Customer Success Manager (Fully Remote)

About the position

As the Customer Success Manager, you will play a critical role in our team’s efforts in mapping the end-to-end customer experience lifecycle. Engaging the full scope of your skills, passion, and creativity in customer success, this role will include a blend of account management, consultation, project management, direct customer support, product/technology management, and professional development coordination. This position will require a high degree of collaboration with internal teams and as part of the Customer Success team, reports into the VP, Customer Success, Associate Director of Customer Success, and Customer Success Lead.

Responsibilities

• Serve as a trusted advisor and primary point of contact for a portfolio of school & district partners
• Guide the end-to-end customer experience from onboarding to renewal, inclusive of leading kickoff and customization calls, check-ins, progress reviews, cross-sell, and renewal and expansion conversations
• Work closely with district partners to understand their unique goals and needs, collaborating with internal teams (e.g., sales, implementation, professional services, product & marketing) to develop solutions and success plans that lead to sustainable practice and positive outcomes with Branching Minds
• Create and manage customer journeys and engagement campaigns in our customer success platform (ChurnZero), tracking and reporting on customer health and progress toward milestones
• Develop and execute strategies to drive Branching Minds adoption and platform usage to increase customer value, satisfaction, and reduce churn for your portfolio of accounts
• Maintain a regular cadence of calls along with Beginning, Middle, and End of Year Reviews with school and district leadership highlighting key success metrics and opportunities for improvement
• Act as a liaison between district partners and internal teams, advocating for their needs and communicating feedback to improve our product and services
• Identify opportunities for customer advocacy through case studies, sales referrals, white papers, webinar panels and other initiatives to highlight partner success and innovation
• Regular tracking and monitoring of usage, milestones, and health metrics; proactively identifying potential issues and escalating to Customer Success leadership for additional support as needed
• Own contract renewals for your portfolio of accounts, managing the process in our CRM (Hubspot) which includes updating stages, generating quotes, and collaborating with sales for expansion opportunities
• Provide direct support and guidance through live-chat/email/phone, platform walkthroughs/webinars, and occasional onsite travel
• Leverage insights from data to develop and refine the customer experience by identifying pain points and possible solutions
• Develop deeper knowledge of MTSS best practices and all product offerings to effectively guide customers toward better outcomes with Branching Minds
• Other duties as assigned

Requirements

• Experience in a customer-facing role (consulting, advocating, development) that includes issue resolution & relationship management
• High attention to detail and adept at prioritizing multiple tasks and needs
• Comfortable with technology and excited about becoming a Branching Minds’ platform expert
• Passionate about improving education and committed to equity of success for all learners, particularly those who struggle to succeed
• Comfortable with the dynamic, self-motivated, collaborative, fast-paced culture of a startup, and able to work well both independently and as part of a team

Nice-to-haves

• Prior experience working in a success, client-facing, or project management role
• Previous experience using Branching Minds
• Previous experience in K12 education and/or edu tech

Benefits

• Fully remote
• An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students
• The opportunity to be a central voice in shaping our customer relationships and customer success team, as one of our early CS hires
• Base annual compensation for this role is $75,000 - $85,000 based on experience and expertise