Customer Success Manager

Lalilo - San Francisco, California or Remote - Full time

Lalilo | Customer Success Manager

To apply:

  • Please submit your resume, a cover letter, AND technical exercise (see below for more information). Applications without ALL three components will not be considered.
  • Please apply directly via Breezy HR (you will be redirected when you click 'apply').

About Lalilo

Lalilo is an EdTech Startup building a web-based app to help elementary teachers differentiate their reading instruction. Our vision is to support educators in the classroom by gathering pedagogy, design, and artificial intelligence in the most engaging learning platform. We believe teachers have the hardest, most impactful, and most important job in society - and we want to help them in their mission by ensuring literacy access for all students. We believe every child should be given every chance to succeed, and this starts by becoming a proficient reader.

Our tool is used monthly by more than 80,000 teachers as well as 800,000 students and growing! On the student side, students complete exercises in phonics, sight words, word families, comprehension, and grammar. As they progress they evolve through different worlds, collecting treasures and badges earning literacy-based rewards. On the teacher side, detailed reporting allows teachers to better understand student strengths and areas of need. Educators can also access daily and weekly reporting and invite families to use Lalilo at home.

We are a growing team of 33 passionate, hard-working, and fun individuals based in Paris, New York, and San Francisco.

About the position

Lalilo is well-established in France and the U.S. In France, Lalilo has a partnership with the French Ministry of Education and in the U.S, we started actively selling to schools in summer 2019 with overwhelming, high-demand from teachers and administrators. Today we have 2 full-time, Lalilians (as we like to call ourselves) handling customer success, and having laid the groundwork, we are excited to expand our CS team with a 3rd team member!

As the 3rd member in our growing customer success team, you will help scale our growth and impact with schools & districts by working alongside our sales, product, marketing, and pedagogy teams to ensure a healthy customer lifecycle of every school and district. Most importantly that:

  • Implementation of Lalilo runs smoothly: all staff and teachers are onboarded and understand the full potential of using Lalilo in their classroom;
  • Lalilo is used by teachers and their students throughout the entirety of their subscription,
  • Teachers and administrators are happy with Lalilo throughout the school year - so that they wish to renew their license(s) for the next school year.

We are looking for somebody who is able to work both at a strategic and an operational level to build relationships with a variety of district and school stakeholders from superintendents to principals and teachers. You will have the opportunity to improve every step of our CS organization and must be comfortable with setting up best practices for Lalilo's customer journey lifecycle, including renewals, and do most of the operational work associated with engaging school and district leaders in supporting literacy outcomes for all student on Lalilo Premium.

A few R&R include:

  • Optimizing the process and structure we currently have to monitor usage with a book of business around 100-170 accounts representing a total of up to ~$500k;
  • Analyze and interpret student and staff data to determine implementation status. Then initiate proactive solutions to drive student and staff usage and ensure optimal student outcomes:
  • Analyze district account data to determine implementation status and identify customer needs
  • Proactively communicate implementation gaps to customers;
  • Gather feedback and problem solve by offering solutions to address identified implementation gaps.
  • Creating and delivering high quality live and recorded professional development sessions for customers to drive teacher and student engagement with and usage of Lalilo;
  • Travel to deliver high-quality professional development sessions to our biggest schools and districts, and to lead live events – 10-20% possible travel;
  • Providing high-level customer support to teachers and point of contacts that need it;
  • Exceeding teachers' and administrators' expectations with our level of commitment and service.

About you

We’re looking for somebody who:

  • Deeply cares about educators and can relate to them.
  • is learning-agile with an entrepreneurial mindset.
  • Has outstanding verbal and written skills.
  • Is very tech-savvy and able to thrive in a tech startup.
  • Is extremely organized and structured. Able to thrive in fast-paced unstructured environments.
  • is a builder, a doer, and a maker, you create structure out of ambiguity and feel comfortable working remotely.
  • Detail-oriented with the ability to multi-task and prioritize work.
  • Is excited by the idea of joining an early-stage startup.
  • Proactive, independent, self-starter, able to manage multiple projects and meet time-sensitive deadlines.
  • Solutions & Impact oriented mindset, sense-of-humor, and roll-up-your-sleeves attitude.

Requirements

  • 2-4 years of customer success experience, ideally in an EdTech Startup and/or elementary education-related background
  • Comfortable managing a book of business up to 500K, approximately 100-175 accounts
  • Detailed working knowledge of and comfort with Sales CRMs (e.g., Hubspot, Salesforce)
  • Comfortable with traveling (post-COVID-19):
  • Paris (France) two times a year
  • NYC or SF a few times a year (if not based in a home office)
  • Potential travel for on-site client visits in the US and Canada

Appreciated

  • Experience in the K-12 industry
  • Knowledge in early childhood literacy development
  • Experience as an educator
  • Working proficiency in French

More details:

  • Compensation: competitive base + stock options
  • Benefits: Full health insurance, 401k with match, work-related equipment (technology, etc.)
  • Unlimited PTO
  • Outstanding mission-based and fun work environment :)
  • Preference is for a candidate based in northern California, but we are also remote-friendly.

IMPORTANT Hiring requirements and timeline info:

Before we start all of the interviews, we would like to better understand the skills and experience you'll bring to this role and give you an opportunity to preview some of the work you might do. Therefore we are asking candidates to send a required technical exercise along with their Cover Letter and Resume.

Process:

  • Read all of the instructions and about the assignment on the job webpage (https://lalilo.breezy.hr/p/f5eb5ed7eb4d-customer-success-manager).
  • Kindly send your completed technical exercise with your application latest by 01/5/21 @9:00am.
  • We will aim to get back to you as soon as we can with a time slot for an interview if your technical exercise is well structured and insightful.
  • We will begin interviews during the week of January 11th, 2021. Please note, our team will be off from the 21st to the 1st of January 2021.

Good luck! We look forward to hearing from you.

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Lalilo

Lalilo is an EdTech Startup building a web-based app to help elementary teachers differentiate their reading instruction. Our vision is to support educators in the classroom by gathering pedagogy, design, and artificial intelligence in the most engaging learning platform.
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