We are seeking an enthusiastic and tech-savvy Client Success Specialist to join our Client Success Team. Our Client Success Specialist will provide ongoing support and resources to ensure clients successfully navigate the Classroom Mosaic Platform. This role is essential to Classroom Mosaic's mission, ensuring our customers have seamless, supportive experiences that deepen their adoption of our platform and allow them to focus more on helping teachers thrive.

Key Responsibilities

Provide technical support to customers via phone, support tickets, email, and other channels
Ensure timely and accurate resolutions to client inquiries by following internal procedures and escalating complex or urgent requests to appropriate team leaders when necessary
Educate clients on how to access, use, and troubleshoot the platform
Assist with onboarding new clients and setting up new accounts throughout the implementation process
Create and maintain user guides, tutorials, and training documentation to support client success
Assist in monitoring client usage data to identify opportunities to help increase client health, retention and satisfaction
Collaborates closely with internal teams to deliver an exceptional customer experience
Maintain a thorough understanding of the Classroom Mosaic platform in order to best serve clients
Foster ongoing product enhancement by actively listening to customer feedback and communicating relevant insights and trends to the team
Build rapport with clients in order to understand their unique school and/or district and provide expert customer service

Skills & Requirements

Customer-facing experience with an outstanding customer service attitude
Proven ability to manage a number of projects with a high level of organization and accuracy while working within a firm deadline
Capability to work independently and problem-solve while recognizing when to escalate inquires
Demonstrated experience working with clients that have high complexity and a hands-on approach, as well as with large clients that involve multiple layers of decision-making
Experience working on cross functional projects and support teams
Remain calm under pressure and handle obstacles with grace, accuracy, and urgency
Adapts quickly in a fast-paced environment
Is tech-savvy and can quickly learn new technologies and see the broader impact it could have. Experience learning complex internal systems and gaining proficiency quickly
Proficiency in CRM and customer support software, as well as Google Workspace/Microsoft Office
Advanced communication skills (verbal and written) with the ability to translate complex information into easily digestible communications
Adaptability and flexibility in a fast-paced, high-growth environment
Passion for education and a genuine interest in improving learning outcomes through technology

Education & Experience

Bachelor’s Degree or higher (preferred)
2+ years of experience in customer success, account management, or client-facing roles (experience in EdTech or education preferred)
Comfortable working with educators and school administrators; knowledge of the K–12 or higher education landscape is a plus

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

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 with ample opportunities for personal and professional growth.
You will have potential opportunities for management as the team grows.

Compensation & Benefits

The salary for this role is $60,000 - $80,000
401(K) & 5% company match
Healthcare, dental, and vision insurance
Yearly profit share
Stipends for cell phone, gym/health, books, and meals
3 weeks PTO + 16 federal holidays & holiday extensions (6 weeks total)

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Client Success Specialist