Customer Success Manager - K-12 STEM Education

Location Type: Remote Employment Type: Full-time Department: Customer Success Published: 2025-07-22

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Position Overview

SmartLab is seeking a dynamic Customer Success Manager to partner with schools and transform STEM education. In this role, you will be the primary guide for educators and district leaders, leading engaging onboarding experiences, facilitating strategic discussions, and ensuring that every SmartLab implementation delivers maximum impact. If you are passionate about building relationships, driven by measurable outcomes, and eager to champion STEM initiatives in K–12 environments, we encourage you to apply.

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Responsibilities

Customer Onboarding & Adoption

• Orchestrate 30-, 60-, and 90-day success plans tailored to each school's unique learning objectives.
• Conduct live virtual training sessions to empower educators in confidently delivering SmartLab curriculum and utilizing assessment tools.
• Collaborate with the Support team to promptly resolve any technical or logistical challenges.

Relationship & Account Management

• Serve as the trusted advisor and main point of contact for principals, STEM coordinators, and district stakeholders.
• Schedule and lead regular business reviews (QBRs/EBRs) to present usage analytics, student outcomes, and return on investment (ROI).

Retention, Expansion & Advocacy

• Proactively identify and mitigate renewal risks by analyzing data signals from ChurnZero, Salesforce, and customer feedback.
• Identify opportunities for upsell and cross-sell, including curriculum updates, professional development, and additional grade-level labs.
• Nurture customer champions and secure case studies, references, and opportunities for co-presenting at conferences.

Issue Resolution & Support Escalation

• Triage and document product or service issues, working closely with Support Agents until resolution is confirmed.
• Maintain clear and transparent communication with customers during escalation processes.

Voice of the Customer & Continuous Improvement

• Log qualitative feedback and feature requests in Salesforce and Monday.com.
• Share insights and trends with Product, Curriculum, and Marketing teams to inform product roadmaps and messaging.

Data Hygiene & Reporting

• Ensure all customer interactions, tasks, and opportunities are accurately recorded in Salesforce.
• Utilize Monday.com dashboards to track project milestones and communicate internal status updates.

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Education & Experience Needed

• Bachelor’s degree or 5+ years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation.
• Proven track record of achieving ≥ 90% renewals in a subscription/SaaS or curriculum-as-a-service environment.
• Deep understanding of U.S. K–12 buying cycles, funding sources, and classroom dynamics.
• Excellent virtual facilitation, presentation, and storytelling skills.
• Strong data orientation, with the ability to build reports in Salesforce and interpret engagement analytics.
• Ability to work independently in a fully remote, distributed team environment with strong asynchronous communication skills.
• Prior teaching or district-level instructional coaching experience is preferred.
• Experience with ChurnZero, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook) is a plus.
• Exposure to STEM or project-based learning pedagogies is preferred.
• Formal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping is preferred.

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Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Work From Home

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Additional Details

• Workplace: Remote
• Language: English