Customer Success Manager

SmartLab•Chicago, IL

9h•$65,000 - $85,000•Remote

About The Position

SmartLab is seeking a Customer Success Manager in the Midwestern United States to help K–12 schools and districts make the most of its STEM education programs. This role owns customer relationships from post-sale onboarding through renewal and expansion, helping stakeholders align on goals, understand implementation progress, and realize the value of SmartLab. The position works cross-functionally with Sales, Tech Support, Implementation, Facilitator Success, Product, Marketing, and Customer Experience leadership. It is fully remote within a distributed team and involves travel up to 15%, primarily for on-site school launches, regional conferences, and company events.

Requirements

Bachelor’s degree or at least 5 years of relevant experience in Customer Success, Account Management, or K–12 EdTech implementation.
Proven track record with renewals in a subscription/SaaS or curriculum-as-a-service environment.
Deep familiarity with U.S. K–12 buying cycles, funding sources, and classroom dynamics.
Excellent virtual facilitation, presentation, and storytelling skills.
Strong data orientation, including comfort building Salesforce reports and interpreting engagement analytics.
Ability to work independently in a fully remote, distributed team, with strong asynchronous communication habits.
Experience with HubSpot, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).
Ability to travel up to 15%, primarily for on-site school launches, regional conferences, and company events.

Nice To Haves

Prior teaching or district-level instructional coaching experience.
Exposure to STEM or project-based learning pedagogies.
Experience preparing for and leading Quarterly Business Reviews (QBRs), Executive Business Reviews (EBRs), and other key customer journey milestones.

Responsibilities

Partner with Tech Support and Implementation to support post-sale onboarding, align on customer goals and milestones, and communicate progress to school and district stakeholders.
Build early relationships with customers and understand their goals, expectations, and priorities for their SmartLab programs.
Own customer relationships, build trust among stakeholder groups, and sustain engagement, program continuity, and alignment on SmartLab’s value.
Coordinate regular account syncs with territory Sales representatives and keep them informed about account health, stakeholder changes, and opportunities.
Schedule and communicate QBRs and EBRs that present usage analytics, student outcomes, and ROI to administrators, STEM coordinators, and other district stakeholders.
Understand each customer’s decision-maker journey, goals, priorities, stakeholders, decision-making processes, and changing needs.
Forecast renewal risk using data signals from HubSpot, Salesforce, and customer feedback.
Identify and qualify expansion opportunities based on customers’ evolving needs and growth potential.
Develop and execute customer success and renewal plans that demonstrate SmartLab’s value and support long-term partnerships.
Cultivate customer advocates and identify opportunities for references, testimonials, case studies, and participation in SmartLab events or professional learning initiatives.
Own customer concerns and coordinate with internal teams to resolve customer-impacting issues; keep customers informed during escalations.
Record customer feedback and feature requests in Salesforce and other designated systems, and share trends with Product and Marketing.
Advocate for school and district needs while balancing customer priorities with company goals and available resources.
Maintain accurate Salesforce records of customer engagements, opportunities, contacts, and account activities.
Communicate account status, risks, renewal progress, and growth opportunities to Customer Experience leadership and relevant internal teams.
Use Monday.com dashboards to track project milestones and communicate internal status.