Packback

Customer Success Manager

• Efficiently manage 200-350 professors throughout their customer journey
• Retain and grow the customer user base at each account to meet contract expectations and support the Account Manager in contract renewal
• Lead and execute adaptive strategies to expand new instructor adoption within the portfolio, ensuring approaches are responsive to the unique needs and situations of each account. Demonstrate the ability to leverage group demos, referrals, and targeted outreach—while not being limited to these methods—to drive customer adoption across key areas, collaborating with the Account Manager to identify and prioritize opportunities.
• Plan and conduct interactive professional development workshops and seminars to train faculty and teachers on integrating Packback into their curriculum and utilization of instructional AI
• Facilitate and grow the Packback user community by hosting weekly webinars and fostering discussions on best practices in online discussion facilitation, thus enhancing peer-to-peer support and engagement among educators
• Build relationships with campus drivers of Technology usage (Project Leads, Instructional Designers, Course Designers, Building Leaders, etc.). Maintain relationships with Project Leads at select accounts as determined by account health, ACV, and growth potential
• Provide 1-1 and group coaching to instructors on pedagogical best practices for utilizing Packback’s available suite options in Packback
• Identify and develop relationships with champion users, coordinating closely with marketing to create case studies and testimonials that highlight the transformative impact of Packback on classroom engagement and student outcomes
• Monitor customer health scores and initiate proactive outreach for instructors and accounts at risk of churn, deploying targeted interventions to address their specific challenges and improve their overall satisfaction with Packback
• Be a product expert on all features and updates to the Packback platform. Maintain current knowledge on Packback's AI-driven features and UX updates.
• Collect user feedback to refine training programs and inform product enhancements
• Travel nationwide to lead onsite training and lead customer meetings in your territory on the Packback platform and attend company onsite retreats. This could be up to 30%.

Senior Customer Success Manager