Client Success Manager

READING AND LANGUAGE ARTS CENTER•Troy, MI

About The Position

The Client Success Manager (CSM) plays a central role in ensuring smooth, professional, and highly supportive experience for Brainspring’s school and district clients. This role manages onboarding, documentation, communication, and follow-up for all new professional development engagements. The CSM serves as the primary point of contact for clients throughout the training lifecycle and ensures all client-facing and internal systems (Administrate and HubSpot CRM) remain accurate and up to date. This position requires excellent communication, organization, and customer service skills, along with the ability to track details across multiple client engagements simultaneously.

Requirements

2+ years of experience in client success, customer service, project coordination, or education services
Excellent written and verbal communication skills
Strong organizational skills and attention to detail
Ability to manage multiple client accounts at once
Experience using CRM systems (HubSpot preferred)
Ability to solve problems and remain calm under pressure
Customer-first mindset with a professional, polished demeanor

Nice To Haves

Experience in K–12 education, literacy, curriculum, or professional development
Familiarity with Administrate or other training management systems (TMS)
Experience supporting school districts or working with educators
Knowledge of Structured Literacy or Science of Reading concepts

Responsibilities

Serve as the main point of contact for new school and district clients during onboarding.
Manage and execute the full onboarding process, including confirming training dates, participant lists, technology needs, and logistical requirements.
Ensure all required participant information is collected accurately for each course, including rosters, emails, roles, accommodations, and district-specific requirements.
Provide clear, timely communication to clients before, during, and after training to support a positive experience.
Field client questions about course details, expectations, materials, scheduling, or technical support.
Monitor the progress of each scheduled training and engage proactively if issues arise.
Communicate regularly with sales and operations team members to ensure smooth delivery.
Serve as a responsive resource for client concerns or troubleshooting during the training window.
Conduct post-training check-ins with clients, gathering feedback and identifying future needs or expansions.
Share feedback with internal teams to continuously improve Brainspring’s PD experience.
Identify opportunities for additional services, coaching sessions, or follow-up cohorts.
Collaborate closely with the EA Operations Coordinator to ensure all required participant and client data is accurately recorded in our TMS (Administrate).
Maintain ownership of client-facing activity and engagement tracking within CRM (Hubspot), ensuring all communication, tasks, and opportunities are up to date.
Support Sales leadership with reports, dashboards, and client updates.
Work under the direction of the Director of Sales & Marketing to align onboarding and client success workflows with company strategic goals.
Communicate regularly with instruction, operations, sales, and marketing teams to ensure exceptional client satisfaction and repeat business.
Participate in weekly team meetings, planning sessions, and continuous improvement projects.