Customer Success Manager

Summary

RDAI Labs develops practical, ethical AI solutions for education through its Ethos Intelligence platform. The Customer Success Manager owns the customer journey after the sale, including onboarding, product adoption, ongoing support, and customer success, while partnering with customers and internal Product and Engineering teams.

Responsibilities

• Own the customer journey after the sale, from onboarding and product adoption to ongoing support and customer success
• Work directly with teachers, school leaders, and district technology teams to ensure they get the most value from Ethos Intelligence while serving as the bridge between customers and our Product and Engineering teams
• Build relationships, solve problems, improve support resources, and help shape the future of our products through customer feedback

Skills

• * Bachelor's degree or equivalent experience
• * 3–6 years of experience in one or more of the following areas:
• + Customer success or customer support in a SaaS environment
• + Product support or technical customer care
• + EdTech platform support or implementation
• * Strong written communication skills with the ability to clearly explain software functionality to non-technical users
• * Demonstrated ability to troubleshoot product issues and guide users through solutions
• * Experience using SaaS platforms and help desk tools
• * Strong organizational skills and ability to manage multiple customer issues simultaneously
• * Customer-first mindset and commitment to high-quality user experiences
• * Experience working in or directly supporting the education sector (e.g., K-12 schools, districts, teachers, or students), with an understanding of how educators and administrators actually use software day to day
• * Familiarity with **AI tools** or generative AI applications
• * Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools
• * Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows
• * Experience creating help center documentation or knowledge bases
• * Ability to reproduce bugs and clearly document technical issues

Qualifications

Must Haves

• * Bachelor's degree or equivalent experience
• * 3–6 years of experience in one or more of the following areas:
• + Customer success or customer support in a SaaS environment
• + Product support or technical customer care
• + EdTech platform support or implementation
• * Strong written communication skills with the ability to clearly explain software functionality to non-technical users
• * Demonstrated ability to troubleshoot product issues and guide users through solutions
• * Experience using SaaS platforms and help desk tools
• * Strong organizational skills and ability to manage multiple customer issues simultaneously
• * Customer-first mindset and commitment to high-quality user experiences

Nice to Haves

• * Experience working in or directly supporting the education sector (e.g., K-12 schools, districts, teachers, or students), with an understanding of how educators and administrators actually use software day to day
• * Familiarity with **AI tools** or generative AI applications
• * Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools
• * Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows
• * Experience creating help center documentation or knowledge bases
• * Ability to reproduce bugs and clearly document technical issues

Benefits

• Competitive base salary + performance incentives
• Professional development opportunities
• Remote work arrangement