Customer Success Manager

About the role

You will manage the post-sales lifecycle for school accounts, ensuring that educators and families get the most out of our literacy tools. This role is centered on building and sustaining robust relationships with educational institutions to maximize the value they derive from the platform. A core part of this position involves proactively driving platform adoption and ensuring that users understand how to leverage the available tools effectively. You will own the management of subscription renewals and identify opportunities for thoughtful growth within the K-12 education sector. The position requires a strategic approach to maintaining account health and ensuring alignment between customer goals and product capabilities. Success in this role depends on your ability to act as a trusted advisor to your assigned schools and partner organizations. You will translate customer needs into actionable insights for internal teams to influence product and content improvements. Ultimately, this role is about ensuring that every interaction reinforces the value of the literacy tools and strengthens the partnership between the company and its educational customers.

Key facts

What you'll do

• Serve as the primary contact for your assigned schools and partner organizations, acting as the central hub for communication and issue resolution.
• Manage the full renewal and account expansion cycle for your portfolio, ensuring a seamless and professional process from initial discussions to final execution.
• Navigate school procurement cycles and budget structures, aligning your strategies with the distinct financial decision-making processes of educational institutions.
• Hold regular monthly check-ins and in-person meetings with school staff to review progress, discuss challenges, and plan future initiatives.
• Track platform usage data meticulously and intervene with targeted workshops, competitions, or training sessions if engagement levels begin to drop.
• Coordinate the Teacher Reward Program on a monthly basis, handling the logistics of recognition and ensuring timely distribution of incentives.
• Organize and manage Ramadan-themed school competitions, including the oversight of participant registration and the management of winner announcements.
• Oversee the logistics and scheduling for end-of-year school ceremonies, ensuring that all technical and operational elements are handled efficiently.
• Act as a bridge between schools and our internal Product and Content teams, facilitating clear communication to resolve issues and implement feedback.
• Gather user feedback systematically and analyze it to inform internal development and support strategies, ensuring that the voice of the customer is heard.
• Develop and maintain detailed documentation of account interactions, renewal forecasts, and expansion opportunities to ensure continuity and strategic planning.
• Proactively identify at-risk accounts and implement retention strategies to mitigate churn and preserve long-term partnerships.
• Collaborate with cross-functional teams to ensure that marketing, sales, and product initiatives are aligned with the needs of the school portfolio.
• Provide regular reporting and insights on key performance indicators related to customer satisfaction, platform adoption, and retention metrics.

Requirements

• Experience working within the K-12 education market, demonstrating a clear understanding of the unique dynamics and challenges of this sector.
• Ability to manage both account retention and sales expansion, balancing the preservation of existing revenue with the pursuit of new opportunities.
• Proficiency in building long-term relationships with school administrators and teachers, fostering trust and mutual respect.
• Understanding of how to facilitate teacher and parent workshops, creating engaging and informative sessions that drive adoption.
• Strong written and verbal communication skills in English, with the ability to articulate complex concepts in a clear and concise manner.
• Exceptional organizational and time management skills, with the capacity to manage multiple priorities and deadlines in a fast-paced environment.
• A customer-centric mindset, with a genuine passion for solving problems and ensuring that clients achieve their desired outcomes.
• Proficiency in using productivity software and learning new technologies to manage accounts and track data effectively.
• Willingness to comply with company policies, including participation in E-Verify as required by corporate standards.
• Ability to travel to school sites as needed to conduct meetings, workshops, and events, ensuring a hands-on approach to relationship management.

Nice to have

• Experience managing onsite school visits and large-scale event logistics, ensuring that all details are executed flawlessly.

Practical notes

• Our company participates in E-Verify.
• Practical notes regarding this role include specific operational requirements that impact daily workflow and scheduling.
• The successful candidate must be available to work during standard business hours as required by the Qatar office.
• Travel to various school locations within the region will be necessary to fulfill the responsibilities of the position.
• Visa sponsorship and related logistical support will be handled by the company in accordance with local regulations and policies.
• Deadlines for key performance milestones will be established in alignment with the academic calendar and business objectives.
• Adherence to company policies regarding data privacy and confidentiality is mandatory in all interactions with schools and stakeholders.
• The role requires a high level of professionalism and adaptability when interacting with diverse educational communities.
• Candidates should be prepared to engage in continuous learning about the literacy tools and best practices in educational customer success.
• The position involves a significant amount of interaction with internal stakeholders, requiring strong collaboration and communication skills.
• All practical aspects of the role, including travel and event management, will be clearly defined in coordination with the hiring team.