Sr. Client Success Manager

Tutored by Teachers - Chicago, Illinois or Remote - Full time

About Us

At Tutored by Teachers, we believe that when you put a teacher in front of a student, magic happens. Backed by some of the biggest names in EdTech venture including GSV, A-Street Ventures, and TMV, we are on a mission to close the opportunity gap and need a strong strategic, data-driven, and results-oriented leader for our Client Success team. As Sr. Client Success Manager, you will report to our CEO, manage a small but mighty team of CSMs and manage our most strategic clients. In this player coach role, you will develop CS playbooks focused on deepening client relationships and ensuring our clients receive the highest possible student outcomes and satisfaction from our programs. If you’re a person motivated by customer happiness and success and are looking to join a mission-driven, growing company, then this role is made for you!

The Role

As Sr. Client Success Manager you will:

  • Serve as the expert on best practices and strategies in delivering exceptional client experience
  • Work directly with our most strategic clients, at the district and school level, to ensure their success and continued adoption and growth of our programs
  • Lead team to develop client programs, materials, processes, and best practices to ensure continued utilization, growth, and adoption
  • Invest in your team as individual to help them grow personally and professionally
  • Ability to establish meaningful and trusted relationships with functions across the organization
  • Develop success metrics, ROI, and leading indicators of growth and/or risk potential
  • Act on and synthesize client feedback to provide meaningful insights to cross-functional areas and senior management
  • Develop process in identifying at-risk clients and work cross-functionally to mitigate client concerns; develop deep understanding of churn and develop strategies resulting in increased retention and overall growth within our clients

Requirements

  • 7+ years experience in Customer Success or Account Management
  • Experience building the CS strategy, processes, and team from the ground up at an early stage company
  • Track record of driving positive customer success outcomes: retention, expansion, churn reduction, client advocacy and account lifetime value
  • Experience navigating and resolving client challenges, both internally and externally
  • Ability to operate and lead effectively in a remote setting
  • Ability to recruit and develop talent
  • Excellent cross-functional collaboration and interpersonal skills
  • Commitment to TbT’s mission to close the opportunity gap and promote inclusivity

Benefits

We currently offer the following benefits:

  • 100% healthcare coverage for you and your family
  • Access to 401k to help save for the future
  • Well-rounded wellness benefits including access to free and low cost mental health resources and support services
  • Fully remote work environment and a flexible schedule
  • Company-owned laptop + home office equipment
  • Annual in-person team retreats
  • 3 weeks of vacation in the first year and an unlimited vacation policy after year 1 to help recharge

Tutored by Teachers is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you have a disability or special need that requires accommodation, please let us know.

Tutored by Teachers requires COVID-19 vaccines for all employees and guests attending TbT events or entering TbT offices or partner school sites.

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Role

Operations

Experience Level

Mid Level

Tutored by Teachers

Tutored by Teachers is a fast growing, mission driven start-up working to close the opportunity gap. We're doing this by partnering with schools to serve high needs students with small group, teacher-led virtual learning.
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