Customer Success Specialist (Remote)

Hypothesis - Remote - Full time

Location: Remote with preference given to candidates between UTC-8 and UTC+2

Summary

Hypothesis is seeking a Customer Success Specialist to join our growing Sales team. You’ll help us address the rapidly expanding demand from academic institutions, departments, faculty and students for our digital annotation tool that supports deep reading and social discussion in distance learning environments. This key customer-facing role is responsible for effectively managing the full complement of day-to-day activities of the LMS pilot success program at Hypothesis, interacting heavily with both technical support and sales to ensure that our users and partners have a seamless experience, and are delighted by their use of Hypothesis products.

To be successful in this position, the individual must be a self-starter with an entrepreneurial mindset and a team-player attitude who has a proven track record in managing customer facing software implementation projects while also sharing in our larger vision of a world where annotation is as common as comments, but more useful and engaging.

About the team

Hypothesis is a small edtech start-up company with financial backing that is ramping up to respond to high demand from stakeholders across the education marketplace. We work with educators, schools and publishers to bring new, innovative capabilities and workflows over digital content.

We are a diverse, supportive, highly collaborative, 100% remote team of technologists, educators, scientists, and business people working together to bring new capabilities to the web. We code in the open (our repos are public and liberally licensed) and help drive standards for annotation. Though we operate remotely, we are a close-knit team that communicates via Slack, video chat, GitHub, and Google Docs across 8 time zones.

About the role

In this role, you will take ownership of our client success function, helping to support institutions piloting Hypothesis technologies, shepherding pilots from onboarding to conversion, and contributing to the company’s overall sales cycle and business processes.

This includes, but is not limited to:

  • Hosting product demonstrations and training sessions for potential and existing customers
  • Developing and managing client relationships
  • Troubleshooting and identifying solutions to issues raised by pilot participants and partners, escalating to our Support team as necessary
  • Engaging deeply and directly with Hypothesis technologies to establish and maintain a working knowledge of the digital annotation product
  • Stewarding our pilot success resources and other guidance to help improve onboarding and general customer experience
  • Gathering qualitative and quantitative metrics to help identify value for pilot partners as part of conversion to production
  • Working with a multi-functional team and communicating proactively to resolve issues
  • Working with our support and sales teams to deepen and expand use of Hypothesis products

This role reports to the Senior Director, Education.

About you

You take great satisfaction in working with customers to find what they want, create solutions and ensure success. You are tenacious and resilient in achieving your goals and objectives.

Skills and experience you possess:

  • Previous experience in education, whether at an educational institution, education publisher, or ed-tech company
  • Excellent communication skills
  • Effective project management skills
  • Tech-savvy: able to speak to customers clearly and concisely about our product’s features and benefits
  • Familiarity with Learning Management Systems and other ed-tech platforms and tools

You will be successful at Hypothesis if you:

  • Are tenacious, self-directed, and highly motivated
  • Are committed to excellence and improvement
  • Are easy to get along with
  • Have previous remote work experience
  • Have strong time management and communication skills
  • Have strong problem-solving skills
  • Can communicate clearly and effectively with colleagues (especially important in a remote organization)
  • Have an approach to your work that allows for growth and change

How to apply

To apply for this position, please send a cover letter and your resume to join@hypothes.is telling us what about this role intrigues you and why you think you would be a great fit for Hypothesis.

Hypothesis is proud to be an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, citizenship, gender identity or expression, sexual orientation, age, marital or family status, veteran status, or disability. If you have a disability or special need that requires accommodation, please let us know.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Hypothesis

Hypothesis is a small edtech start-up company with financial backing that is ramping up to respond to high demand from stakeholders across the education marketplace. We work with educators, schools and publishers to bring new, innovative capabilities and workflows over digital content.

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