Customer Success Manager

Role Overview

• Manage a small portfolio of customer renewals and contribute to Net Revenue Retention (NRR).
• Execute and maintain scaled CS initiatives (customer newsletters, webinars, lifecycle touchpoints, engagement campaigns).
• Monitor customer health and proactively identify churn risks.
• Collaborate with sales on potential upsell opportunities where appropriate.
• Improve and iterate on existing CS playbooks and frameworks.
• Work cross-functionally with product and sales to ensure strong customer outcomes.
• Occasionally travel to customer sites (schools) as needed.

Requirements

• 1–4 years of experience in Customer Success, Account Management, Sales, or a related client-facing role.
• Strong ownership mindset and willingness to execute foundational work.
• Highly organized with the ability to manage multiple customer touchpoints.
• Comfortable working in-person in NYC.
• Strong communication skills and ability to build trust with customers.
• Early-stage or “founding-style” experience.
• Experience working with education, SaaS, or SMB accounts.
• Demonstrated ability to manage renewals or revenue-based KPIs.