Manager of Customer Success

Key Roles and Responsibilities

1. Own the post-sales client lifecycle for assigned schools/accounts.

2. Ensure smooth onboarding and product implementation for Principals, Teachers, and Students.

3. Monitor usage metrics and conduct periodic reviews to showcase learning gains and product impact.

4. Troubleshoot issues and provide timely resolutions by collaborating with internal teams (Academic Consulting, Sales, Product & Technology).

5. Drive customer engagement through structured interventions and communications.

6. Ensure annual renewals and minimize churn by delivering measurable value.

7. Identify upsell and cross-sell opportunities and collaborate with Sales/Key Accounts team to close them.

8. Collect client feedback, generate insights, and work with Product/Academic teams to improve offerings.

9. Maintain accurate CRM records for customer interactions, renewals, escalations, and success metrics.

10. Generate Leads by asking for Referrals from Partner Schools and work with Sales team for demos.

11. Provide pre-sales support to the field Sales team when required.

Requirements

Skills & Competencies

1. Strong relationship-building and stakeholder management skills

2. Excellent communication and presentation skills

3. Analytical mindset with ability to interpret usage and performance data

4. Problem-solving orientation with customer-first attitude

5. Proficiency in CRM tools and data reporting

6. Ability to collaborate cross-functionally with Sales, Academics, and Product teams