Customer Success Manager, EDU

$240,000 - $240,000/Yr

Openai - New York, NY

Full-time - Senior

New York, NY

Professional, Scientific, and Technical Services

About the position

The Customer Success Manager for Education at OpenAI is responsible for driving the adoption and value of the ChatGPT Edu tool among higher education institutions and K-12 school districts. This role involves building strong relationships with educational customers, managing technical training sessions, and ensuring high engagement from administrators, faculty, and students. The CSM will also represent OpenAI as a thought leader in AI for education, collaborating with various stakeholders to enhance the customer experience and support the successful implementation of AI products in educational settings.

Responsibilities

• Deliver an exceptional experience to educational institutional customers.
• Develop and nurture strong customer relationships to understand their business goals and needs.
• Implement and run user training and enablement sessions with a 'train the trainer' model to enable scale.
• Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.
• Codify best practices, guides, and FAQs based on interactions with customers.
• Gather and relay customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.
• Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.
• Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.
• Foster customer advocacy and facilitate customer testimonials and case studies.

Requirements

• 7+ years of experience in a customer success (or similar) role, managing relationships with large, global, and complex organizations, preferably working with a technical enterprise product.
• Experience working in the Education industry, specifically deploying software into education institutions.
• Strong presentation and communication skills, particularly when engaging with executives and leaders.
• Ability to proactively identify pain points in the product and with customers.
• Strong problem-solving skills and ability to manage multiple projects with expansive ownership.

Nice-to-haves

• Experience in building new initiatives from scratch.
• A humble attitude and eagerness to help others.
• Commitment to fostering the safe and ethical evolution of AI.

Benefits

• Relocation assistance
• Hybrid work model (3 days in the office per week)