Customer Success Manager

Ellevation Education is a mission-driven technology company focused on improving outcomes for English Learners in K-12 education. They are seeking a proactive Customer Success Manager to build relationships with district leaders, guide implementations, and provide consultative support to enhance the partner experience.

Responsibilities:

• Onboard and learn about Ellevation and the work we do to improve outcomes for English Learners
• Become familiar with our product offerings and our customer landscape
• Understand the Partner Success Organization's approach and how we work in close collaboration with our 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 and calls while becoming familiar with our partner-facing resources
• Take on your first partner implementations and begin managing your full partner caseload
• Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction, and other health metrics
• 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 your product knowledge
• Drive successful implementation and partner outcomes by proactively connecting educators to the resources, self-paced training, and support that build long-term capability and self-sufficiency
• 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 partner health data and determine which retention strategies and success plays to apply proactively
• Collaborate with other PSMs and 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
• Drive successful partner outcomes by ensuring accurate and timely data, delivering a high-quality partner experience, maintaining strong partner satisfaction, and proactively aligning expectations to support long-term success
• 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, and feedback from district partners to Ellevation’s Product and Engineering Teams to help inform future product development efforts

Requirements:

• Exceptional relationship management skills
• Strategic thinking abilities
• Service-oriented mindset
• Ability to navigate complex partner needs in a fast-growing organization
• Deep expertise in English Learner program best practices
• Ability to build trusted relationships with district leaders
• Experience in guiding successful implementation of solutions
• Consultative support skills that align solutions with district priorities
• Ability to advocate for partner needs
• Experience collaborating across teams
• Proficiency in analyzing partner health data
• Ability to drive successful partner outcomes
• Strong communication skills
• Motivated and adaptable personality
• Willingness to learn and grow in the role