Client Success Manager

Classroom Mosaic • Full-time • Irmo, South Carolina, United States • $70,000 - $95,000 / year • 6d ago

As a Client Success Manager at Classroom Mosaic, you will own the entire client experience. Your duties will include onboarding, training, providing ongoing technical support, monitoring client usage, and securing renewals. Your primary goal will be to ensure effective implementation of the platform and to support K-12 instructional leaders in schools and districts that utilize Classroom Mosaic. We are seeking a tech-savvy educator with a proven track record in school improvement, coaching teachers, and managing relationships.

Our Ideal Candidate:

Is passionate about education and believes every student should have access to world-class education
Is well-versed in instructional leadership and has a comprehensive understanding of classroom pedagogy and current educational practices
Has a strong interest and commitment to improving the teaching and learning occurring in K-12 classrooms
Has experience developing and facilitating professional learning experiences and delivering training sessions in K-12 schools
Can bridge the gap between theory and practical application to serve our clients better and inform product development about potentially impactful enhancements
Can create, develop and maintain relationships with district leaders (Superintendents and Assistant Superintendents), Principals, Assistant Principals, and industry partners
Is tech-savvy and can quickly learn new technologies and see the broader impact it could have.
Is collaborative, detail-oriented, and committed to exceptional client service
Can consistently adhere to processes and maintain up-to-date internal systems with client information and interactions
Adapts quickly in a fast-paced environment

Key Responsibilities:

Client Relationship Management

Serve as the main point of contact for Classroom Mosaic within a portfolio of partner districts and schools
Proactively connect with clients to ensure their satisfaction, gather feedback, and enhance the platform’s impact.
Minimize client turnover, increase product adoption, and drive account growth
Identify clients that are at risk and raise awareness of potential issues and challenges
Work closely with project leads to deliver exceptional platform implementation experiences and serve as a strategic partner to our clients
Cultivate client champions and assist with creating case studies
Willingness to travel 10%-20% of the year for in-person client meetings and conferences

Account Implementation and Support

Develop and oversee account implementation by assessing client needs and delivering product updates
Conduct webinars, training sessions, and support calls
Create and maintain support documentation tailored to the system and specific clients’ requirements
Provide effective technical support to users
Where necessary, direct client requests to the appropriate internal team to ensure exceptional customer service

Strategic Planning and Product Development

Utilize customer feedback and requests to inform product enhancements
Represent the client and their needs in internal discussions and planning to help direct product roadmap and improvements
Enhance current account management processes to improve effectiveness

Renewal Management

Assist with sales operations activities, including check-ins, contract signings, and billing support
Take charge of renewals for a diverse portfolio of partner districts by understanding budget cycles and preferred subscription options

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Skills & Requirements

Experience learning complex internal systems and gaining proficiency quickly
Strong analytical and problem-solving skills, including problem identification, analysis, action planning, and execution
Proficiency in CRM and customer support software, as well as Google Workspace/Microsoft Office
Experience managing complex, technical projects with a focus on timely delivery
Ability to build relationships across multiple departments and externally with customers
Customer-facing experience with an outstanding customer service attitude
Excellent organizational and time-management skills, with the ability to prioritize multiple activities at once
Self-motivated with the ability to work independently and inspire team growth
Advanced communication skills (verbal, written, and presentation) with the ability to translate complex information into easily digestible communications, including messages and presentations
Adaptability and flexibility in a fast-paced, high-growth environment

Education and Experience

Bachelor’s Degree or higher (preferred)
Experience in a role such as account manager, sales operations/enablement, technical project management, professional development, or customer support (preferred)
Experience as a K-12 administrator, coach, or teacher (highly preferred)

Physical Requirements

Must be able to lift and manipulate up to 15 - 30 lbs and travel via car or plane.

Work Environment

Office environment with conference, meeting, and break rooms.
Occasional travel for conferences, client meetings and retreats
Operates under direct supervision with frequent reviews of work and, at times, with minimal supervision
This position will be based in Irmo, SC, but remote work is possible from anywhere in the continental US.

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Why join our team?

We are on a mission to help all K-12 schools provide a world-class education to every student.
You will contribute to building and implementing our platform for continuous instructional improvement, which supports highly effective teaching and helps develop high-quality instructional leaders.
We are rapidly growing, and your work will impact tens of thousands of teachers and hundreds of thousands of students.
We are not the typical growth-at-all-cost software company; we have an owner’s mindset and make intentional long-term decisions.
You will join a nimble team of exceptional members and have ample opportunities for personal and professional growth.
You will have management opportunities as the team grows.