About the Role
We’re excited to welcome a Customer Success Manager to join our growing Customer Success team. This position reports directly to the Director of Customer Success. We are looking for someone who will support our growing number of districts, schools and teachers. In this role, you’ll be responsible for ensuring that our school and district partners get onboarded and implemented successfully, driving ongoing product adoption, and achieving the goals they want to increase value, satisfaction, and renewal.
About Education Modified
Education Modified is an award-winning collaboration platform for K-12 schools and districts to better serve special populations of students. Founded by veteran NYC public school teachers, our mission is to elevate special education practices by bringing schools the technology they need to improve academic outcomes, beyond regulatory compliance.
Responsibilities:
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- Serve as the primary point of contact for our school/district accounts for their entire life cycle, directly supporting teachers, administrators and district leadership teams
- Effectively communicate with, support and onboard new school and district partners
- Collaborate with the Implementation team to ensure school/district’s data is processed and continuously supported in the most efficient way so accounts go live within 30 days
- Conduct product trainings so that users and customers get the most out of the EdMod platform and services
- Monitor and identify usage trends to identify opportunities for support and greater adoption rate
- Prevent and decrease churn by taking actions on identified at risk accounts
- Influence future lifetime value through higher product adoption, deeper engagement, increased usage and customer satisfaction (increase retention)
- Identify opportunities for account expansion, upselling of services, and secure referrals
- Collaborate with the Product team to provide customer feedback on successes and challenges our costumes experience when using the tool
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Requirements:
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- 2-3 years of customer success or account management experience
- Prior experience in an early stage startup (preferred)
- Superior customer service and people skills required
- Proficiency with Excel required
- Must be detail-oriented, a natural problem solver, and meet deadlines
- Prior project management experience (preferred, but not required)
- Ability to analyze and resolve problems quickly and efficiently
- Exceptional multitasking and prioritization skills
- Excellent written and verbal communication skills
- Ability to work independently and collaboratively with team members and clients
- Must be able to take feedback like a pro
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Benefits
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- Full-time, salaried position
- Benefits package
- Remote position (work from home)
- Fast paced, quickly growing edtech startup
- Flexible schedule
- Career advancement opportunities
- Competitive, passionate atmosphere
- Performance-based incentives
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