Customer Success Manager

📌 Core Information

🔹 Job Title: Customer Success Manager

🔹 Company: NoRedInk

🔹 Location: United States

🔹 Job Type: On-site

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Remote Solely

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Structuring and delivering success for school and district customers.
• Helping customers set goals, maximize usage, and achieve desired outcomes.
• Managing onboarding, renewing, and expanding customer accounts.
• Developing relationships, especially with district administrators.

ASSUMPTION: The job involves significant interaction with district administrators and requires strong communication skills, as these are not explicitly detailed in the original description but are essential for customer success roles in the educational sector.

📋 Key Responsibilities

✅ Manage a territory of district-level NoRedInk Premium customers.

✅ Develop implementation strategies with district stakeholders.

✅ Onboard districts and coordinate integration setups.

✅ Monitor usage trends and share best practices.

✅ Partner with customers to plan professional learning sessions.

✅ Identify customer advocates and collaborate with marketing for testimonials.

✅ Support renewal and expansion with account managers.

✅ Travel onsite for customer meetings and events.

✅ Maintain East Coast working hours.

✅ Exemplify NoRedInk’s mission and values.

ASSUMPTION: The regular travel requirement suggests the need for flexibility and work schedule adjustments, as customer success roles often involve personalized and face-to-face interactions to ensure customer satisfaction.

🎯 Required Qualifications

Education: Not specified

Experience: Over 5 years of ELA education, preferably in leadership, and experience in edtech as a customer success manager.

Required Skills:

• Relationship Building
• Communication Skills
• Organizational Skills
• Creative Problem Solving

Preferred Skills:

• Implementation Strategy
• Familiarity with Salesforce and Google Sheets

ASSUMPTION: While formal education credentials aren't specified, a background in education, such as a teaching degree, is assumed given the nature of the job and the target audience (educational institutions).

💰 Compensation & Benefits

Salary Range: $85,000 annually, including base salary and bonus

Benefits:

• Competitive salary and equity in a well-funded startup
• Health, vision, and dental benefits (U.S. Only)
• Flexible PTO and paid parental leave
• 401(k) (U.S. Only)
• Remote work environment with team events

Working Hours: 40 hours per week, with East Coast timezone alignment

ASSUMPTION: The role's compensation and benefits package aims to attract experienced candidates by offering competitive and appealing perks, aligning with industry standards for critical positions.

📌 Applicant Insights

🔍 Company Context

Industry: E-learning, focused on adaptive curriculum for student writing

Company Size: 51-200 employees—indicative of a medium-sized team where each role may have a significant impact.

Founded: 2012, by a high school English teacher.

Company Description:

• Mission-driven to empower writers.
• Backed by reputable investors.
• Extensive reach in U.S. school districts.

Company Specialties:

• E-learning
• Adaptive Curriculum
• Student Engagement

Company Website: http://www.noredink.com

ASSUMPTION: Given the company's focus on writing improvement for students, it likely prioritizes creativity and innovative educational strategies, aligning with the job role’s requirements.

📊 Role Analysis

Career Level: Mid to Senior level, with prior leadership experience in education required.

Reporting Structure: Likely reports to a senior manager or director within the customer success department.

Work Arrangement: Predominantly remote with necessary travel and potential onsite meetings.

Growth Opportunities:

• Develop strategies that directly impact educational outcomes.
• Expand professional network within educational circles.
• Potential to advance within a growing edtech company.

ASSUMPTION: The role likely offers opportunities for leadership and influence, especially for those interested in making an impact in educational technology.

🌍 Location & Work Environment

Office Type: Primarily remote with necessary travel for customer interactions.

Office Location(s): While the company is headquartered in San Francisco, the role requires managing East Coast clients.

Geographic Context:

• Work aligns with East Coast U.S. clients.
• Remote work allows for flexible location within the United States.
• Travel needed for client engagement ensures hands-on relationship building.

Work Schedule: Requires adherence to East Coast working hours.

ASSUMPTION: Although based remotely, the role may require a home workspace conducive to client calls and virtual meetings, emphasizing the importance of a professional home office setup.

💼 Interview & Application Insights

Typical Process:

• Initial screening call with recruiter.
• Technical or skills assessment relevant to customer success.
• Panel interviews with team members and stakeholders.

Key Assessment Areas:

• Relationship-building skills
• Understanding of educational technology impact
• Problem-solving abilities

Application Tips:

• Highlight experience in ELA education and edtech.
• Demonstrate examples of successful stakeholder engagement.
• Ensure proficiency with business tools like Salesforce is evident.

ATS Keywords: Customer Success, ELA Education, Stakeholder Engagement, EdTech, Professional Learning

ASSUMPTION: The interview process will focus heavily on previous experience in education and customer success management, as the job requires significant relation-building responsibilities.

🛠️ Tools & Technologies

• Salesforce
• Google Sheets
• Video conferencing tools

ASSUMPTION: Proficiency in these tools is critical as they enable effective tracking and management of customer interactions and data analysis for informed decision-making.

👔 Cultural Fit Considerations

Company Values:

• Commitment to education
• Innovation in learning
• Empowerment through writing

Work Style:

• Collaborative and team-oriented
• Adaptable to remote work environments
• Focused on mission-driven outcomes

Self-Assessment Questions:

• How do I build and maintain stakeholder relationships?
• Am I passionate about educational change and improvement?
• How have I adapted strategies to meet diverse customer needs?

ASSUMPTION: Cultural fit is essential for aligning with NoRedInk’s mission-driven approach, and candidates should reflect a shared dedication to educational improvement.

⚠️ Potential Challenges

• Managing a diverse range of district stakeholders
• Aligning organizational goals with district educational outcomes
• Maintaining regular travel while managing remote responsibilities
• Navigating technological implementations in varied educational settings

ASSUMPTION: The role may require addressing diverse district needs while ensuring technological solutions align with their educational goals.

📈 Similar Roles Comparison

• Other Customer Success roles in EdTech focus on user engagement and value realization.
• Roles in larger companies may have less direct stakeholder interaction.
• Some positions may not involve the same degree of travel or face-to-face engagement.

ASSUMPTION: The role at NoRedInk allows for a higher degree of direct influence on educational institutions compared to similar roles in larger companies where responsibilities might be more segmented.

📝 Sample Projects

• Develop and implement a district-wide adoption strategy for NoRedInk.
• Create a success plan to track and increase educational outcomes.
• Facilitate professional learning sessions tailored to client needs.

ASSUMPTION: Sample projects will likely focus on strategic planning and execution, adjusting educational deployment to maximize student outcomes.

❓ Key Questions to Ask During Interview

• How does NoRedInk measure success in its customer success teams?
• What are the key challenges faced in implementing NoRedInk tools in diverse educational settings?
• How does the company support professional development for its Customer Success Managers?
• What strategies have been effective in maximizing district usage of NoRedInk?
• How does NoRedInk ensure that its tools remain aligned with changing educational standards?

ASSUMPTION: These questions aim to uncover how well NoRedInk supports its employees and aligns its strategies with evolving educational needs.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare a tailored resume highlighting your experience in edtech and ELA education.
• Draft a compelling cover letter explaining your interest and alignment with NoRedInk’s mission.
• Collect references that can speak to your relationship management skills.
• Be ready for an initial screening call to discuss your qualifications and career goals.

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.