Customer Success Manager

Collective Goods Holdings, Inc. is a company dedicated to inspiring lifelong readers through engaging book programs for children. The Customer Success Manager is responsible for ensuring client satisfaction and success, focusing on maximizing customer lifetime value and retention through strong relationship management and proactive support.

Responsibilities:

• Serve as the primary point of contact for schools throughout their Book Blast journey, from onboarding to renewal
• Build and nurture strong, long-term relationships with school leaders through personalized outreach and proactive problem-solving
• Implement retention strategies based on Never Lose a Customer Again principles to maximize renewals and engagement
• Use data-driven insights to highlight program impact and promote future participation
• Facilitate smooth transitions of new schools from sales to customer success
• Partner closely with the Regional VP to align on client needs and retention efforts
• Provide valuable feedback on customer insights, program enhancements, and growth opportunities to leadership and marketing
• Develop and execute engagement strategies that maximize participation and event results
• Support the Regional VP with calendar management, communication, and project coordination as needed
• Identify friction points in the customer journey and refine processes to create effortless experiences
• Maintain organized, detailed records of client accounts, communications, and outcomes
• Participate in ongoing training and coaching to deepen knowledge of customer success best practices, sales techniques, and program details
• Encourage and gather testimonials, referrals, and client advocacy to grow the Books Are Fun network
• Leverage client satisfaction to build a network of advocates for Books Are Fun

Requirements:

• Proven experience in customer success, account management, sales support, or related roles
• Strong communication, relationship-building, and problem-solving skills
• Customer-centric mindset with passion for creating exceptional experiences and long-term loyalty
• Organized, detail-oriented, and capable of managing multiple priorities seamlessly
• Energetic and enthusiastic - you love books and enjoy sharing that excitement with clients
• Comfortable working independently in a remote environment