Customer Success Manager

Writable - Remote - Full time

The Role:

The Customer Success Manager will be responsible for renewing and expanding relationships with a portfolio of customers. You will be the “go to” for school and district communication and coordination, effectively engaging and building relationships with both teachers and administrators (principals, coaches, curriculum leaders, instructional technology).

You will evaluate customer usage to identify areas for improved student and teacher success, onboard and train teachers throughout the year, 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 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 and our partners.

The position is fully remote and will work alongside our existing customer success team, classroom success/tech support, co-founders, marketing/sales, as well as a larger customer and professional learning teams at our partner Houghton Mifflin Harcourt.

Why You’ll be a Great Fit for this Role:

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 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.
  • 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 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 are a kind, dedicated team player. You genuinely enjoy being part of a collaborative team and helping both customers and other team members.
  • You are a self-starter who values continuous professional learning. You don’t wait for someone to teach you something new, you independently search for the knowledge and connections that will get you where you want to be.
  • You are open to feedback and open to change. You’ll enjoy wearing more hats in a customer-driven, entrepreneurial company.
  • You prioritize your own time and use excellent portfolio management skills.

What You’ll Do:

  • 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.
  • Learn about district or school-level goals and choose strategies for Writable to succeed in supporting those goals.
  • Gather and bring back product feedback and issues to the team.
  • Be a solutions-oriented product expert who can motivate and excite customers at their stage of usage with Writable.
  • Work alongside marketing and customer education to identify and help create onboarding content, including videos, webinars, and help articles.
  • Travel to attend on-site professional development sessions (limited).

Qualifications:

  • BA/BS degree
  • 3+ years in a professional services or customer success role in an education technology company OR in a K12 district-focused role that includes training and change management.
  • Ideal candidates will have classroom teaching experience and/or instructional technology, coaching, or educational technology background.
  • Interest in education, customer success, product management, project 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, Salesforce, or similar software is ideal.
  • 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:

We are a small, profitable, mission-driven team with employees in California, Oregon, Wisconsin, Florida, Virginia, Georgia, Texas, New Jersey, Illinois, and Australia. The founders have worked together for 10 years and have deep educational technology experience.

Writable is funded by Omidyar Technology Ventures and works with over 10,000 schools and districts today. Writable sells to schools and districts directly, and we also partner with Houghton Mifflin Harcourt to sell our programs nationwide. 

How To Apply:

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. We offer health benefits, a 401K program with matching, and a competitive vacation policy. 

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Writable

Writable is a guided writing program for grades 3-12 that helps grow great writers. With over 1k assignments & rubrics, we help teachers save time on grading while improving both student revision and teacher instruction. Writable is profitable and partners with HMH, Google, & more.
Share this job
Get our email newsletterSign me up
Keep up to date with our email newsletterSign me up