Note: The job is a remote job and is open to candidates in USA. Imagi is a small, remote team focused on supporting educators and students, seeking a Senior Customer Success Manager to lead customer success initiatives for K12 school district customers in the US. This role involves creating and managing the post-sale journey, building relationships with educators, and utilizing AI tools to enhance customer support and success.
Responsibilities
- Own the onboarding journey for every new US school or district: set up educator accounts, grant Pro access, provision the right number of student seats, and create customised implementation plans
- Design and run engaging teacher training: virtual webinars, live PD workshops (onsite and remote), and asynchronous onboarding resources
- Coordinate imagi's Vibe Coding PD sessions, working with educators and curriculum leads to deliver hands-on AI coding experiences and build teacher confidence with the platform
- Develop ongoing training programs for educators who participated in our summer PD cohort
- Build relationships across multiple stakeholders in each district (teachers, coaches, curriculum directors, administrators) to ensure broad adoption
- Maintain a pulse on customer health: regular check-ins, usage data analysis, and proactive outreach to at-risk accounts
- Be the go-to advisor for your portfolio — helping customers set goals, measure progress, and expand their use of imagi
- Drive renewals, including BOCES renewals, by proactively demonstrating impact and helping customers articulate value to their administrators
- Land and expand: work with educators who have successfully implemented imagi to explore how we could bring it to more teachers in their schools and districts; work closely with the sales team to support upsell and expansion opportunities within your account portfolio
- Gather customer feedback systematically and feed it to the product team, becoming a key voice of the customer internally
- Serve as the primary point of contact for US customer support queries: respond promptly, resolve issues, and escalate technical issues to the product team with clear context
- Build and maintain a knowledge base and FAQ to reduce repetitive queries, leveraging AI to keep it current and easily searchable
- Set up and manage AI-assisted support workflows in our support inbox (for example in HubSpot) to handle volume efficiently and maintain response quality
- Work with other team members to ensure support queries are routed and resolved without bottlenecks
- Support and grow our educator community through events, newsletters, and thoughtful gestures (yes, sometimes that means shipping goodies)
- Attend key US K-12 EdTech conferences (ISTE, CSTA, ERMA, regional events) to present, run demos, and meet existing customers, not as a seller, but as a trusted expert
- Coordinate PD workshop sessions at conferences where imagi is presenting
- We love visiting classrooms in person, you'll have the opportunity to see imagi on the ground firsthand
- Capture and share customer stories, testimonials, and use cases from event interactions, handing them to the marketing team as content
- Actively use AI tools to scale your work: automate onboarding email sequences, create personalised training materials, and build dashboards to monitor customer health
- Identify manual CS tasks that can be automated and lead the implementation of those automations
- Stay current on how AI can improve the customer experience in K-12, and bring those ideas to the team
Skills
- Years of experience in Customer Success, Implementation, or Instructional Coaching, with at least 3 years in K-12 EdTech or education SaaS
- A background that blends education (teaching, instructional coaching, or curriculum work) and customer-facing tech roles, you speak both languages fluently
- Demonstrated ability to coordinate and support teacher professional development: you are comfortable working with educators virtually and in-person, and making technical tools feel accessible and exciting
- Deep knowledge of the K-12 ecosystem: how districts buy and implement technology, how teachers adopt new tools, and what school leaders need to see to renew
- Familiarity with BOCES or district procurement processes is a strong plus
- Experience managing a portfolio of accounts with varying levels of complexity, you can prioritise, stay organised, and never let a customer fall through the cracks
- Demonstrated, active use of AI tools to improve your CS or support workflows, we will ask you about this in the interview
- Strong written and verbal communication skills, you write support replies that are warm, clear, and fast
- Proficiency in HubSpot or a comparable CRM; experience with customer success platforms is a plus
- Willingness to travel within the USA for onsite PD sessions, district visits, and conferences
- US-based; experience working with multiple states and district types (urban, suburban, rural) is a strong advantage
- Growth mindset with commitment to continuous upskilling and lifelong learning
- Bachelor's degree or equivalent practical experience
- Background as a K-12 classroom teacher, especially in computer science, coding, or STEM
- Experience with coding education platforms or AI literacy curricula
- Familiarity with Lovable, ElevenLabs, or similar AI-powered creative tools
- Experience setting up AI-powered help desks or automated support workflows
- Track record of producing customer case studies, testimonials, or video success stories
- Spanish fluency, a bonus given the diversity of K-12 districts we serve
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