K-12 Edtech Customer Success Manager

Framework's customer is a K-12 EdTech company specializing in AI-powered state assessment preparation and adaptive learning tools for schools and districts nationwide. The Customer Success Manager will own post-sale relationships, lead onboarding and product training, drive customer retention and account growth, troubleshoot challenges, improve engagement processes, and collaborate with Sales and internal teams.

Responsibilities:

• Customer Engagement & Growth: Connect with customers daily via phone, email, chat, and Zoom to build strong relationships, monitor product usage, and proactively drive renewals and related product sales
• Onboarding & Training: Own the customer onboarding process, including rostering new schools onto the platform. Conduct on-demand training sessions and create engaging curriculum (e.g., instructional videos, whitepapers) for teachers and administrators. Partner with Sales to drive engagement, upselling, and renewals
• Problem Solving: Diagnose customer success challenges, troubleshoot issues, test product enhancements, and implement scalable solutions
• Process Improvement: Execute and iterate on initiatives, talk tracks, and engagement campaigns to continuously improve customer satisfaction and retention
• Cross-Functional Collaboration: Act as a trusted partner and clear communicator between external clients and internal teams

Requirements:

• 2+ years in Customer Success
• Bachelor's Degree required
• Strong tech skills
• Communication skills
• Problem-solving abilities
• Must reside in Florida
• Occasional in-person customer visits required, approximately once a month
• EdTech or K-12 experience is strongly preferred
• Prior experience working in a school as a teacher or administrator is highly desirable
• Consultative sales skills are a plus
• Emerging people management skills are a plus
• Candidates within driving distance of Orlando, FL preferred
• Candidates near Orlando strongly preferred