About the position
Branching Minds' mission is to empower all educators to effectively, efficiently, and equitably support the holistic needs of their students; and to create a path to academic and personal success for every learner. Branching Minds is a Benefit Corporation that prioritizes mission alongside profit and embraces self-management, transparency, collaboration, initiative, and making a difference in the world. The Customer Success Manager will play a critical role in mapping the end-to-end customer experience lifecycle, blending account management, consultation, project management, direct customer support, product/technology management, and professional development coordination.
Responsibilities
• Serve as a trusted advisor and primary point of contact for a portfolio of school & district partners
• Guide the end-to-end customer experience from onboarding to renewal, inclusive of leading kickoff and customization calls, check-ins, progress reviews, cross-sell, and renewal and expansion conversations
• Work closely with district partners to understand their unique goals and needs, collaborating with internal teams (e.g., sales, implementation, professional services, product & marketing) to develop solutions and success plans that lead to sustainable practice and positive outcomes with Branching Minds
• Create and manage customer journeys and engagement campaigns in our customer success platform (ChurnZero), tracking and reporting on customer health and progress toward milestones
• Develop and execute strategies to drive Branching Minds adoption and platform usage to increase customer value, satisfaction, and reduce churn for your portfolio of accounts
• Maintain a regular cadence of calls along with Beginning, Middle, and End of Year Reviews with school and district leadership highlighting key success metrics and opportunities for improvement
• Act as a liaison between district partners and internal teams, advocating for their needs and communicating feedback to improve our product and services
• Identify opportunities for customer advocacy through case studies, sales referrals, white papers, webinar panels and other initiatives to highlight partner success and innovation
• Regular tracking and monitoring of usage, milestones, and health metrics; proactively identifying potential issues and escalating to Customer Success leadership for additional support as needed
• Own contract renewals for your portfolio of accounts, managing the process in our CRM (Hubspot) which includes updating stages, generating quotes, and collaborating with sales for expansion opportunities
• Provide direct support and guidance through live-chat/email/phone, platform walkthroughs/webinars, and occasional onsite travel
• Leverage insights from data to develop and refine the customer experience by identifying pain points and possible solutions
• Develop deeper knowledge of MTSS best practices and all product offerings to effectively guide customers toward better outcomes with Branching Minds
• Other duties as assigned
Requirements
• Relationship Builder - Experience in a customer-facing role (consulting, advocating, development) that includes issue resolution & relationship management.
• High attention to detail and adept at prioritizing multiple tasks and needs.
• Comfortable with technology and excited about becoming a Branching Minds’ platform expert.
• Passionate about improving education and committed to equity of success for all learners, particularly those who struggle to succeed.
• Comfortable with the dynamic, self-motivated, collaborative, fast-paced culture of a startup, and able to work well both independently and as part of a team.
• Brings prior experience in client-facing, project management, K–12 education, or edtech roles.
Nice-to-haves
• Prior experience working in a success, client-facing, or project management role
• Previous experience in K12 education and/or edtech
• Previous experience using Branching Minds
Benefits
• Fully remote!
• An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students.
• The opportunity to be a central voice in shaping our customer relationships and customer success team.
• Base annual compensation for this role is $75,000 - $85,000 based on experience, expertise, and geographic location.