Customer Success Manager
At SmartLab, we’re transforming STEM education and we’re looking for a dynamic partner to help schools make the most of it. In this role, you’ll be the go-to guide for educators and district leaders alike, leading engaging onboarding experiences, sparking strategic conversations, and ensuring every SmartLab delivers meaningful impact. If you’re energized by relationships, motivated by outcomes, and excited to champion STEM across K–12 schools, we want to meet you.
Customer Onboarding & Adoption
- Orchestrate a 30‑, 60‑, 90‑day success plan that aligns SmartLab usage with each school’s learning goals.
- Conduct live or virtual customer meetings, ensuring customers can practice SmartLab Approach with fidelity.
- Coordinate with Support to remove technical or logistical blockers.
Relationship & Account Management
- Serve as the trusted advisor and primary point of contact for principals, STEM coordinators, and district stakeholders.
- Schedule regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI.
Retention, Expansion & Advocacy
- Proactively forecast renewal risk using data signals from ChurnZero, Salesforce, and customer feedback.
- Identify upsell/cross‑sell opportunities such as curriculum refreshes, professional learning, and additional grade‑band labs.
- Cultivate customer champions and secure case studies, references, and conference co‑presenters.
Issue Resolution & Support Escalation
- Triage and document product or service issues, partnering with Support Agents until resolution is confirmed.
- Maintain transparent communication loops with customers during escalations.
Voice of the Customer & Continuous Improvement
- Log qualitative feedback and feature requests in Salesforce and Monday.com.
- Share trend insights with Product, Curriculum, and Marketing teams to influence roadmap and messaging.
Data Hygiene & Reporting
- Ensure all touchpoints, tasks, and opportunities are captured in Salesforce.
- Leverage Monday.com dashboards to track project milestones and communicate status internally.
Education & Experience Needed
- Bachelor’s degree or 5+ years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation.
- Proven track record delivering ≥ 90 % renewals in a subscription/SaaS or curriculum‑as‑a‑service environment.
- Deep familiarity with U.S. K–12 buying cycles, funding sources, and classroom dynamics.
- Excellent virtual facilitation, presentation, and storytelling skills.
- Strong data orientation—comfortable building reports in Salesforce and interpreting engagement analytics.
- Ability to work independently in a fully remote, distributed team; strong asynchronous communication habits.
- Prior teaching or district‑level instructional coaching experience preferred.
- Experience with ChurnZero, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).
- Exposure to STEM or project‑based learning pedagogies preferred.
- Formal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping preferred.
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Work From Home
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