Customer Success Manager (CA)

Summary

Imagine Learning is a company that empowers potential by creating educational solutions for students. The Customer Success Manager is responsible for managing customer relationships, ensuring customer satisfaction, and driving adoption of the company's solutions.

Responsibilities

• Grow relationships with customer stakeholders
• Take direct responsibility for customer relationships
• Serve as an informed thought partner to customers in all issues related to implementation rollout, ensuring successful adoption of company services and products
• Analyze customer engagement data to identify implementation strengths and areas of need
• Conduct regular customer check-ins (virtually and in person) to elicit goals from customers, provide data around progress, and keep customers informed of key, related product updates as they occur
• Develop account strategies for maintaining strong customer health, ensuring renewal and possibly upsell opportunities
• Provide assistance in creating and provisioning customer sites
• Collaborate with internal teams to drive teacher adoption and success
• Provide onboarding support to customers to ensure that their initial experiences with the site are successful
• Provide input on Customer Success team processes and procedures as required

Skills

• Bachelor's degree in a related field and at least 4 years of experience managing customer relationships at an education technology company; or an acceptable combination of education and experience
• Direct and proven work with establishing strategic outcomes and measurements
• Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration
• Ability to quickly establish rapport with all levels of personnel up to and including Superintendent and Chief Academic Officer
• High energy level, demonstrated drive to succeed, and a sense of urgency
• Ability to use and interpret data analytics and spreadsheets
• Excellent communication skills and analytical skills
• This position is remote but may require up to 30% travel
• Experience working with and presenting results to senior level executives preferred
• Experience within a fast-paced, growth organization is ideal

Qualifications

Must Haves

• Bachelor's degree in a related field and at least 4 years of experience managing customer relationships at an education technology company; or an acceptable combination of education and experience
• Direct and proven work with establishing strategic outcomes and measurements
• Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration
• Ability to quickly establish rapport with all levels of personnel up to and including Superintendent and Chief Academic Officer
• High energy level, demonstrated drive to succeed, and a sense of urgency
• Ability to use and interpret data analytics and spreadsheets
• Excellent communication skills and analytical skills
• This position is remote but may require up to 30% travel

Nice to Haves

• Experience working with and presenting results to senior level executives preferred
• Experience within a fast-paced, growth organization is ideal

Benefits

• Multiple health, dental, and vision plans, including medical plans with zero employee premiums
• 401k plan with a company match
• 16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
• Paid Time Off
• Comprehensive maternity and fertility/family building benefits
• Paid bonding leave when a new child joins your family
• Access to on-demand mental health resources
• Life and short and long-term disability insurance
• Pre-tax savings plans
• Paid volunteer time off
• A wide variety of professional development programs, including tuition reimbursement
• Work from home opportunities that foster work/life balance