About this role
We are seeking a Customer Success Manager with practical experience partnering with customers in K-12 education, especially in high school. The role includes building relationships with state and district leadership across our state partners, onboarding new districts, and engaging in data-driven conversations. This is primarily an individual contributing, customer-facing position.
Who You Are:
- You are a skilled relationship builder and problem-solver.
- You are highly organized and efficient and demonstrate excellent prioritization skills.
- You are a detail-oriented manager of projects, initiatives, and/or teams.
- You have a relentless work ethic and obsess over achieving excellent results.
- You operate in a highly efficient manner by working in a fast-paced, goal-oriented environment.
- You demonstrate a flexible and “team first” attitude.
- You have a passion for literacy and equity in education.
- You understand curriculum and software procurement in education.
- You can work with a diverse range of co-workers and customers.
- You have a strong grounding in US History, Assessments, and data-driven instruction.
What you’ll do:
Build Trusted Relationships
You build strong relationships keyed to trust and a sense of mutual mission. You will spend about half your time (virtually or face-to-face) in district offices, schools, and/or classrooms, interfacing with instructional and school system leaders. You will communicate with educators about their adoption trends and sentiment, and mine opportunities for deeper engagement. Because of your ability to influence others, our customers act as Story of America advocates and 90% of your districts will renew annually. You will need to communicate effectively with State Partners and districts when it comes to progress on key goals and initiatives. You must reside within one of these states: FL, SC, or MS.
Manage Accounts to Drive Usage
You will onboard partner schools to launch The Story of America with success. You will create measures of success and keep a pulse on the health of districts you serve. You provide insights to customers using data to drive program usage and implementation practices with fidelity, leading to impact.
Product Expertise & Feedback
You will know The Story of America’s product inside and out. You are often called upon to provide technical advice or training. You must be excellent at distilling the reasons why the product is working well and why it is failing to deliver value. You then convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value.
Use Product Data to Drive Value
You must be very comfortable with data in the education space, especially in the middle and high school area. You will communicate in novel and compelling ways about adoption trends and sentiment, finding ways to passionately convey the value proposition when examining a district’s utilization and reading growth data.
Risk Mitigation
You proactively mine for concerns or issues experienced by customers. You get ahead of these problems whenever possible by tracking early-warning signs throughout the customer lifecycle and mitigating creatively and relentlessly.
When necessary, you snap quickly into crisis management mode.
Project Management Leadership
You will work alongside a team of internal stakeholders to onboard and ensure high quality implementation fidelity across the state.
Qualifications
- Bachelor’s degree, and/or relevant experience.
- 3+ years of customer success experience - preferably in the Education SaaS industry.
- Experience implementing software solutions, preferably in the Education SaaS industry.
- Proven track record of high (90%+) renewals rate and achievement of expansion goals and targets.
- Great interpersonal, written and oral communication skills.
- Preferred: Experience in education administration and/or a start-up organization.
- There will be material (~25-30%) travel associated with this role.
Amira + Istation Culture
- Flexibility – We encourage and support you to live and work where you desire.
- Collaboration – We work together closely, using collaborative tools and periodic face to face get togethers. We believe great software is like movie-making. Lots of talented people with very different skills have to band
together to build a great experience.
- Lean & Agile -- We believe in ownership and continuous feedback. Yes, we employ Scrum ceremonies. But, what we’re really after is using data and learning to be better and to do better for our teachers, students, and players.
- Mission-Driven – What’s important to us is helping kids. We’re about tangible, measured impact.
Benefits:
- Competitive Salary
- Medical, dental, and vision benefits
- 401(k) with company matching
- Flexible time off
- Meaningful stock option ownership
- Cutting-edge work
- The opportunity to help children around the world reach their full potential
Commitment to Diversity:
Amira Learning serves a diverse group of students and educators across the United States and internationally. . We believe every student should have access to a high-quality education and that it takes a diverse group of people with a wide range of experiences to develop and deliver a product that meets that goal. Istation is proud to be an equal opportunity employer.
Note:
For those interested in applying to the position, please use the following URL to submit your application directly through our ATS: Customer Success Manager, Story of America
Additionally, you can find all available positions and their respective application links on our website.
Thank you for your interest in joining our team!