Customer Success Manager

Literably - San Francisco, California or Remote - Full time

Literably is a fast-growing education technology company that provides early literacy assessment software to elementary schools. Using our product, K-5 students can read out loud into a mobile device, generating key data for reading instruction that would otherwise be collected manually. This saves teachers enormous amounts of time and drives critical intervention decisions for young readers. We currently serve over 500 schools, and among our customers are several of America's largest school districts, including Orange County Public Schools and Spokane Public Schools.

The Literably Customer Success Manager (CSM) will report directly to the Vice President of Customer Success. In this role, we are looking for a results-oriented individual with some previous elementary school (or reading) teaching experience and at least 1-2 years of full-time CSM experience (preferably in SAAS or the edtech space). Ideally, you are a self-starter and natural relationship builder who has a demonstrated track record of hitting and surpassing ambitious work-performance goals while working independently/remotely and on a small team (6 or less people).

The CSM will serve as the face of Literably and will have the leadership and project management skills to manage a portfolio of school and district customers - and lead those customers through the entire customer journey such that they renew and ideally expand their Literably subscriptions. For many customers, the CSM will offer a high-touch, consultative approach to their implementation where they must leverage their product expertise and change management skills to drive key stakeholders towards a successful experience with our platform.

Internally, the CSM will work most closely with the rest of the Literably Customer Success team, as well as with our Sales and Product teams.

This role can be performed 100% remotely, however, we have a preference for someone who is open to traveling to San Francisco for a multi-day, in-person onboarding if hired.

Primary responsibilities and tasks:

  • Manage a portfolio of school and district customers and ensure they renew and ideally expand their Literably subscriptions.
  • Meet or exceed implementation and renewal benchmarks for all customers in your portfolio, ensuring that key personnel see the short- and long-term ROI of investing in Literably.
  • Lead customers through the entire customer journey, including but not limited to, running customer onboardings, trainings, and ongoing check-in calls.
  • Continually monitor the health of your customers and proactively execute necessary CS tactics in order to reduce the risk of customer churn as well as uncover and tap expansion opportunities.
  • Quickly and effectively respond to customer calls and emails in order to ensure all stakeholders (teachers, principals, coaches, IT, etc.) have a successful experience using Literably.
  • Build deep relationships with key decision-makers/stakeholders and ensure that there is always strategic alignment between you and your customers.
  • Work closely with the rest of the Customer Success team to further build out and refine our customer journey playbook and implementation recommendations.
  • Collaborate with our Sales Team/CEO to uncover opportunities for expansion and ensure that expectations are clearly set with customers from the point of sale onward.
  • There may also be opportunities to lead and or/assist the Vice President of Customer Success with special projects that will enhance the overall effectiveness of the Customer Success function at Literably.

Desired qualifications:

  • If hired, would be willing to travel to San Francisco for a multi-day, in-person onboarding process.
  • Passionate about reading, reading assessments, and the potential for edtech tools to help teachers and students in the classroom.
  • At least 1 year of full-time CSM experience (ideally in the SAAS or edtech space).
  • Natural relationship builder and consultant who can apply your & our company’s expertise to drive customers towards success, even if that means having difficult conversations and pushing back against some customers’ initial recommendations/desires.
  • Strategic project planner who can stay focused on the big picture but also clearly outline and manage goals, deliverables, timelines, and responsibilities for multiple parties, as well as keep customers on track if they get stalled or frustrated.
  • Superb presenter and communicator who is comfortable and effectively leading meetings and trainings for groups (all the way from 3-person onboarding calls to 200-person webinar trainings).
  • Has an incredible attention to detail, consistently documents key information in Salesforce, and follows up on “action items” and “next steps” with fidelity.
  • Quick learner and natural problem solver who can master the finer nuances of the Literably product and learn how to troubleshoot common/uncommon technical problems - with or without an internal playbook to help guide you.
  • Thrives in a fast-paced, remote environment, is an expert at juggling frequently shifting priorities, and is always on top of what items can never fall between the cracks.
  • Proficient using Google G Suite (Docs, Sheets, Slides, etc.).
  • Proficient using Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
  • Previous experience using Salesforce or a similar type of CRM.

Strongly preferred:

  • Minimum 1 year of elementary school teaching experience, experience teaching reading as a reading specialist, reading coach, etc., or experience working with educational assessments.
  • Previous experience using Literably.
  • Previous experience using Zendesk or a similar “Support Center” management system.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

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