SmartLab is looking for a Customer Success Manager to serve as the trusted advisor and primary point of contact for educators and district leaders. You will ensure the successful adoption and impact of our STEM education solutions by leading onboarding, managing relationships, driving renewals and expansion, and acting as the voice of the customer.
What You'll Do
- Orchestrate a 30-, 60-, 90-day success plan aligning SmartLab usage with school learning goals.
- Conduct live or virtual customer meetings to ensure fidelity in practicing the SmartLab Approach.
- Coordinate with Support to remove technical or logistical blockers.
- Serve as the trusted advisor and primary point of contact for principals, STEM coordinators, and district stakeholders.
- Schedule regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI.
- Proactively forecast renewal risk using data signals from ChurnZero, Salesforce, and customer feedback.
- Identify upsell/cross-sell opportunities such as curriculum refreshes, professional learning, and additional grade-band labs.
- Cultivate customer champions and secure case studies, references, and conference co-presenters.
- Triage and document product or service issues, partnering with Support Agents until resolution.
- Maintain transparent communication loops with customers during escalations.
- Log qualitative feedback and feature requests in Salesforce and Monday.com.
- Share trend insights with Product, Curriculum, and Marketing teams to influence roadmap and messaging.
- Ensure all touchpoints, tasks, and opportunities are captured in Salesforce.
- Leverage Monday.com dashboards to track project milestones and communicate status internally.
What We're Looking For
- Bachelor’s degree or 5+ years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation.
- Proven track record delivering ≥ 90% renewals in a subscription/SaaS or curriculum-as-a-service environment.
- Deep familiarity with U.S. K–12 buying cycles, funding sources, and classroom dynamics.
- Excellent virtual facilitation, presentation, and storytelling skills.
- Strong data orientation—comfortable building reports in Salesforce and interpreting engagement analytics.
- Ability to work independently in a fully remote, distributed team; strong asynchronous communication habits.
- Experience with ChurnZero, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).
Nice to Have
- Prior teaching or district-level instructional coaching experience.
- Exposure to STEM or project-based learning pedagogies.
- Formal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping.
Technical Stack
- ChurnZero
- Salesforce
- Monday.com
- Microsoft 365 (Teams/Outlook)
Benefits & Compensation
- Compensation: $65k-$85k
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability
- Work From Home
Work Mode
This role is fully remote and requires residence in the Southeastern United States.
SmartLab is an equal opportunity employer.
