Customer Success Manager

BUCK INSTITUTE FOR EDUCATION•San Rafael, CA

5d•$81,600 - $108,000•Remote

About The Position

The Customer Success Manager creates an exceptional customer experience by guiding new and returning clients through their journey with proactive, personalized support. The role manages post-sales activities for an assigned customer portfolio through relationship-building, product knowledge, planning, and execution, while supporting long-term engagement and retention. As part of a growing Customer Success team, the manager contributes to improving customer service messaging, processes, and systems across PBLWorks products and services. The position also supports cross-functional initiatives, customer community engagement, and the organization’s mission, vision, strategic plan, and racial equity imperative. This is a full-time, exempt remote position based anywhere in the United States. Occasional travel for team meetings and events may be required, approximately one to two times per year. A preference is stated for someone who can work 9 a.m.–5 p.m. Pacific Time.

Requirements

Two or more years of experience in a customer-facing role such as customer success, account management, or EdTech implementation at an education-focused technology or SaaS company.
Believe in PBLWorks’ core values, be driven by its mission and vision, and share its commitment to advancing racial equity.
Demonstrate passion for high-quality customer service and creative, resourceful problem-solving.
Have strong organizational and multitasking skills, exceptional attention to detail, and account management ability.
Be operationally and efficiency-minded, using tools, data, and systems to work effectively and scale impact.
Learn new technology quickly and be able to train others in the use of tools and platforms.
Work quickly, make sound decisions under time constraints, incorporate feedback, and learn consistently to drive progress.
Work effectively with diverse groups and communities, including communities of color.
Adapt to the needs of the organization and its employees.
Work effectively in virtual environments.
Demonstrate strong analytical and data-driven problem-solving skills, sound business judgment, and business acumen to make decisions under uncertainty.
Be results-oriented, with a track record of exceeding goals, strong project management skills, and resourcefulness in setting priorities.
Have outstanding verbal and written communication skills, listening and interpersonal skills, the ability to build trust quickly, and a commitment to transparent, open communication.
Demonstrate exceptional organizational skills, accuracy, accountability, and the ability to manage time and meet deadlines.
Thrive in a collaborative, diverse environment and work effectively with peers and colleagues.
Demonstrate integrity, a positive attitude, and strong self-direction.
Be passionate about addressing equity in education.
Be action-oriented and proactive, energized by challenges, and willing to take smart risks.

Nice To Haves

Prior experience as a K–12 classroom teacher, instructional coach, and/or instructional leader.
Understanding of educators’ priorities, how schools function, and how to change hearts, minds, and habits.

Responsibilities

Lead onboarding experiences for assigned customers.
Create and maintain customized customer engagement plans covering deployment, regular TEACH usage, and integration into instructional routines to support retention and long-term success and inform renewal conversations.
Build and maintain relationships with an assigned customer portfolio through proactive, personalized engagement, with the goal of maintaining moderate to strong customer health scores.
Maintain deep product knowledge and discuss the features and functionality most relevant to each customer’s needs.
Advocate for customers and provide internal feedback on how PBLWorks can better serve teachers and leaders.
Use Intercom to manage and respond to Tier 1 support requests concerning professional development services and subscriptions.
Route and escalate Tier 2 and Tier 3 requests, content questions, and other inquiries to the appropriate contacts, tracking requests through timely resolution.
Collaborate with Marketing, Product, and Program teams to create and send communications that help customers use products successfully.
Contribute to creating and maintaining FAQ and Help documents based on customer needs across the organization’s services and products.
Manage and monitor the TEACH community, respond to questions or route them to the appropriate person, implement engagement plans, and help develop community participation strategies.
Work with Product, Program, Operations, and Research teams to understand and collect customer data.
Track, analyze, and act on customer signals to support successful implementation and identify opportunities for early intervention when customers are not progressing as expected.
Collect and share relevant customer data and insights with service leaders to support their customer portfolios.
Work with PBLWorks colleagues to advance the organization’s mission, vision, racial equity imperative, and strategic plan.
Support colleagues and contribute to the organization’s work and culture as a collaborative team member.
Engage in ongoing individual and collective learning about advancing racial equity through Project Based Learning for all students, especially Black and Brown students.
Perform other duties as assigned.