US Customer Success Manager

Famly • Arlington, VA

1d • Hybrid

About The Position

We're looking for a Customer Success Manager to own and grow relationships with a portfolio of Famly's US customers, from onboarding through renewal and everything in between. About Famly We're on a mission to stop admin work from stealing the joy of working with young children. We do that with our platform, the world's first proactive assistant for educators and staff that handles admin for them so they can get back to what they love. About the role As Customer Success Manager, you'll own the relationship for a portfolio of Famly customers. That means guiding them through onboarding, running proactive check-ins and quarterly business reviews (QBRs), spotting renewal and expansion opportunities, and stepping in when a key account needs urgent help. This role suits someone who wants to work across all of customer success rather than specializing in one lane. We're a small team inside a fast-scaling company, and priorities shift. In your first year, expect to build real depth across onboarding, retention, renewals, and account growth, and to become the specialist for your portfolio as the business evolves. This role is based in our Rosslyn, Arlington, Virginia office, with a default of four days a week in person.

Requirements

• Experience in customer success, account management, or a related customer-facing role, ideally within a SaaS company
• Experience in early childhood education, or a strong affinity for the sector
• Comfortable holding a mix of proactive and reactive responsibilities, and can shift gears as priorities change
• Communicate clearly and build trust quickly, whether on a scheduled QBR or an urgent call
• Take ownership of outcomes and don't wait to be told what's next
• Solution-oriented. When you spot a problem, your instinct is to dig in and help fix it rather than just flag it
• Strong experience in two of the following three areas: customer success, SaaS, and early childhood education.

Nice To Haves

• Used HubSpot, Intercom, and/or Jira in a previous role
• Worked in a customer success or sales capacity at a software company with ties to the education sector

Responsibilities

• Running proactive QBRs and regular check-ins to keep customers engaged, informed, and getting value from Famly
• Supporting onboarding calls for newly signed customers as needed
• Leading ongoing training and adoption of the platform
• Identifying and driving renewal and expansion conversations within your portfolio
• Stepping in on reactive, high-urgency situations for key accounts, partnering closely with our Customer Advisor team, who handle more tactical day-to-day support
• Getting to know your customers' goals well enough to consult them on how to get real value out of the platform
• Identifying patterns and feedback from your accounts, sharing insights with the broader team, and actively participating to help shape product and process

Benefits

• Salary in the $67-73k/year range (depending on experience)
• Competitive benefits such as 401k with employer match, health insurance, and paid maternity/paternity leave.
• Prime corner-office in Rosslyn’s WeWork, with modern equipment and amenities
• A clear career framework and coaching to make sure you're growing
• $1000 personal development budget
• 'We'll buy you any book you want' policy.
• Top-notch work equipment (including noise cancelling headphones for those focus periods!)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed