Customer Success Manager (Southeast US)

Everway is a leading company in Neurotechnology software, dedicated to transforming the understanding of individual needs. The Customer Success Manager will serve as a trusted advisor to education clients, ensuring effective onboarding and maximizing the value of Everway's products to enhance educational outcomes.

Responsibilities:

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs
• Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start
• Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction
• Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs
• Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience
• Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators
• Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks
• Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning
• Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value
• Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning
• Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting

Requirements:

• 3+ years of experience in customer success, account management, or a related role, with preference for experience within EdTech, SaaS, or adjacent roles in education-focused organizations
• Strong verbal and written communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of educational stakeholders
• Ability to analyze data, identify trends, and use insights to drive customer engagement and outcomes
• Excellent organizational and time management skills, with the capacity to manage multiple accounts and prioritize tasks effectively
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools
• Prior experience working directly with K-12 or higher education institutions
• Familiarity with educational technology products and a passion for using tech to improve learning outcomes
• Experience in conducting customer training sessions, webinars, or workshops
• Demonstrated success in a quota-bearing or target-driven role (renewals, upsells)
• Knowledge of instructional practices and educational trends
• Bachelor's degree or equivalent experience in education, business, or a related field