Customer Success Manager
StraighterLine
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Design and implement the Customer Success function, including strategy, playbooks, onboarding, and performance metrics
- Hire, develop, and mentor a growing team of Customer Success Managers
- Own customer onboarding, adoption, retention, and expansion strategies with a focus on measurable outcomes
- Build scalable systems and processes across the customer journey: leveraging automation, data insights, and best practices
- Serve as the voice of the customer by partnering cross-functionally with Sales, Implementation, Product, and Support teams
- Monitor customer health and proactively address risks to ensure renewals and drive Net Revenue Retention (NRR)
- Lead QBRs and executive-level conversations with strategic partners, states, and education organizations
- Support program-level reporting and success metrics aligned to credential and training requirements
- Drive customer advocacy and help shape product roadmap through feedback and insights
Requirements
- 4+ years of Customer Success, Customer Experience, or related experience in SaaS or EdTech
- Direct teaching or early childhood education experience (or strong knowledge of early childhood programs and workforce requirements)
- Experience building or scaling a Customer Success team from the ground up — including hiring, coaching, and process design
- Strong understanding of subscription/renewal metrics, enablement strategies, and customer engagement analytics
- A proactive and resourceful leader comfortable working in a fast-paced, high-growth environment
- Exceptional communication, stakeholder management, and relationship-building skills
- Passion for improving educator outcomes and strengthening the early childhood workforce
- Willingness to be both a strategic leader and a hands-on operator
Benefits
- Generous time off policies, 13 public holidays.
- Medical, Dental, and Vision Insurance Coverage (*one option full funded by StraighterLine)
- 401K Safe Harbor: StraighterLine contributes 3% of your total salary whether you contribute or not
- Six weeks paid parental leave
- Free StraighterLine courses for you and your family members
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Customer SuccessCustomer ExperienceSaaSEdTechonboardingperformance metricscustomer engagement analyticssubscription metricsprocess designdata insights
Soft skills
leadershipcommunicationstakeholder managementrelationship-buildingproactiveresourcefulstrategic thinkingmentoringcoachingadaptability