Note: The job is a remote job and is open to candidates in USA. Framework's customer is a K-12 EdTech company specializing in AI-powered state assessment preparation and adaptive learning tools for schools and districts nationwide. The Customer Success Manager will own post-sale relationships, lead onboarding and product training, drive customer retention and account growth, troubleshoot challenges, improve engagement processes, and collaborate with Sales and internal teams.
Responsibilities
- Customer Engagement & Growth: Connect with customers daily via phone, email, chat, and Zoom to build strong relationships, monitor product usage, and proactively drive renewals and related product sales
- Onboarding & Training: Own the customer onboarding process, including rostering new schools onto the platform. Conduct on-demand training sessions and create engaging curriculum (e.g., instructional videos, whitepapers) for teachers and administrators. Partner with Sales to drive engagement, upselling, and renewals
- Problem Solving: Diagnose customer success challenges, troubleshoot issues, test product enhancements, and implement scalable solutions
- Process Improvement: Execute and iterate on initiatives, talk tracks, and engagement campaigns to continuously improve customer satisfaction and retention
- Cross-Functional Collaboration: Act as a trusted partner and clear communicator between external clients and internal teams
Skills
- 2+ years in Customer Success
- Bachelor's Degree required
- Strong tech skills
- Communication skills
- Problem-solving abilities
- Must reside in Florida
- Occasional in-person customer visits required, approximately once a month
- EdTech or K-12 experience is strongly preferred
- Prior experience working in a school as a teacher or administrator is highly desirable
- Consultative sales skills are a plus
- Emerging people management skills are a plus
- Candidates within driving distance of Orlando, FL preferred
- Candidates near Orlando strongly preferred
Benefits
- Remote work from Florida
- W-2 employee status
- Potential to transition to full-time employment
Company Overview