Customer Success Manager

Summary

Progress Learning helps K-12 students master state standards by providing educators with personalized teaching tools and support. The Customer Success Manager guides schools and districts through onboarding, implementation, engagement, and renewal while maintaining relationships, monitoring usage data, providing training, and identifying growth opportunities.

Responsibilities

• Guide customers through onboarding, ensuring kickoff meetings and implementation milestones are completed within established timelines
• Maintain consistent communication with customers through email, phone, and virtual meetings
• Monitor usage and proactively engage low-usage accounts with intervention strategies
• Regularly conduct review meetings to assess success, identify pain points, and explore growth opportunities
• Collaborate with Renewal Specialists, Upsell Account Executives, and Sales to support renewals and expansion opportunities
• Maintain accurate and detailed records in Salesforce, including customer sentiment, notes, key dates, and account updates
• Provide virtual and occasional in-person trainings to support usage and implementation
• Serve as a platform expert, confidently supporting customer questions, concerns, and best practices
• Partner cross-functionally with Training, Product, Sales, and other teams to ensure customer needs are met
• Travel up to 10 percent annually for on-site visits, trainings, conferences, or company events

Skills

• Proficiency in adopting and navigating new technologies with confidence
• Ability to lead customer-facing meetings and drive clear, effective communication in a virtual setting
• Strong follow-up skills and ability to manage multiple accounts simultaneously
• Proven ability to drive customer engagement and retention
• Strong communication, presentation, and relationship-building skills
• Analytical mindset with the ability to translate data into actionable insights
• Adaptable in a fast-paced, results-driven setting
• Self-motivated, results-oriented, and comfortable working independently in a remote environment
• Highly organized with strong time management and prioritization skills
• Ability to collaborate effectively across teams
• Background in Education or prior experience in edtech or supporting educators strongly preferred
• Experience in Customer Success, Account Management, or a related client-facing role strongly preferred

Qualifications

Must Haves

• Proficiency in adopting and navigating new technologies with confidence
• Ability to lead customer-facing meetings and drive clear, effective communication in a virtual setting
• Strong follow-up skills and ability to manage multiple accounts simultaneously
• Proven ability to drive customer engagement and retention
• Strong communication, presentation, and relationship-building skills
• Analytical mindset with the ability to translate data into actionable insights
• Adaptable in a fast-paced, results-driven setting
• Self-motivated, results-oriented, and comfortable working independently in a remote environment
• Highly organized with strong time management and prioritization skills
• Ability to collaborate effectively across teams

Nice to Haves

• Background in Education or prior experience in edtech or supporting educators strongly preferred
• Experience in Customer Success, Account Management, or a related client-facing role strongly preferred

Benefits

• Medical, Dental, and Vision insurance
• Company-paid Short-term Disability, Long-term Disability, and Life & AD&D coverage
• 401(k) with employer match
• 20 days of PTO annually, prorated for new hires
• 11 paid holidays
• Paid maternity and paternity leave
• All work equipment provided
• Flexible work arrangements