Customer Success Manager

BetterLesson - Cambridge, Massachusetts - Full time

About BetterLesson:

BetterLesson empowers K-12 teachers to build a modern classroom: learner-centered, culturally responsive, and personalized. Instead of the conventional (and ineffective) format of professional development for educators—filling an auditorium for a day of sleep-inducing lectures—BetterLesson supports teachers for the entire school year with regular, 1:1, virtual coaching. We match each teacher with a world-class coach and then leverage our technology to study actual classroom performance, to suggest customized teaching strategies, to qualitatively and quantitatively measure impact on student learning, and to continuously improve teaching practice through rapid iteration. This process leads to off-the-charts teacher love (our data shows teachers love BetterLesson more than Apple users love their iPhones), high administrator engagement, and, most importantly, dramatic teacher and student growth.

We design and tightly control every aspect of the system in-house: our coaching methodology, the content behind our pedagogical viewpoint, the delivery of our services to all teachers and district leaders, and the software powering our web and mobile apps. BetterLesson has raised over $30M of venture capital and grant funding, serves over 100 school districts, sees 850K+ monthly active users accessing our online lessons and strategies, and is expanding quickly.

We are a small and growing team of teaching practice gurus, educational opportunity devotees, and product development specialists. We place tremendous value on our company’s roots and culture: a shared passion to transform professional learning for educators at scale and a sense of urgency to achieve this vision. All candidates should have the experience, competence, and enthusiasm to dive in headfirst and rapidly solve complex, exciting, and interconnected problems. We feel we offer a unique opportunity to join a small team, have flexible hours, and make a massive impact on our education system.

About the Job:

As a Partner Success Manager (PSM), you will be the primary driver of stewarding strong and enduring relationships with our partners--including school districts, education associations, and foundations. PSMs are experienced communicators, educators, and strategic, action-oriented leaders. They ensure close alignment with our partners on strategic priorities and regularly consult with partners on an ongoing basis to build a shared line of sight on educator and student growth and progress.

PSMs also work closely and collaboratively with the sales, product, and coaching teams to ensure that partnerships are running smoothly, partners are satisfied, BetterLesson Coaching is on track to deliver maximum impact, and our partnerships deepen and grow from year to year. The critical work of a PSM begins at the strategic planning phase and extends iteratively over the course of implementation through continuous alignment, progress sharing, and troubleshooting challenges toward a partner’s measures of success and impact indicators. You will report to the VP, Partner Success.

You Will Focus on three main functional areas:

1. Strategic planning and launching partnerships;

2. Ongoing consulting and alignment with partner leaders; and

3. Deepening partner relationships and impact year over year.

You are:

  • passionate about education and equity;
  • a strong relationship builder and communicator with a keen ability to engage a diverse cross-section of educators (from teachers to superintendents);
  • an exceptional strategic thinker with strong planning and detail-driven implementation skills;
  • a great team player, who constantly cultivates productive professional relationships internally and externally;
  • adept at managing highly complex projects with precision without losing a primary focus on partnership strategy;
  • obsessed with maximizing the impact of our coaching, development, and relationships with school- and school system leaders toward partner engagement and satisfaction;
  • the type of person who thrives in ambiguity and complexity, and is a consummate self-starter; and
  • an irrepressible process geek, chasing root causes to eliminate waste and risk.

You will:

  • own a portfolio of partners and be responsible for their short- and long-term health;
  • drive the organizing, planning, and successful execution of BetterLesson’s supports in order to meet and exceed partner expectations;
  • serve as the face of BetterLesson to your partners, regularly engage with partner leadership to map near-term results to strong long-term relationships;
  • review and analyze program data to build a compelling and meaningful partner story;
  • craft clear and effective messaging and communications for partners;
  • collaborate cross-functionally to establish and continuously evolve best practices for partner engagement and satisfaction;
  • lead solution development efforts that best address partner needs, while coordinating the involvement of all necessary BetterLesson team members; and
  • develop and act on strong and effective communication plans for internal and external audiences.

You have:

  • First-hand knowledge of the K-12 space:
  • a strong pedagogy, instructional, and/or school district strategy background;
  • taught, held school leadership positions, and/or worked at a district level for at least 4-6 years;
  • navigated the complexities of school and school district relationships;
  • demonstrated a keen ability to build and leverage relationships with school- and school system leaders;
  • Partner success experience:
  • a successful track record of renewing and growing partnerships;
  • an exceptional ability to listen and assess, clarify, validate, and respond to partner needs;
  • showcased your stellar written and verbal communication;
  • Ability to drive results within a high-growth environment:
  • shown excellent organization, detail-orientation and project management skills;
  • demonstrated the flexibility required as a leader in results-oriented, fast-paced and entrepreneurial environment;
  • been successful at simultaneously managing multiple highly complex projects across multiple teams.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

BetterLesson

BetterLesson empowers K-12 teachers to build a modern classroom: learner-centered, culturally responsive, and personalized.

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