Customer Success Manager

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.