Customer Success Manager

BetterLesson

Anywhere Remote only

Full time

Customer Success

Sep 8

About The Role

Customer Success Managers own the product delivery, implementation, and relationship management efforts for a portfolio of customer accounts, including K-12 school districts, schools, educational organizations, and foundations. CSMs are responsible for ensuring effective delivery of our products, including software and services; building sustainable relationships with key customer stakeholders to support account retention/growth; and demonstrating the impact of BetterLesson’s products using quantitative and qualitative data. CSMs proactively collaborate with other BetterLesson account team members from the Sales, Services, and Solution Design teams to ensure we are delivering a unified customer experience throughout the customer lifecycle, from customer onboarding to regular check-in meetings to renewal conversations.

Here are some things you can expect to accomplish in this role:

  • Manage a portfolio of accounts and build sustainable relationships with key customer stakeholders, including superintendents, district administrators, and principals
  • Lead product delivery efforts, including customer onboarding and implementation for software products (e.g., BL Connect and BL Lab) and services (e.g., 1:1 coaching and group workshops)
  • Lead project management efforts for each account, including using consistent templates and resources to define project plans, identify owners for key activities, and escalate risks/issues as needed
  • Track key account health indicators, including product usage data and customer feedback, to design intervention strategies to improve account health as needed.
  • Own post-sale customer relationships by leading kickoff meetings, defining regular customer touchpoints, and sharing relevant information with other BetterLesson account team members throughout the school year
  • Analyze quantitative and qualitative data to glean insights, draft customer-facing narratives that demonstrate the impact of BetterLesson products, and position renewal/expansion opportunities as appropriate
  • Draft clear, structured communications that are tailored to your audience, including teachers, district administrators, other BetterLesson team members, and more

About You:

  • You’re passionate about and eager to grow in matters related to diversity, equity, and inclusion 
  •  You have strong relationship building skills with a keen ability to engage a diverse set of stakeholders, ideally within a K-12 district, state educational agency, or related context
  • You’re able to manage multiple projects simultaneously, including defining timelines and owners for key activities, following up on open action items consistently, escalating key risks/barriers, and identifying appropriate interventions in response to risks
  • You can easily distill clear, actionable, relevant insights from large amounts of quantitative and/or qualitative evidence, including survey data and product usage reports
  • You easily pick up new technology-enabled workflows and processes related to account management (e.g., Salesforce or HubSpot documentation) and product delivery (e.g., customer onboarding and account creation, SSO tools like Clever, issue escalation, etc.)
  • You behave in a way that support authentic reflection of performance, including identifying strengths and opportunities for growth
  • You have previous experience in a customer-facing role, such as Customer Success, Customer Support, Consulting, or Account Management, ideally in SaaS-based EdTech products OR experience in an educational setting (e.g., district, school, foundation, etc.)

We Can Offer You:

  • The opportunity to work with an awesome team to solve important problems.
  • A competitive salary.
  • Health and other employee benefits.
  • Equity in the business you are helping to build.
  • A flexible schedule and vacation policy.
  • The opportunity to spend everyday working to improve outcomes for teachers and students.

About BetterLesson

BetterLesson empowers K-12 educators to build a modern classroom: learner-centered, culturally responsive, and personalized. Instead of the conventional one-size-fits-all professional development format for educators, BetterLesson supports teachers in a way that’s personalized and continuous -- using a mix of remote 1:1 coaching, remote team coaching, remote workshops, and in-person workshops, all supported by the BetterLesson Lab software. We match each educator with a world-class coach and then leverage our technology to suggest customized teaching strategies, to measure impact on student learning, and to improve teaching practice continuously through rapid iteration. This process leads to off-the-charts teacher love (our data shows teachers love BetterLesson more than Apple users love their iPhones), high district administrator engagement, and most importantly, dramatic teacher and student growth.

BetterLesson has raised over $30M of venture capital and grant funding, serves over 400 school districts, sees 850K+ monthly active users accessing our online lessons and strategies, and is expanding quickly.

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