Customer Success Manager (Remote - Los Angeles, CA)

Company Overview:Age of Learning® is the leading developer of engaging and effective Pre-K through 5th grade learning resources that help children build a strong foundation for academic success and a lifelong love of learning. The company’s research-based curriculum, developed by education experts, includes the award-winning programs ABCmouse.com® Early Learning Academy and Adventure Academy™, as well as the adaptive, personalized school solutions, My Math Academy®, My Reading Academy®, and My Reading Academy Español. Having served over 50 million children worldwide, Age of Learning is a global leader in efforts to advance equity, access, and opportunity for all children. To learn more about Age of Learning, visit www.AgeofLearning.com.

Summary:As we expand our global reach and increase the educational impact of our programs, the Age of Learning School Division is looking to add to our team! Presently, our Customer Success team is in search of a passionate, highly detailed driven, self-motivated, and collaborative individual to take on the Customer Success Manager role.

Responsibilities:

• Execute Engagement Strategies: Develop and implement comprehensive engagement strategies with customers to deepen their engagement and increase their usage of our products and services. This involves creating customized plans that align with customer goals and monitoring their progress to ensure success.
• Customer Advocacy: Act as a strong advocate for customers across all areas of the business. Collaborate closely with product, engineering, marketing, sales, and executive leadership teams to ensure that customer feedback and needs are effectively communicated and addressed. Strive to represent the customer's voice in every decision made.
• Relationship Building: Develop and maintain robust working relationships with Business Product Managers, Technical Product Managers, Support personnel, and Innovation and Accountability Specialists. Work collaboratively with these teams to ensure a unified approach to customer success and satisfaction.
• Oversee Customer Success Lifecycle: Manage the entire Customer Success lifecycle for assigned accounts. This includes onboarding, ongoing support, and renewal processes to ensure customers have positive experiences and achieve their desired outcomes with Age of Learning products and services. Regularly review customer journeys and identify opportunities for improvement.
• Drive Key Metrics: Monitor and drive key metrics related to product implementations. Focus on customer health indicators, renewal rates, expansion opportunities, and engagement data. Utilize this data to identify trends, forecast future customer needs, and implement strategies to enhance customer satisfaction and retention. Regularly report on these metrics to senior leadership and provide actionable insights.
• Professional Development: Work closely with teammates to provide and coordinate cohesive professional development plans that meet the needs of customer's goals and initiatives. Anticipate professional development opportunities by monitoring reports and data. Deliver effective and engaging in-person and virtual professional development to district/school administrators, teachers, and support staff.

These responsibilities require a proactive, customer-centric approach, excellent communication skills, and the ability to work collaboratively across multiple teams and departments.

Required Qualifications:

• Bachelor’s Degree required
• Excellent active listening and communication skills
• Experience implementing (vendor or customer) cloud-based, platform products.
• 3+ years experience preferred in K-12/EdTech in Account Management, Client Services and/or Customer Success) and/or school district instructional or administration roles
• Strong demonstrated service-delivery experience with educational SaaS solutions
• Excellent written and verbal communication and interpersonal skills.
• Ability to diagnose common customer needs and issues, and to translate those needs into actionable solutions.
• Ability to communicate and interact with employees and customers at all levels, including the ability to give clear precise instructions that are readily understandable by non-technical users
• Highly organized, self-directed, and process-orientated with the ability to direct multiple projects simultaneously.
• Detail-oriented, with strong organizational skills.
• Ability and willingness to travel up to 80% within California.
• This is a remote position but must live in the Los Angeles area.
• CRM experience