Customer Success Manager (Eastern, US)

Everway

2d•Hybrid

About The Position

As a Customer Success Manager (CSM) at Everway, you will be a trusted advisor and advocate for our education clients, helping them maximize the impact of our products and services. You’ll partner closely with K-12 schools, districts, or higher education institutions to ensure seamless onboarding, support adoption, and drive ongoing value in order to maximize retention and promote relationship expansion. This role requires a balance of relationship-building skills, product knowledge, and a passion for improving educational outcomes. This position requires occasional travel (up to 20% of the time) to attend customer meetings, team events, or conferences. This role will support customer accounts across the Eastern United States (NJ, NY, VA, and WV), with preference given to candidates located within the region.

Requirements

3+ years of experience in customer success, account management, or a related role, with preference for experience within EdTech, SaaS, or adjacent roles in education-focused organizations.
Strong verbal and written communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of educational stakeholders.
Ability to analyze data, identify trends, and use insights to drive customer engagement and outcomes.
Excellent organizational and time management skills, with the capacity to manage multiple accounts and prioritize tasks effectively.
Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.

Nice To Haves

Prior experience working directly with K-12 or higher education institutions.
Familiarity with educational technology products and a passion for using tech to improve learning outcomes.
Experience in conducting customer training sessions, webinars, or workshops.
Demonstrated success in a quota-bearing or target-driven role (renewals, upsells).
Knowledge of instructional practices and educational trends.
Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.
Bachelor’s degree or equivalent experience in education, business, or a related field.

Responsibilities

Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.