Customer Success Manager (Schools)

Role Purpose:

The Customer Success Manager – School owns and grows relationships at the individual school level. This role is responsible for implementing and training schools on contracted modules, driving product adoption, and identifying opportunities for expansion within the school and into affiliated support organizations. The CSM serves as the primary school point person, ensuring successful launches, sustained usage, and long-term value realization while partnering closely with the District CSM to communicate opportunities and areas of interest.

What You’ll Do:

School Implementation & Launch Ownership

• Serve as the primary point of contact for schools during onboarding and launch
• Monitor early-stage adoption and intervene proactively to drive usage within the first 90 days
• Maintain ongoing relationships to ensure operational stability post-launch

Product Adoption & Usage Acceleration

• Track and monitor product usage trends at the school level
• Ensure schools achieve agreed-upon activation and usage metrics within 90 days of post-onboarding
• Identify adoption gaps and execute plans to increase engagement
• Reinforce best practices that increase long-term product utilization

Expansion & Revenue Growth Identification

• Identify opportunities to expand module adoption within existing school accounts
• Identify and cultivate connectors into School Support Organizations (SSOs)
• Communicate areas of interest and expansion potential to the District CSM

School Satisfaction & Relationship Management

• Build trusted relationships with school leaders and administrators
• Proactively address concerns and remove barriers to success
• Gather feedback to strengthen engagement and product alignment

Training & Support Optimization

• Deliver effective training to ensure school teams are confident using purchased modules
• Triage inbound school requests to the appropriate resolution channel (support ticket, chat, documentation, or 1:1 session)
• Reduce unnecessary 1:1 sessions by promoting use of training materials and structured resources
• Deliver overall training and support efficiency without compromising experience

Job Requirements:

Required

• Experience in Customer Success, Account Management, or Customer-facing roles
• Strong relationship-building and stakeholder management skills
• Strong communication skills (written and verbal)
• Ability to manage multiple school relationships simultaneously
• Data-driven mindset with ability to monitor usage metrics and drive action
• Comfort collaborating cross-functionally, particularly with District CSMs and Support teams

Nice to Have

• Experience working with K–12 schools or education technology platforms
• Experience supporting multi-module SaaS products
• Familiarity with schools and school support organizations (PTAs, PTOs, Booster Clubs)

Benefits:

• Unlimited Paid Time Off
• Flextime Options
• Remote Work Options
• Paid Holidays
• Employee Stock Options
• Paid Parental and Family Medical Leave
• Full Employee Medical, Dental, and Vision Coverage
• Flexible Spending Account
• 401(k) Plan

Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.