Role Overview

Serve as the primary point of contact for a large-scale book of business, acting as a trusted advisor by balancing low-touch strategy with high-efficiency execution.
Partner with CS leadership to identify and build initiatives that automate customer engagement, ensuring partners move seamlessly through their journey via tech-enabled "plays" and campaigns.
Guide the end-to-end customer experience, from kickoff to renewal, using a mix of live calls, webinars, and asynchronous support to drive deep platform adoption and sustainable MTSS practices.
Own the full commercial lifecycle for your portfolio, including managing renewals within HubSpot, generating quotes, and maintaining accurate forecasting for your book of business.
Identify and qualify expansion and upsell opportunities by monitoring account health and usage, ensuring our partners are aware of the full value Branching Minds can provide.
Build and manage automated customer journeys in ChurnZero to streamline the renewal process and identify commercial risk or opportunity at scale.
Proactively monitor usage, health metrics, and milestones to deliver Beginning, Middle, and End-of-Year progress updates that highlight ROI and address risks before they lead to churn.
Act as a liaison between your partners and our internal Product and Marketing teams, translating customer feedback into scalable solutions and highlighting success through case studies and advocacy.
Deliver high-quality guidance through live-chat, email, and recorded platform walkthroughs, serving as an MTSS and Branching Minds subject matter expert for your portfolio.

Requirements

Proven experience in a customer-facing role such as consulting, advocacy, or account management, with a track record of successful issue resolution and relationship building.
A "Project Master" mindset with high attention to detail and the ability to prioritize a complex mix of enablement projects and a high-volume book of business.
Exceptional comfort and experience using technology to support customers at scale, specifically leveraging automation, digital journeys, and asynchronous tools.
Deeply passionate about improving education and committed to equity of success for all learners, particularly those who struggle to succeed.
Comfortable in a dynamic, fast-paced startup culture, with the self-motivation to work independently on content creation while collaborating across teams.
Analytical and data-fluent, with the ability to use usage metrics and health scores to drive your daily priorities and strategic interventions.
Clear and engaging communicator who is comfortable on camera and in writing, capable of simplifying complex product functionality for a broad audience.

Benefits

Fully remote!
An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students.
The opportunity to be a central voice in shaping our customer relationships and customer success team.

Branching Minds

Open Positions (1)

Customer Service

Customer Success Manager