(Remote) Customer Success Manager

The Customer Success Manager (CSM) is an education-focused professional whose primary role is to train, foster and build relationships by serving as the first point of contact for customers; ensuring retention, while supporting customers’ needs.

This position works collaboratively with the Sales & Marketing, Instructional, Product Development, and other internal teams to ensure continuity of service.

The CSM will hold the record of all Service Level Agreements (SLAs) and act as an advocate to existing and future customers to ensure a seamless transition post-sale, customer retention year over year, and ensure that the Edison model is effectively implemented.

The CSM will work closely to the assigned Sales Professional on securing the renewal of contracts.

Essential Duties and Responsibilities:

Customer Service and Retention


* Serve as the first and primary point of contact for customers


* Train and onboard new clients through the prepared implementation process


* Train existing customers in new features as they are released


* Train existing customers as they assign new contacts or expand usage


* Answer all incoming communication from customers and troubleshoot any issues


* Build relationships by providing consistent value and fostering customer loyalty


* Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal in joint communication with assigned Sales personnel


* Maintain a record of Service Level Agreements for all customers to ensure proper program implementation through Hubspot


* Demonstrate product to interested leads


* Travel to visit clients or attend conference/trade shows as needed to guarantee customer success


* Speak and present at trade shows and conferences as needed


* Effectively leverage customer feedback via annual Net Promoter Survey (NPS) results; follow up with all district “Detractors” and develop written mitigation plans/timeframes to address pain points


* Demonstrate specific understanding of individual district needs to determine solutions that benefit both the customer and our organization


* Organize and facilitate monthly district achievement meetings to ensure understanding of the needs of the customer’s program; drive high levels of customer satisfaction through consultative recommendations (

*note: this is in lieu of the bullet point that cites “Attend regular meetings…)


* Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address


* Review district dashboard data on a weekly basis and ensure corresponding and tailored district outreach


* Consistently engage with and uncover the ‘Whys?’ behind district feedback


* Communicate all product enhancements, technological updates, and other pertinent information to districts in a timely, efficient manner


* and professionally


* Regula...