Founding Customer Success Manager

Goblins, a company focused on revolutionizing math education, is seeking a Founding Customer Success Manager to build and manage customer success processes. This role involves owning the renewal and expansion portfolio, designing customer success playbooks, and ensuring effective training for educators to achieve their math growth goals.

Responsibilities:

• Own the renewal and expansion portfolio, acting as a forward deployed Goblins employee ensuring they see math achievement growth
• Drive retention and find and close expansion within existing customers (more schools, grades, and full-district rollouts)
• Build our playbooks from scratch: health scoring, account segmentation, renewal cadences, onboarding-to-value handoffs, business reviews, and the rhythm of proactive outreach
• Ensure teachers and administrators receive training on how to reach their math growth goals with Goblins, including conducting virtual and in-person professional development sessions
• Work with leadership to define which metrics actually predict retention and expansion (usage, active teachers, breadth of adoption, champion health) and help us instrument and watch them
• Flag account risk early, and design mediation plans
• Add light, human follow-up on top of our automated messaging to identify the schools showing real adoption signals; then convert them to grade and school-level customers
• Bring patterns back to product, engineering and ops: what's working, what's blocking renewals, what districts keep asking for