Customer Success Manager

NovoEd - Boston, Massachusetts or Remote - Full time

NovoEd is hiring a Customer Success Manager who will be responsible for client engagement with Mid-Market and/or Enterprise Clients. The position will be an integral member of the Client Services team and partner with clients and internal teams to successfully lead the growth and success of our enterprise accounts. The Customer Success role requires a mix of experience in account management, technical support, and product enablement, as well as the ability to work cross-functionally with distributed teams. The Customer Success Manager will be expected to lead relationships with senior leaders and executives of our clients, and is a high-performer and self-starter with a willingness to contribute to the team at all levels of entry and operations.

Preferred Skills

Account Management

  • Experience managing enterprise client relationships, creating account growth plans, and navigating scope conversations with positive outcomes for all involved
  • Experience prioritizing time allocations based on anticipated value add for clients in a fast-paced and changing environment
  • Ability to navigate complex interpersonal situations and relationships between client sponsors, key influencers, and other stakeholders
  • Ability to create a positive first impression with our prospects and customers and drive conversations with senior executives
  • Experience managing contracts and contract renewal processes using a CRM (experience with Salesforce and Hubspot a plus)

Product Enablement

  • Drive product adoption and ongoing usage of NovoEd and ensure that customers realize the full value of the NovoEd platform
  • Ability to communicate in a concise but appealing manner, compounded with ability to simplify technical concepts for a non-technical audience

Technical Support

  • Ability to provide high touch proactive support to clients and have availability to be on call for emergency issues that arrive during off hours
  • Ability to master the NovoEd platform, grasp new concepts and technologies quickly , and understand our application integrations (experience with HTML and CSS a plus)


  • High bandwidth - ability to multitask and prioritize competing tasks in a fast paced environment.
  • Strong communication skills - Ability to interact with clients, ability to communicate technical concepts to a non-technical audience
  • Self-starter - Capable of working independently to meet and exceed expectations of colleagues including distributed location
  • Experience in education, edtech, or learning & development markets

Required Skills/Experience

  • 4+ years of relationship management experience with enterprise accounts strongly preferred (either in account management, customer success, enterprise sales, or consulting)
  • 2+ years managing large, complex projects with cross-functional and distributed teams

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Customer Implementation / Customer Success

Experience Level

Mid Level


At NovoEd, you can expect:

  • autonomy
  • professional growth
  • collaborative work environment
  • exciting company events
  • catered lunches from local restaurants
  • paid parental leave
  • work from home Wednesdays
  • commuter benefits
  • comprehensive health care coverage
  • 401K matching
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