US Customer Success Manager

Famly • Arlington, VA

3d • $67,000 - $73,000 • 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. Famly's mission is to stop admin work from stealing the joy of working with young children by providing a platform that handles admin for educators and staff. As a Customer Success Manager, you will own the customer relationship, guiding them through onboarding, running proactive check-ins and quarterly business reviews (QBRs), identifying renewal and expansion opportunities, and providing urgent assistance when needed. This role is ideal for someone who wants to work across all aspects of customer success rather than specializing. In the first year, you will build depth in onboarding, retention, renewals, and account growth, becoming a 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
• Ability to communicate clearly and build trust quickly, whether on a scheduled QBR or an urgent call
• Takes ownership of outcomes and doesn'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
• 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
• 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
• A $1000 personal development budget
• A '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