Customer Success Manager

About Education Walkthrough

Education Walkthrough is a specialized platform designed to enhance classroom observation for K-12 principals, instructional coaches, and district administrators by enabling real-time feedback and detailed instructional data analysis. Founded in 2019 in Chicago, the company supports over 500 school districts in the U.S. and has an international presence in more than 10 countries. The platform empowers educators to identify teaching trends and gaps, aiding administrators in planning professional development that boosts teaching effectiveness and student outcomes.

Role Overview

As a Customer Success Manager, you will oversee a portfolio of educational customers aiming to ensure their satisfaction with Education Walkthrough's platform. You will facilitate onboarding, provide training, offer continuous support, and strengthen partnerships with school and district leaders. Your role involves proactively identifying and addressing usage issues, managing account renewals and expansions, and conveying customer feedback to the product development team.

Key Responsibilities

• Lead the onboarding process, conduct training sessions, and provide ongoing assistance to maximize platform adoption and benefit.
• Maintain proactive communication to detect and resolve minor issues before they escalate, such as engagement lapses, deadline monitors, and changes in user roles.
• Develop strong, authentic relationships with educational leaders, converting valuable interactions into referrals and introductions.
• Manage contract renewals and capitalize on expansion opportunities within existing accounts.
• Serve as the customer advocate internally, influencing product enhancements with user insights.
• Create and update clear and comprehensive self-help and support materials for users.
• Participate in daily account review meetings and meticulously document all client interactions and account details.

Desired Skills and Experience

• A personable, empathetic professional capable of building trust-based relationships beyond transactional interactions.
• Detail-focused, proactive problem-solver who anticipates challenges.
• Enjoys working with data to make informed, strategic decisions.
• Growth-oriented mindset with a willingness to seek and leverage customer referrals.
• Effective and clear communicator across different media, including writing and verbal engagements.
• Coachability and eagerness to acquire mastery of the product and related processes.
• Technologically adept and enthusiastic about learning and using tools such as HubSpot, FullStory, and Slack; familiarity with CRM systems is essential.
• Interest and openness to using artificial intelligence tools integrated within the product and workflows.
• At least two years' experience in roles emphasizing relationship management and reliable follow-through, such as teaching, account management, client service, sales, coaching, or hospitality.

Preferred but not mandatory qualifications include prior classroom or school administrative experience, customer-facing roles in SaaS, and experience using HubSpot CRM.

Compensation and Benefits

• Opportunity to join a rapidly expanding startup with a global educational impact.
• Competitive salary range of $60,000 to $70,000, commensurate with experience and location.
• Clear advancement pathway into senior Customer Success roles as responsibilities expand.
• A collaborative and innovative company culture supporting professional growth.

Application Instructions

Applications are expected to include a resume, cover letter, a 200-300 word personal reflection on a relationship where your persistent efforts changed the outcome, and a note detailing any use of artificial intelligence in preparing the application. Submissions missing the reflection may not be considered.