SmartLab Learning

Customer Success Manager

• Orchestrate a 30‑, 60‑, 90‑day success plan that aligns SmartLab usage with each school’s learning goals.
• Conduct live or virtual customer meetings, ensuring customers can practice SmartLab Approach with fidelity.
• Coordinate with Support to remove technical or logistical blockers.
• Serve as the trusted advisor and primary point of contact for principals, STEM coordinators, and district stakeholders.
• Schedule regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI.
• Proactively forecast renewal risk using data signals from ChurnZero, Salesforce, and customer feedback.
• Identify upsell/cross‑sell opportunities such as curriculum refreshes, professional learning, and additional grade‑band labs.
• Cultivate customer champions and secure case studies, references, and conference co‑presenters.
• Triage and document product or service issues, partnering with Support Agents until resolution is confirmed.
• Maintain transparent communication loops with customers during escalations.
• Log qualitative feedback and feature requests in Salesforce and Monday.com.
• Share trend insights with Product, Curriculum, and Marketing teams to influence roadmap and messaging.
• Ensure all touchpoints, tasks, and opportunities are captured in Salesforce.
• Leverage Monday.com dashboards to track project milestones and communicate status internally.