Customer Success Manager

HeyTutor seeks a Customer Success Manager to manage relationships with school district partners after implementation and help them achieve their goals using HeyTutor’s services. The role focuses on customer adoption, retention and expansion, implementation coordination, stakeholder relationships, and student learning outcomes.

Responsibilities:

• Drive adoption, retention, and expansion for our most important school district customers by understanding their needs, defining success criteria, and crafting an implementation plan to help them achieve their goals
• Build, manage, and leverage key stakeholder relationships with district admin to build awareness of HeyTutor across the entire district
• Develop a communication cadence with customers to monitor account health and deliver student learning outcomes
• Collect information necessary for implementation in a timely manner, provide updates on weekly basis (minimum) and as needed post-implementation
• Proactively identify issues and develop action plan to solve
• Manage a team of one or more Onsite Coordinators who help oversee tutors
• Partner with internal team to maximize billable hours and make recommendations
• Conduct weekly meetings with Fulfillment Manager to discuss any needs
• Collect tutoring data and analyze reports to identify opportunities
• Partner with internal Curriculum team to ensure alignment with district needs
• Coordinate trainings with 3rd party vendors
• Update district program information in Salesforce and JazzHR
• Continuously self-educate about HeyTutor’s solutions and the K-12 competitive landscape
• Occasional travel may be required

Requirements:

• The Customer Success Manager must be an excellent communicator (both verbally and in writing), proactive in meeting and understanding the needs of our District Partners, and proven in their ability to build long-lasting business relationships
• Minimum Bachelor's Degree from a 4-year accredited college/university
• 5+ years of experience managing accounts of mid-market or enterprise size
• Proven ability to build and nurture relationships with key stakeholders
• Excellent written and verbal communication skills
• Excellent presentation skills
• Proficient in use of common corporate office software
• Outstanding communication skills (both written and verbal)
• Proactive, able to anticipate customer needs, exceed expectations, and chart a clear pathway to customer success
• Strong ability to lead and coordinate a project implementation cross-functionally
• Strong attention to detail
• Customer relationship management: 2 years (Required)
• Education background preferred
• Educational Background (Preferred)