Customer Success Manager

About Us

Epic is the leading digital reading platform for kids, trusted by millions of children, families, and educators around the world. With a vast library of high-quality books and learning resources, Epic empowers kids to explore their interests, build literacy skills, and develop a lifelong love of reading. As we look to the future, Epic is reimagining what reading can be—more personalized, more interactive, and more accessible than ever before. By combining technology, storytelling, and education, we are shaping the next generation of readers.

About the Role

Are you someone who enjoys creating something new? Do you get excited about being the first to do something meaningful? Epic is hiring our first ever CSM for a growing business unit. We’re looking for a Customer Success Manager who is passionate about education and driven to help schools and educators achieve meaningful outcomes with technology. In this role, you’ll serve as a trusted partner to our customers—ensuring successful onboarding, strong adoption, long-term retention, and measurable impact in the classroom.

You’ll work cross-functionally with Sales, Product, Support, and Marketing to advocate for customer needs while helping schools unlock the full value of our platform.

Key Responsibilities

Customer Onboarding & Adoption

• Lead new customer onboarding for schools, districts, or education organizations

• Guide customers through implementation, configuration, and best practices

• Drive product adoption by aligning platform features with educational goals

Relationship Management

• Serve as the primary point of contact for a portfolio of customers

• Build strong relationships with educators, administrators, and decision-makers

• Conduct regular check-ins, success reviews, and strategic planning sessions

Customer Outcomes & Retention

• Monitor usage, engagement, and success metrics to identify risks and opportunities

• Proactively address challenges and reduce churn

• Identify expansion and upsell opportunities in partnership with Sales

Advocacy & Feedback

• Act as the voice of the customer internally

• Collect and synthesize customer feedback to inform product improvements

• Partner with Product and Support teams to resolve issues and improve the user experience

Training & Enablement

• Deliver product training sessions and webinars for educators and administrators

• Create or contribute to customer-facing resources such as guides, FAQs, and best practices

Qualifications

Required

• 3+ years of experience in Customer Success, Account Management, or related roles

• Experience working in EdTech, SaaS, or education-focused organizations

• Strong communication and presentation skills

• Ability to manage multiple accounts and priorities simultaneously

• Data-driven mindset with experience using CRM and analytics tools

Preferred

• Experience working with K–12 schools, districts, higher education, or alternative education markets

• Familiarity with LMS platforms, SIS systems, or educational data standards

• Background as an educator, instructional designer, or education administrator

• Experience supporting renewals and expansions in a SaaS environment

Key Skills

• Relationship building and stakeholder management

• Strategic thinking and problem-solving

• Product adoption and change management

• Cross-functional collaboration

• Empathy for educators and learners

Why Join Us?

• Make a real impact on teaching and learning outcomes

• Work with a mission-driven, collaborative team

• Competitive salary, benefits, and growth opportunities

• Flexible work environment

Compensation: $90K–$110K (plus annual performance bonus)