This is a high-impact, early-stage Customer Success Manager role at a rapidly growing venture-backed EdTech SaaS company serving K–12 schools. The role reports directly to the CEO and plays a key part in scaling customer engagement, managing renewals, and contributing to Net Revenue Retention (NRR) through structured execution and refinement of customer success playbooks.
What You'll Do
- Manage a small portfolio of customer renewals and contribute to Net Revenue Retention (NRR)
- Execute and maintain scaled CS initiatives (customer newsletters, webinars, lifecycle touchpoints, engagement campaigns)
- Monitor customer health and proactively identify churn risks
- Collaborate with sales on potential upsell opportunities where appropriate
- Improve and iterate on existing CS playbooks and frameworks
- Work cross-functionally with product and sales to ensure strong customer outcomes
- Occasionally travel to customer sites (schools) as needed
What We're Looking For
- 1–4 years of experience in Customer Success, Account Management, Sales, or a related client-facing role
- Strong ownership mindset and willingness to execute foundational work
- Highly organized with the ability to manage multiple customer touchpoints
- Comfortable working in-person in NYC
- Strong communication skills and ability to build trust with customers
Nice to Have
- Early-stage or “founding-style” experience
- Experience working with education, SaaS, or SMB accounts
- Demonstrated ability to manage renewals or revenue-based KPIs
Team & Environment
- Team size: ~18 employees
- Structure: Includes multiple new sales hires; expanding month over month
- Reporting to: CEO, with day-to-day work alongside Head of Customer Success
Benefits & Compensation
- $120,000 base salary
- Up to $20,000 performance bonus tied to Net Revenue Retention (NRR)
- Occasional flexibility for 1–2 remote days per week
Work Mode
- Primarily onsite in New York, NY (5 days/week expectation)
- Occasional flexibility for 1–2 remote days
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
