Books Are Fun

Customer Success Manager

• Serve as the primary point of contact for schools throughout their Book Blast journey, from onboarding to renewal.
• Build and nurture strong, long-term relationships with school leaders through personalized outreach and proactive problem-solving.
• Implement retention strategies to maximize renewals and engagement.
• Use data-driven insights to highlight program impact and promote future participation.
• Facilitate smooth transitions of new schools from sales to customer success.
• Partner closely with the Regional VP to align on client needs and retention efforts.
• Provide feedback on customer insights, program enhancements, and growth opportunities to leadership and marketing.
• Develop and execute engagement strategies that maximize participation and event results.
• Support the Regional VP with communication and project coordination, as needed.
• Identify friction points in the customer journey and refine processes to create effortless experiences.
• Maintain organized, detailed records of client accounts, communications, and outcomes.
• Participate in ongoing training and coaching on customer success best practices, sales techniques, and program details.
• Encourage and gather testimonials, referrals, and client advocacy.
• Leverage client satisfaction to build a network of advocates for Books Are Fun.

Customer Success Associate

Team Lead

• Manage a calling territory while supporting and developing a team of Book Blast Outreach Specialists
• Call, email, and SMS school contacts to introduce Book Blast and schedule presentations
• Confirm attendance, send calendar invites, and handle reschedules
• Encourage principal participation and ensure the right stakeholders attend
• Use approved scripts, call sequencing, and scripted rebuttals to handle objections and move prospects forward
• Log activities, notes, and outcomes in HubSpot
• Follow compliant outreach practices respecting school policies and student privacy
• Participate in inbound lead, referral, and win-back account projects
• Own an assigned special project area of team-wide responsibility
• Test new scripts and email templates and provide feedback before rollout
• Serve as the first point of contact for BBOS team questions and escalate issues to the Outbound Manager
• Conduct regular one-on-ones and call review sessions
• Deliver actionable feedback and support onboarding and ongoing development
• Help maintain team quality standards and identify performance trends
• Contribute to an accountable, high-energy, mission-connected team culture

Book Blast Outreach Specialist – Team Lead

• Serve as the primary point of contact for schools throughout their Book Blast journey, from onboarding to renewal
• Build and nurture long-term relationships with school leaders through personalized outreach and proactive problem-solving
• Implement retention strategies to maximize renewals and engagement
• Use data-driven insights to highlight program impact and promote future participation
• Facilitate smooth transitions of new schools from sales to customer success
• Partner with the Regional VP to align on client needs and retention efforts
• Provide customer insights, program enhancement feedback, and growth opportunities to leadership and marketing
• Develop and execute engagement strategies that maximize participation and event results
• Support the Regional VP with calendar management, communication, and project coordination
• Identify customer-journey friction points and refine processes
• Maintain organized records of client accounts, communications, and outcomes
• Participate in ongoing training and coaching
• Encourage and gather testimonials, referrals, and client advocacy