Customer Success Manager

hypothes.is - Remote - Full time

Summary

Hypothesis is seeking a Customer Success Manager to join our growing Education team. You’ll help us address the rapidly expanding demand from academic institutions, departments, faculty and students for our digital annotation tool that facilitates close reading and deep discussion in online learning environments. This key customer-facing role is responsible for managing the full complement of day-to-day activities that support our partners, interacting heavily with both technical support and sales to ensure that our users have a seamless experience, and are delighted by their use of Hypothesis products.

To be successful in this position, the individual must be a technologist and an educator with both a deep passion for and knowledge of teaching and learning and a strong belief in the role technology can play in supporting the goals of students, instructors, and institutions. While an understanding of customer success practices is important, the ability to build relationships with users and partners of Hypothesis is critical. You will be the face of the company to most of our customers.

About the team

Hypothesis is a small ed-tech start-up company with financial backing that is ramping up to respond to high demand from stakeholders across the education marketplace. We work with educators, schools, and publishers to bring new, innovative capabilities and workflows over digital content.

We are a diverse, supportive, highly collaborative, 100% remote team of technologists, educators, and entrepreneurs working together to bring new capabilities to the web. We code in the open (our repos are public and liberally licensed) and help drive standards for annotation. Though we operate remotely, we are a close-knit team that communicates via Slack, video chat, GitHub, and Google Docs across 8 time zones.

About the role

As a Customer Success Manager, you will be the main point of contact and primary collaborator for our partners. Your organizational and communication skills, sales savvy, passion for education, and product implementation knowledge will be critical in igniting and deepening our customers’ enthusiasm for Hypothesis both as a tool and as a company.

You will work closely with other members of the success and sales teams to support individuals and institutions using Hypothesis technologies, shepherding pilots from onboarding to conversion, maintaining the subscription cycle for current customers, including renewals and up-selling, and contributing to the company’s overall business processes and objectives.

Responsibilities include, but are not limited to:

  • Driving adoption, retention, and expansion among customers by understanding their needs, defining success criteria, and crafting an implementation plan to help them achieve their goals and increase engagement with our product
  • Hosting training sessions and customized workshops for new and existing customers that serve to initiate and expand the use of Hypothesis
  • Troubleshooting and identifying solutions to issues raised by partners, escalating to our support and product teams as necessary
  • Engaging directly and deeply with Hypothesis technologies to establish and maintain a working knowledge of the digital annotation product
  • Maintaining a working knowledge of contemporary pedagogical philosophies and practices and connecting them to Hypothesis implementation to support and inspire users
  • Collaborating cross-functionally with sales, support, and marketing teams to create and manage our success resources, onboarding, and implementation programs, and generally improve the customer experience
  • Selling the value of Hypothesis products to educators working in a wide range of teaching contexts across
  • Traveling to conferences and campuses as needed (less than 10% time)

This role reports to the Regional Manager, Sales.

About you

You understand that education technology must be grounded in the lived experience of students and teachers. Though you are technically adept and deeply comfortable navigating and existing in a digital world, you also possess a keen understanding of how other human beings connect with technology. You take great satisfaction in working closely with customers to identify their challenges and goals, co-create solutions, and ensure mutual success.

Skills and experience you possess:

  • At least 3-5 years of previous experience in education, whether at an educational institution, education publisher, or ed-tech company
  • Previous experience in a customer-facing role, such as support, success, professional development, or sales
  • Familiarity with Learning Management Systems (LMS) and other ed-tech platforms and tools
  • Advanced degree preferred

You will be successful at Hypothesis if you:

  • Are passionate about education and learning
  • Are self-directed and highly motivated
  • Are committed to excellence and improvement
  • Are approachable and collaborative and excel at building relationships
  • Have previous remote work experience
  • Have strong time management skills
  • Have strong problem-solving skills
  • Can communicate clearly and effectively with colleagues and customers

How to apply

To apply for this position, please send your resume and a cover letter telling us why you’re a great fit for this role and what about working at Hypothesis appeals to you to: join@hypothes.is.

Hypothesis is proud to be an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, citizenship, gender identity or expression, sexual orientation, age, marital or family status, veteran status, or disability. If you have a disability or special need that requires accommodation, please let us know.

Location: Remote with preference given to candidates between UTC+2 and UTC-8

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

hypothes.is

Hypothesis is a small ed-tech start-up company with financial backing that is ramping up to respond to high demand from stakeholders across the education marketplace. We work with educators, schools, and publishers to bring new, innovative capabilities and workflows over digital content.
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