Customer Success Manager

Role Overview

Lebra is looking for a Client Success Manager to take ownership of customer relationships after implementation and ensure clients realize strong outcomes from adopting and using the company’s solutions over time. The role focuses on keeping customers engaged, satisfied, retained, and open to expansion while strengthening the partnership between Lebra and district or organizational leaders.

This position is suited to someone who combines relationship-building with strategic thinking, project coordination, and problem-solving. The ideal person will be motivated by helping leaders improve workplace culture, increase employee engagement, and support professional growth.

Key Responsibilities

• Act as the main contact for assigned customer accounts and maintain strong working relationships with district and organizational leaders.
• Schedule and lead regular check-ins, strategic reviews, and planning discussions to stay aligned with customer goals.
• Understand each customer’s priorities, challenges, and desired outcomes, and represent the customer’s perspective internally.
• Encourage adoption and active use of Lebra’s products across customer organizations.
• Track account health, spot warning signs early, and build action plans for accounts that may be at risk.
• Support renewals and retention efforts to help customers continue their partnership with Lebra.
• Own customer support requests and tickets, keeping visibility on progress, urgency, and resolution timing.
• Work with product, engineering, and implementation teams to resolve issues efficiently and keep customers informed.
• Create and maintain support materials such as FAQs, documentation, and knowledge-base content.
• Review support patterns to identify ways to improve processes and the customer experience.
• Lead customer training sessions, webinars, and onboarding support for administrators and staff.
• Build helpful resources that make customers more self-sufficient and confident using the platform.
• Promote new features and product improvements to increase adoption and long-term success.
• Look for opportunities to expand customer accounts through additional licenses, products, or services.
• Partner with sales on expansion conversations and support customer advocacy activities such as referrals, testimonials, and case studies.
• Collaborate cross-functionally with Product, Engineering, Marketing, Sales, and Implementation teams to share customer feedback and influence improvements.
• Support company-wide initiatives aimed at strengthening customer experience and retention.

Success Measures

The role is measured through retention, account health, support quality, training completion, adoption growth, and customer advocacy. Target expectations include 95%+ gross revenue retention, 95%+ logo retention, and 95%+ renewal rate. Additional goals include documented success plans for strategic accounts, quarterly business reviews for top customers, fast support response and resolution, and strong customer satisfaction scores.

Qualifications

• A bachelor’s degree or equivalent professional experience is required.
• At least 3 years of experience in Customer Success, Account Management, Training, Educational Leadership, or a similar field is needed.
• Strong communication, relationship-building, organization, and project management skills are essential.
• Ability to handle several priorities at the same time without losing track of details.
• Experience presenting information and leading training sessions is required.
• Preferred background includes work with K–12 school districts or educational organizations.
• Experience with customer success tools, CRM platforms, support ticket systems, and SaaS products is preferred.
• Familiarity with change management and organizational leadership concepts is also beneficial.

Compensation & Benefits

The base salary range for this role is $60,000 to $75,000 per year, depending on experience. The position also includes a performance incentive plan linked to retention, renewals, customer satisfaction, product adoption, engagement, and account growth.

• Monthly health insurance stipend
• Flexible paid time off
• Paid company holidays
• Home office and technology stipend
• Professional development opportunities
• Remote work setup
• Travel expected about 10% to 20% for customer meetings, training events, conferences, and company gatherings

Growth Opportunity

This role offers room to advance into senior customer success, customer experience, operations, or leadership positions as the company grows. The Client Success Manager will help shape customer success strategy, internal processes, and the broader customer experience across the organization.

About Lebra

Lebra is building tools that help leaders engage, recognize, develop, and support their people. The company’s belief is that leadership is built on connection, and connection is what strengthens culture. This role gives you the chance to make a direct impact on customers nationwide while contributing to a growing company focused on making work more human.