the team to assess data and identify gaps in implementation within district accounts
• Create and lead the team to execute engagement strategies that lead to breadth and depth of product usage
• Create product adoption strategies that align product adoption with district outcomes
• Identify and implement best practices to scale customer success operations across our Mid-market and Enterprise teams
• Continuously improve workflows, training materials, and customer resources to drive efficiency and effectiveness
• Represent the CS team at the company level at client meetings and industry events
• Monitor client satisfaction levels and take proactive steps to address any concerns or issues, serving as the point of escalation for serious issues
• Work cross-functionally and represent the voice of our users internally with our product and marketing teams to relay and address trends in the market that are impacting implementation. Partner to ensure a high-quality and seamless client experience

Benefits

• A competitive salary and equity package in a well-funded startup with strong product-market fit
• Excellent health, vision, and dental benefits (U.S. Only)
• 100% remote work environment
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• LinkedIn Learning subscription with unlimited access to thousands of expert-led online courses
• Team retreats and events to connect with fun, talented coworkers