Senior Customer Success Manager

About the Role

We’re seeking a Senior Customer Success Manager to join our growing Customer Success team. This role will focus on the Florida and Georgia BoB, and will require 20% regional travel monthly for client visits, and 3-4 trips to NYC headquarters per year.

In this role, you will

• Manage and be accountable for the success of significant and strategic partner school districts from onboarding through renewal. 
• Be successful in identifying growth opportunities and initiating conversations regarding expansion and growth with our current customers in your territory and upselling partner resources in subscribed districts.
• Develop deep knowledge of the BrainPOP product, a prerequisite for providing world-class support and service to educators. 
• Act as the relationship manager and oversee all aspects of partners' onboarding and implementation process. 
• Communicate consistently with district and school leaders to ensure the ongoing use of BrainPOP, gather feedback, share new features, and address challenges. Monitor and maintain high levels of customer satisfaction while managing partner expectations. 
• Collaborate with others in Customer Success to develop innovative ways to leverage technology to communicate and support all of BrainPOP’s users. 
• Work collaboratively with other internal BrainPOP teams, communicating observations and feedback from district partners to help inform future product development efforts. 

You Are

• Passionate for driving change in education. 
• An analytical problem-solver who can help districts overcome barriers and maximize using BrainPOP. 
• Outstanding verbal and written communicator with audiences of all levels.
• A strong listener with questioning skills to gain a strategic understanding of customer needs and challenges. 
• An adaptable self-starter who is skilled at creating structure in ambiguous environments. 

On Your Resume

• 5+ years experience in software sales and/or account management in K-12; experience in education as an administrator is a plus
• Proven competency in identifying value-based opportunities for the partners; advocating partner needs internally and externally OR deeply knowledgeable of the K-12 landscape at the national and state level, including curriculum, standards, and evolving educational trends
• Experience with software implementations in K-12
• Understanding of state standards and territory trends in both Florida and Georgia to support client needs and navigate regulatory requirements effectively
• Experience with a CRM and the ability to forecast and create reports to inform strategic decision-making management
• Ability to manage large complex projects and programs (minimum of 3 years of project management or equivalent experience.) 
• Empathetic to the needs of teachers and students 
• Experience in a K-12 district is a plus

Location:

The BrainPOP team operates in a hybrid work environment: Each role has remote flexibility and an in-person component at our New York headquarters or other meeting locations. Based on the requirements of a specific role, we may prioritize hiring within a commutable distance of our New York headquarters or in another region relevant to that role.

We can employ individuals residing in the following approved hiring states:

• Florida
• Georgia

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