Customer Success Manager

Writable - Remote - Full time

== THE ROLE ==

As our first hire in Customer Success, the Customer Success Manager will be responsible for renewing, upselling, and expanding business for a portfolio of enterprise accounts. You will be the “go-to” for district-level communication and coordination, effectively engaging and building relationships with key decision-makers (principals, district curriculum & instruction, and instructional technology leadership).

You will evaluate customer usage to identify areas for improved student and teacher success, onboard new groups of teachers, and present to customers about their ELA and assessment opportunities.

Finally, you’ll be an expert about all things Writable. You’ll be able to show the product to school teams in a way that respects their learning styles and time constraints. You’ll be an advocate for your customers while deepening their relationship with the company.

You will report directly to a founder, with frequent collaboration with sales, marketing, content, product management, and partner organizations such as HMH.

== WHY YOU'LL BE A GREAT FIT ==

You will be extremely close to the classroom experience, helping to increase student writing proficiency, build teacher confidence, and save teacher and school leader time. Teachers and school leaders will think of you as an extension of their own team – a virtual instructional coach and literacy expert – and you’ll stay well ahead of a customer’s annual renewal date to ensure Writable is a successful part of larger ELA and assessment goals.

  • You are enthusiastic about using technology to support strong writing and reading instruction and you are eager to talk to teachers in their language.
  • You can paint a vision and get your customer teams and internal team on board.
  • You have strong experience developing and evolving strategies to support a variety of schools and districts nationwide.
  • You enjoy coaching teachers to optimize their instruction and save them time.
  • You keenly listen to the concerns of educators, and you synthesize that feedback into actionable ideas.
  • You're self-driven, curious, and willing to experiment.
  • You enjoy presenting information to large groups of people, both virtually and in-person.
  • You take a hands-on and time-effective approach with educators.
  • You help advocate for your customers to shape the Writable experience.
  • You prioritize your own time and use excellent portfolio management skills.

== WHAT YOU'LL DO == 

The ideal candidate will have experience in one or more of the following areas:

  • Develop a plan that leads to annual renewal and/or expansion within a school or district, including regular check-ins with Writable teachers, instructional coaches and school/district leaders
  • Identify, monitor, and improve engagement metrics for existing customers
  • Provide light instructional coaching, assignment customization support, and professional development
  • Balance top-down implementation discussions with school/district leaders as well as “bottoms up” communication that nurtures and supports teachers
  • Gather and bring back product feedback and issues to the team
  • Support customers via live-chat, answering questions “in the moment” from teachers in the classroom
  • Travel to attend various conferences and on-site professional development sessions
  • Be a solutions-oriented product expert who can motivate and excite customers at their stage of usage with Writable
  • Work alongside marketing to identify and help create onboarding content, including videos, webinars, email campaigns, and help articles

== QUALIFICATIONS ==

  • BA/BS degree
  • 3+ years in a professional services/account management role in an enterprise software company (Ideal candidates will have classroom teaching experience and/or instructional technology, coaching, or educational technology background)
  • Interest in education, account management, sales, product management, and/or marketing, or some combination of the above
  • Hands-on experience with tools such as Google Docs/Sheets/Slides and Zoom/Google Meet. Experience with Hubspot or similar customer relationship management program is a plus.
  • Self-motivated with the ability to take direction and work independently, alongside a team in marketing, sales, content, and product development.
  • A passion for learning new things, problem-solving, and an intrinsic motivation to satisfy and grow relationships with teachers, schools, and districts.

== MORE ABOUT WRITABLE ==

Founded in 2016, Writable is a guided writing program for grades 3-12 that helps teachers scaffold and motivate students to become purposeful, proficient writers, and helps schools organize their writing programs through assessment, practice, and feedback.

Based on the research that shows better feedback drives better revision and growth, Writable has developed a vast assignment and rubric library, as well as a feedback engine that includes guided self-review, peer review, AI-powered feedback, and teacher grading tools.

Writable is funded by Omidyar Technology Ventures and works with over 5,000 schools and districts today. Writable sells to schools directly, and we also partner with leading K12 organizations such as Houghton Mifflin Harcourt (HMH), Schoology, Google for Education, Canvas and more.

We are currently a small, focused, and fun remote team, with employees in California, Oregon, Wisconsin, and Australia (!). Many team members have been working together for over 8 years, and the company has had deep experience in education startups and larger organizations. We rely heavily on Slack and Google Meet to stay in touch on a daily basis. 

== ADDITIONAL ==

  • Writable is an Equal Opportunity Employer. We are committed to an inclusive and kind workplace, and to supporting our staff with ongoing career development opportunities.
  • This is a remote role; location in the Eastern time zone is highly preferred but we are open to candidates in other locations.
  • This role requires periodic-to-regular travel (monthly) to support customers and/or attend key regional and national events.
  • Please send a cover letter and resume and/or LinkedIn profile to the email address below.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Writable

Founded in 2016, Writable is a guided writing program for grades 3-12 that helps teachers scaffold and motivate students to become purposeful, proficient writers, and helps schools organize their writing programs through assessment, practice, and feedback.

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