Customer Success Manager - International & Charter

Key Responsibilities

Customer Relationship Management

• Conduct discovery sessions to understand each school's objectives, workflows, and success criteria
• Lead Quarterly Business Reviews (QBRs) to track progress toward goals, demonstrate value, and align on strategic priorities
• Maintain detailed CRM records to enable cross-functional collaboration between sales, marketing, and product teams
• Introduce new features and conduct product demos to drive adoption and expand platform utilization
• Design and deliver training sessions tailored to different user roles (administrators, teachers, staff)
• Troubleshoot complex customer issues and coordinate with technical teams for resolution
• Conduct onsite visits to strengthen relationships and provide hands-on support when needed
• Communicate clearly throughout all interactions to set expectations and build trust

Customer Retention

• Proactively monitor usage data and customer health metrics to identify and address at-risk accounts
• Facilitate renewal conversations well in advance of contract end dates to ensure continuity
• Address barriers to renewal through strategic problem-solving and value demonstration
• Collect and act on customer feedback to improve satisfaction and reduce churn

Revenue Expansion

• Identify upsell and cross-sell opportunities based on customer usage patterns, growth trajectory, and unmet needs
• Develop account expansion strategies based on evolving customer needs and product capabilities
• Collaborate with sales team on growth opportunities within existing accounts

Territory Growth

• Encourage satisfied customers to provide referrals to other schools in their network or region
• Collect testimonials, case studies, and success stories to support marketing and sales efforts
• Build relationships with key stakeholders to position Alma as a strategic partner for long-term growth
• Contribute to regional expansion goals through customer advocacy and market development activities

Education and Experience

• Bachelor's degree or equivalent work experience
• Experience working in a K-12 educational setting
• Proven customer success or account management experience, preferably in SaaS or educational technology
• Strong communication skills, both oral and written, with ability to build rapport across cultures
• Detail-oriented with strong organizational and time management skills
• Proficiency in Excel and data analysis

Technical Skills

• Technologically adept, with experience using modern business systems (Google Workspace, Slack, JIRA, CRM platforms, etc.)
• Ability to quickly learn and explain complex software features to non-technical audiences
• Comfortable with data analysis to identify usage trends and opportunities

Core Competencies

• Energetic, self-motivated, and proactive in customer outreach
• Strong interpersonal skills with ability to thrive in a fast-paced, team environment
• Ability to manage multiple customer relationships and projects simultaneously while maintaining attention to detail
• Customer-focused mindset with passion for building community and driving customer success
• Analytical problem-solving abilities to address complex customer challenges
• Openness and willingness to continuously learn and adapt
• Ability to work independently while contributing effectively to team goals

Preferred Qualifications

• Experience working with diverse educational systems
• Familiarity with student information systems or education management platforms
• Background in education administration or K-12 technology implementation
• Experience conducting remote training and relationship management across time zones
• Additional language skills relevant to our international customer base

The base salary for this position is $55,000-$60,000 annually with an OTE ranging from $75,000-$80,000.

This position is open to candidates residing in Oregon, Nevada, Arizona, Idaho and Hawaii. 

Who We Are

Alma is a cloud-based student information system (SIS) that serves K-12 administrators, teachers, parents, and students. Our Product team is small and mission-driven. We serve schools and districts across the US and internationally and aim to improve education by empowering the most significant learning resource students have at school: educators.

As individuals, we take ownership of our roles and responsibilities. As a team, our solutions have both an educational and societal impact, and we take that very seriously. We are agile, fast-paced, evolving, and determined to make a difference.

The students, parents, and educators Alma serves come from every walk of life: they attend public, private, and charter schools in cities, suburbs, and rural areas. Our users include English language learners, people with disabilities, gender minorities, families experiencing housing instability, and students who will be the first in their families to go to college.

It is fundamental to Alma's mission that we continue to build a team with diverse lived experiences and perspectives to better anticipate and serve all students' needs. To that end, we hire for culture add over culture fit and strive to create an environment where all team members' voices are heard and welcomed. In addition, we are committed to maintaining a workplace where people can be themselves each day.

All Alma team members receive health benefits, a retirement account, significant paid time off and holidays, and a competitive base salary.

A Note to Applicants

Studies have shown that people from historically underestimated groups are less likely to apply for jobs unless they believe they meet every one of the qualifications described in a job description. We know from experience and past hires that the best person for this role will likely only check some boxes listed here. We encourage you to apply, even if you don't believe you meet all the qualifications described.

Alma Technologies is an Equal Opportunity Employer. We evaluate qualified applicants regardless of race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.