Founding Customer Success Manager

Goblins is a company dedicated to transforming the way children learn math, proven to teach at accelerated rates compared to traditional classrooms. They are seeking a Founding Customer Success Manager to develop and manage customer retention and expansion strategies, build processes for customer success, and drive partnerships with schools and districts.

Responsibilities:

• Own the renewal and expansion portfolio, acting as a forward deployed Goblins employee ensuring districts see math achievement growth
• Build playbooks from scratch: health scoring, account segmentation, renewal cadences, onboarding-to-value handoffs, professional development, business reviews, and 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 metrics that predict retention and expansion and help instrument and monitor them
• Add light, human follow-up to convert free users to paying district customers by identifying schools showing real adoption signals
• Bring patterns back to product, engineering, and ops to drive product-led growth