Customer Success Specialist

Togetherhood•New York, NY

28d•Onsite

About The Position

As a Customer Success Specialist, you will be the key driver of the end-to-end experience for Togetherhood’s partners—including afterschool directors, PTA leaders, principals, and community organizers—and our service providers (the teaching artists). You will manage a portfolio of small and large (including six-figure) accounts and serve as the primary point of contact to ensure every partner is delighted with our marketplace. Your mission is to cultivate exceptional, long-lasting partnerships by helping partners design and implement enrichment programs tailored to their goals and community needs. You’ll provide expert guidance on our platform, resolve operational challenges, advocate for partner success, and work cross-functionally with Sales, Talent, and Operations teams to drive account value and renewals. This role demands a deep understanding of stakeholder needs, proactive problem-solving, regular on-site support, and seamless communication. The role is based in NYC, requires frequent travel to partner sites in the NYC metro region and there is a 4-day/week, in person, in office requirement.

Requirements

Bachelor’s degree required.
5+ years of experience in school operations or account management, including 3+ years in a leadership or management role.
Deep experience managing high-value accounts and driving business outcomes through client relationships.
Highly skilled in Excel, Google Sheets, and familiar with tools like Asana and HubSpot.
A strategic thinker with strong attention to detail who thrives in ambiguity and fast-paced environments.
A relationship-builder with high emotional intelligence and the ability to gain trust across diverse communities.
Committed to education equity and access to high-quality enrichment opportunities for all children.

Responsibilities

Own the end-to-end success of each partner site, from onboarding to long-term growth, renewals, and retention.
Build strong, collaborative relationships with partner stakeholders to ensure satisfaction and continued use of Togetherhood services.
Tailor enrichment program recommendations to each partner’s goals, demographics, and community needs.
Manage daily issues and resolve them with an ownership mindset.
Conduct quarterly business reviews (QBRs), seasonal renewals, and NPS surveys to drive account expansion and retention.
Be a subject matter expert on Togetherhood’s platform and catalog, and ensure partners use both effectively.
Oversee day-to-day operations, ensuring high-quality execution through provider onboarding and ongoing support.
Serve as a liaison between providers and partners, facilitating smooth communication and prompt problem resolution.
Offer on-site tactical support when necessary to maintain high standards.
Collaborate with fellow Customer Success teammates to align on best practices across programs and communities.
Work closely with Sales, Talent, and Operations teams to optimize account performance and strategic initiatives.
Identify trends and feedback to inform improvements in platform and partner experience.
Share insights with leadership and contribute to continuous improvements in customer success processes.