Customer Success Manager

About the Role

We're seeking a Customer Success Manager to join our Customer Success team!

As a Customer Success Manager (Schools), reporting to the Manager of Customer Success, you will oversee a school book of business, driving engagement, retention, and growth. You'll manage partner schools from onboarding to renewal, identify upsell opportunities, and provide exceptional support through a deep understanding of BrainPOP's products and customer needs.

This role requires experience driving renewals and upsells through efficiency in organizing and managing a high-volume book of business and leading consultative discussions with school leaders about their unique needs, standards, and industry trends that influence their purchasing decisions.

This role will be based in Texas focusing on customers in the Texas region, and the hire will work in their home office with occasional regional travel. This role requires experience working with Texas districts and schools, and knowledge of the K-12 landscape in Texas including curriculum, standards and evolving educational trends, 

In this role, you will:

• Manage and be accountable for the success of partner schools from onboarding through renewal.
• Successfully identify growth opportunities, initiate conversations regarding expansion and growth with our current customers in your territory, and upsell partner resources in subscribed schools. 
• Develop deep knowledge of the BrainPOP product, a prerequisite for providing world-class aid and service to educators.
• Act as the relationship manager and oversee all aspects of partners' onboarding and implementation process.
• Communicate consistently with school leaders to ensure strong usage of BrainPOP, while gathering feedback and implementing new features
• Monitor and maintain high levels of customer satisfaction while managing partner expectations.
• Join others in Customer Success to develop innovative ways to leverage technology to communicate with and support all of BrainPOP's users.
• Work united with other internal BrainPOP teams, communicating observations and feedback from district partners to help inform future product development efforts.

You Are:

• Passionate for driving change in education.
• A strong problem-solver with analytical skills to help districts overcome barriers and maximize the use of BrainPOP.
• An outstanding verbal and written communicator with audiences of all levels.
• A strong listener with questioning skills to understand customer needs and obstacles comprehensively.
• An adaptable self-starter who is skilled at creating structure in ambiguous environments.

On Your Resume:

• 2-3+ years experience in software sales and/or account management in K-12
• Experience managing a high-volume BoB
• Proven capability in identifying value-based opportunities for current partners while advocating for their needs internally and externally.
• Experience with software implementations (K-12 is a plus)
• Experience with a CRM and the ability to forecast and create reports to inform management about strategic decision-making.
• Ability to manage projects and programs with some complexity
• Knowledgeable about the K-12 landscape in Texas including curriculum, standards and evolving educational trends
• Experience in a K-12 district is a plus.

Location:

The BrainPOP team operates in a hybrid work environment: Each role has remote flexibility and an in-person component at our New York headquarters or other meeting locations. Based on the requirements of a specific role, we may prioritize hiring within a commutable distance of our New York headquarters or in another region relevant to that role.

We can employ individuals residing in the following approved hiring states:

• Arizona
• California
• Connecticut
• Florida
• Georgia
• Illinois
• Massachusetts
• Missouri
• New Jersey
• New York
• North Carolina
• Ohio
• Oregon
• Pennsylvania
• Tennessee
• Texas

NOTICE: We have become aware of various fraudulent websites and third parties impersonating our company and offering false job opportunities. These offers are not affiliated with BrainPOP and are considered part of an unlawful recruitment scam. To ensure your safety and protect your personal information we strongly recommend that you only apply for positions through the official BrainPOP website or BrainPOP's official LinkedIn page. If you receive any job offers or communications that do not originate from this page or our official e-mail domain brainpop.com, please treat them as suspicious and do not engage or provide any personal information. For any questions or to report suspicious activity, please contact us directly at [email protected]. While we have reported this general fraud to the authorities, you can report this fraud on your own behalf to the Federal Trade Commission (https://reportfraud.ftc.gov/) and the Federal Bureau of Investigation' s Internet Crime Complaint Center (https://www.ic3.gov/).

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