Mid-Market Customer Success Manager

Brisk Teaching

23h

About The Position

We are seeking a dynamic and motivated Mid-Market Customer Success Manager to join our team. In this role, you will be the trusted advisor and advocate for our school partners, ensuring they successfully adopt and leverage Brisk Teaching’s solutions to improve classroom outcomes. You will work closely with schools, teachers, and district leaders, guiding them through their journey from onboarding to achieving their teaching goals using our platform. Your role will be crucial in driving retention and satisfaction across our user base.

Requirements

3+ years of experience in customer success, account management, or related roles (experience in education technology is a plus)
Strong interpersonal and communication skills, with a passion for building relationships
Exceptional negotiation skills to secure renewals and identify upsell opportunities.
A track record of driving user engagement and retention in a SaaS or tech environment
Experience working with schools, teachers, or educators is highly desirable
Excellent problem-solving skills and a proactive, solutions-oriented approach
Ability to manage multiple priorities and projects in a fast-paced, dynamic environment
Familiarity with tools like Google Workspace, CRM systems, and virtual meeting platforms
A passion for improving education and making a positive impact in the lives of teachers and students
Located in MST or PST time zones strongly preferred

Nice To Haves

Experience utilizing a Customer Success Platform (Gainsight, Planhat, ChurnZero, etc) to support customers is preferred

Responsibilities

Serve as the primary point of contact for a portfolio of MM school and district partners
Drive contract renewals and expand partnerships with schools and districts, ensuring long-term engagement and growth
Lead onboarding and training sessions to ensure seamless adoption of Brisk Teaching’s platform
Monitor and analyze user engagement and success metrics, identifying areas for improvement and growth
Develop strong relationships with educators, understanding their unique needs and challenges
Provide proactive support and utilize scalable outreach to help users get the most out of Brisk’s tools
Collaborate with cross-functional teams (Product, Sales, Marketing) to ensure customer feedback drives product innovation
Resolve any issues or concerns raised by users in a timely and professional manner
Develop resources (guides, webinars, FAQs) to help users maximize their success with Brisk Teaching’s platform
Maintain detailed records of user interactions, ensuring customer data is up-to-date in our Salesforce