Customer Success Manager

SmartLab • Detroit, MI

9h • $65,000 - $85,000 • Remote

About The Position

SmartLab is seeking a Customer Success Manager to support schools and districts in getting meaningful impact from its K–12 STEM education programs. The role owns customer relationships from post-sale onboarding through adoption, renewal, expansion, and advocacy. The manager works with school and district stakeholders and coordinates with Sales, Tech Support, Implementation, Facilitator Success, Product, Marketing, and other internal teams. This position is for candidates in the Midwestern United States and is fully remote within a distributed team, with 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 and maintain strong asynchronous communication habits.
• Experience with HubSpot, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).
• Willingness to travel up to 15%, primarily for on-site school launches, regional conferences, and company events.

Nice To Haves

• Prior K–12 teaching or leadership experience.
• Exposure to STEM or project-based learning pedagogies.
• Experience preparing for and leading QBRs, EBRs, and other key customer journey milestones.

Responsibilities

• Partner with Tech Support and Implementation to guide customers through post-sale onboarding and implementation, aligning on goals, milestones, responsibilities, and next steps.
• Keep school and district stakeholders informed throughout onboarding and provide visibility into implementation progress.
• Build early customer relationships and understand each school's goals, expectations, and priorities for its SmartLab program.
• Own customer relationships, build trust across stakeholder groups, and sustain engagement, program continuity, and alignment on SmartLab's value.
• Coordinate regular account syncs with territory Sales representatives and share account health, stakeholder changes, and emerging opportunities.
• Schedule and communicate regular QBRs and EBRs that present usage analytics, student outcomes, and ROI to administrators, STEM coordinators, and other district stakeholders.
• Understand each customer's decision-makers, goals, priorities, stakeholders, decision-making processes, and changing needs.
• Forecast renewal risks using data signals from HubSpot, Salesforce, and customer feedback.
• Identify and qualify expansion opportunities based on schools' evolving needs and growth potential.
• Develop and execute customer success and renewal plans that demonstrate the value of SmartLab's integrated STEM ecosystem 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 Tech Support, Facilitator Success, Product, and other teams to resolve customer-impacting issues.
• Maintain transparent communication with customers during escalations.
• Record qualitative feedback and feature requests in Salesforce and other designated systems.
• Share customer trends with Product and Marketing to inform roadmap and messaging.
• Advocate for school and district needs while balancing customer priorities with company goals and available resources.
• Maintain accurate, timely Salesforce records of engagements, opportunities, contacts, and key account activities.
• Communicate account status, customer risks, renewal progress, and growth opportunities to Customer Experience leadership and relevant teams.
• Use Monday.com dashboards to track project milestones and communicate status internally.

Benefits

• Health care plan, including medical, dental, vision, and ancillary coverage.
• Retirement plan (401k and IRA).
• Life insurance (basic, voluntary, and AD&D).
• Paid time off, including vacation and 14 paid holidays annually.
• Family leave, including maternity and paternity leave.
• Short-term and long-term disability options.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level