Customer Success Manager

SmartLab is hiring a Customer Success Manager to guide K-12 schools and districts through onboarding and adoption of its STEM programs. The role manages customer relationships, renewals, issue resolution, and advocacy while using customer data and feedback to support retention and program impact.

Responsibilities:

• Partner with Tech Support & Implementation to support customers through post-sale onboarding and implementation, ensuring alignment on customer goals, key milestones, responsibilities, and next steps
• Maintain customer communication throughout onboarding, helping school and district stakeholders understand the implementation process and ensuring they have visibility into progress
• Establish a strong customer relationship early in the partnership, building an understanding of the school's goals, expectations, and priorities for its SmartLab program
• Serve as the primary owner of the customer relationship, building trust with stakeholder groups to strengthen engagement, sustain program continuity, and maintain alignment on the value of SmartLab
• Collaborate with territory Sales reps through regular account syncs, keeping Sales informed on account health, key stakeholder changes, and emerging opportunities to ensure a unified, coordinated approach to each customer
• Schedule and communicate regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI to administrators, STEM coordinators, and other district stakeholders
• Develop and maintain an understanding of each customer's decision-maker journey, including their goals, priorities, key stakeholders, decision-making processes, and evolving needs throughout the SmartLab partnership
• Proactively forecast renewal risk using data signals from HubSpot, Salesforce, and customer feedback
• Identify and qualify expansion opportunities by understanding each school's evolving needs and growth potential
• Develop and execute customer success and renewal plans that demonstrate the value of SmartLab's integrated STEM ecosystem and support long-term customer partnerships
• Cultivate customer advocates and identify opportunities for references, testimonials, case studies, and participation in SmartLab events or professional learning initiatives
• Take ownership of customer concerns and coordinate with Tech Support, Facilitator Success, Product, and other internal teams to drive customer-impacting issues toward resolution
• Maintain transparent communication loops with customers during escalations
• Log qualitative feedback and feature requests in Salesforce and other designated systems
• Share trend insights with Product and Marketing teams to influence roadmap and messaging
• Advocate for the needs of SmartLab schools and districts while balancing customer priorities with company goals and available resources
• Maintain accurate and timely Salesforce records of customer engagements, opportunities, contacts, and key account activities, ensuring information is documented to support effective account management and cross-functional collaboration
• Communicate account status, customer risks, renewal progress, and opportunities for growth to Customer Experience leadership and relevant internal teams
• Leverage Monday.com dashboards to track project milestones and communicate status internally

Requirements:

• Bachelor's degree or 5+ years of relevant experience in Customer Success, Account Management, or K-12 EdTech implementation
• Proven track record with renewals in a subscription/SaaS or curriculum‑as‑a‑service environment
• Deep familiarity with U.S. K-12 buying cycles, funding sources, and classroom dynamics
• Excellent virtual facilitation, presentation, and storytelling skills
• Strong data orientation—comfortable building reports in Salesforce and interpreting engagement analytics
• Prior teaching or district‑level instructional coaching experience
• Experience with ChurnZero, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook)
• Exposure to STEM or project‑based learning pedagogies
• Formal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping