SmartLab Learning

Customer Success Manager

SmartLab Learning

full-time

Posted on:

Location Type: Remote

Location: Remote • Colorado • 🇺🇸 United States

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Salary

💰 $65,000 - $85,000 per year

Job Level

Mid-LevelSenior

About the role

  • 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.

Requirements

  • Bachelor’s degree **or** 5+ years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation.
  • Proven track record delivering ≥ 90 % renewals in a subscription/SaaS or curriculum‑as‑a‑service environment.
  • Deep familiarity with U.S. K–12 buying cycles, funding sources, and classroom dynamics.
  • Excellent virtual facilitation, presentation, and storytelling skills.
  • Strong data orientation—comfortable building reports in Salesforce and interpreting engagement analytics.
  • Ability to work independently in a fully remote, distributed team; strong asynchronous communication habits.
  • Prior teaching or district‑level instructional coaching experience preferred.
  • Experience with **ChurnZero**, **Salesforce**, **Monday.com**, and Microsoft 365 (Teams/Outlook).
  • Exposure to STEM or project‑based learning pedagogies preferred.
  • Formal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping preferred.
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Life Insurance (Basic, Voluntary & AD&D)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Family Leave (Maternity, Paternity)
  • Short Term & Long Term Disability
  • Work From Home

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successaccount managementK–12 EdTech implementationdata analysisreport buildingengagement analyticssuccess planning frameworkscustomer journey mappingsubscription/SaaS environmentcurriculum-as-a-service
Soft skills
virtual facilitationpresentation skillsstorytelling skillsasynchronous communicationindependent workrelationship buildingproblem-solvingcustomer advocacystakeholder managementcommunication