Customer Success Manager

Job not on LinkedIn

🔥 1 minute ago

🌽 Illinois, Michigan – Remote

🌽 Illinois – Remote 🚗 Michigan – Remote

💵 $65k - $85k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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SmartLab Learning

WebsiteLinkedInAll Job Openings

11 - 50 employees

📚 Education

Education

SmartLab Learning is a company that specializes in creating innovative hands-on learning programs for K-12 education. They focus on project-based STEM education through their flagship SmartLab program, SmartLab Studio, and various learning hubs that align with state and national standards. SmartLab Learning supports educators and students by providing customized learning environments that include robust video production systems, PBL & STEM digital platforms, and a comprehensive curriculum. The company aims to engage students and prepare them for future careers by fostering essential life and leadership skills through personalized and social-emotional learning frameworks. SmartLab Learning is dedicated to providing equitable STEM access and aligning with educational standards through customized solutions for schools, ensuring that all students have the opportunity to engage in meaningful and effective learning experiences.

📋 Description

• Support customers through post-sale onboarding and implementation in partnership with Tech Support and Implementation teams. • Maintain customer communication throughout onboarding and establish early relationships with school and district stakeholders. • Own customer relationships, build trust, sustain program continuity, and maintain alignment on SmartLab’s value. • Collaborate with territory Sales representatives on account health, stakeholder changes, and opportunities. • Schedule and lead QBRs/EBRs showcasing usage analytics, student outcomes, and ROI. • Understand customer decision-maker journeys, goals, priorities, stakeholders, and evolving needs. • Forecast renewal risk using HubSpot, Salesforce, and customer feedback. • Identify expansion opportunities and execute customer success and renewal plans. • Cultivate customer advocates and develop references, testimonials, case studies, and event participation. • Coordinate internal teams to resolve customer-impacting issues and maintain transparent escalation communication. • Log customer feedback and feature requests; share trends with Product and Marketing. • Maintain accurate Salesforce records and communicate account status, risks, renewals, and growth opportunities. • Use 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 with 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 K-12 teaching or leadership experience preferred. • Experience with Hubspot, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook). • Exposure to STEM or project‑based learning pedagogies preferred. • Experience preparing for and leading Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and other key customer journey milestones preferred. • Travel up to 15% primarily for on-site school launches, regional conferences and company events.

🏖️ Benefits

• Health Care Plan (Medical, Dental, Vision, Ancillary) • Retirement Plan (401k, IRA) • Life Insurance (Basic, Voluntary & AD&D) • Paid Time Off (Vacation & 14 Paid Holidays Annually) • Family Leave (Maternity, Paternity) • Short Term & Long Term Disability Options • Salary range: $75k-$95k