Customer Success Manager

Role Overview

• Onboard and learn about Ellevation, and the work we do to improve outcomes for EL students.
• Become familiar with our product offerings, and our customer landscape.
• Understand the Partner Success Organization (PSO) approach and how we work within the PSO Department, as well as in close collaboration with the Revenue teams.
• Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement.
• Shadow Customer Success meetings/calls (i.e. Kickoff, Design, Planning, etc.), as well as online training on all of Ellevation’s products.
• Take on your first new partner implementation(s) and begin managing your full caseload partners in Success.
• Build relationships with the Account Managers you work closely with to learn more about your partners.
• Continue to gain proficiency with the Ellevation product suite and deepen product knowledge.
• Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction and other health metrics.
• Support partners to understand and adopt new products/features as they are rolled out by sending emails suggesting webinars, links to RC articles, videos, working sessions, etc.
• Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation’s suite of products for multiple partners simultaneously.
• Deepen your ability to analyze data to monitor partner health, and develop confidence in determining which mitigating saving actions and plays to apply for which partners in a timely manner.
• Collaborate with other PSMs and other internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners.
• In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals.
• Maintain high levels of partner health, including data freshness, Platform usage, Strategies usage, and overall partner satisfaction, while also managing partner expectations.
• Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs.
• Act as a subject matter expert for our Product Education team as it relates to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources.
• Surface learnings/observations/feedback from our district partners to Ellevation’s Product and Engineering Teams to help inform future product development efforts, and participate in dogfooding and other feedback exercises with the Product team.

Requirements

• Must be located in the Central Time Zone
• Strong preference for candidates with direct experience in Texas and a deep understanding of the Texas EL landscape (e.g., TELPAS, LPAC processes, and state compliance requirements)
• Experience supporting or managing districts within the Central region strongly preferred
• Ideally 3+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, Educational Administration, or another client-facing role
• Strong leadership, analytical, and organizational skills
• Outstanding verbal and written communication skills with audiences at all levels
• Ability to guide and support users with varying levels of comfort with technology
• Driven, self-motivated, and proactive with a “can-do” attitude
• Experience and knowledge of the ELL landscape and instructional practices
• Ability to produce results in a fast-paced, sometimes ambiguous environment
• Strong project management skills and ability to break down complex challenges into actionable steps
• Proven ability to identify value-based opportunities and advocate for partner needs
• Passion for driving change in education
• Willingness to travel to support onboarding and user gatherings as needed

Benefits

• Medical, dental, vision, and basic life insurance
• 401(k) retirement plan with employer match up to 50%
• Flexible paid time off for vacations
• Sick and disability policy
• 10 paid company holidays
• 2 floating holidays
• Winter office closure between Christmas and New Year's
• Generous parental leave benefit
• Back-up childcare or eldercare