Customer Success Manager (Schools)

Givebacks

7d•Remote

About The Position

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.

Requirements

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 Haves

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)

Responsibilities

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