Customer Success Manager

Education Week•Bethesda, MD

2d•Hybrid

About The Position

Education Week, a nonprofit, K-12 news organization, is seeking a Customer Success Manager to join its marketing and content sales team. The Customer Success Manager sits at the intersection of customer success, support, and lifecycle marketing, ensuring institutional subscribers successfully onboard, actively engage, and realize ongoing value from their subscriptions. This role serves as the primary point of contact for group accounts—including schools, districts, universities, and organizations—guiding them from onboarding through renewal. Working cross-functionally with sales, marketing, editorial, analytics, and product teams, you will drive retention, engagement, and growth by combining relationship management with data-driven marketing strategies. Success in this role requires balancing hands-on customer support with proactive efforts to increase adoption, satisfaction, and long-term value. This full-time hybrid position is based in Education Week's Bethesda, MD., office in the Washington D.C. metro area. Candidates must be able to work in the Bethesda, MD. office or willing to relocate. The starting annual salary range for this position is $56,500 - $63,000, plus bonus.

Requirements

Bachelor’s degree and 2–3 years of experience in customer success, lifecycle marketing, or subscription growth (or equivalent experience).
Experience working with institutional or B2B/B2B2C customers.
Strong communication skills, with the ability to create content and present to internal and external audiences.
Analytical mindset with experience using CRM, marketing, and analytics tools to drive decisions.
Ability to balance reactive support with proactive engagement strategies.
Strong organizational skills and ability to manage multiple priorities.
Proficiency in Microsoft Office and willingness to learn new technologies.
Commitment to diversity, equity, and inclusion and alignment with Education Week’s mission.

Nice To Haves

Familiarity with nonprofit journalism, education audiences, or mission-driven organizations.
Experience with subscription platforms or access systems.
Experience with webinars, training, or customer education.

Responsibilities

Serve as the primary point of contact for institutional customers, including schools, districts, universities, and organizations
Ensure that customers find ongoing value in our content by: Leading onboardings for new group accounts, including account setup, administrator training, and usage guidance
Monitoring account health, identifying at-risk customers, and implementing engagement and retention strategies
Managing and resolving customer inquiries and issues in a timely manner
Creating and maintaining customer resources such as FAQs, guides, and best practices to improve experience and scalability
Designing and executing lifecycle marketing campaigns showcasing content tailored to the audience, including onboarding, engagement, and renewal email communications
Track and analyze engagement metrics (e.g., usage, logins, email performance) and recommend improvements
Support customer retention efforts and help improve renewal rates
Identify upsell and cross-sell opportunities, such as additional seats or expanded offerings
Manage cancellation requests by understanding customer needs and identifying opportunities to retain accounts
Advocate for customer needs internally and share insights across teams
Maintain accurate records of customer interactions and account activity in Salesforce
Contribute to forecasting, planning, and process improvements for customer success efforts
Participate in meetings and cross-functional initiatives to support organizational priorities
Perform additional duties as needed to support team and organizational goals