Founding Customer Success Manager

Founding Customer Success ManagerThe roleThis is a founding Customer Success hire. You will own our renewal and expansion portfolio, build the playbooks and systems that keep customers successful and renewing, and build our free-tier momentum into school and district partnerships. You'll work directly with the Head of Operations and the CEO to build Customer Success at Goblins from the ground up.We're looking for a hungry, high-agency operator confident running with ambiguity, building processes where none exist, and owning customer retention and expansion. The accounts you'll touch include some of the biggest districts in the country, so the work is high-leverage from day one.What you'll ownRenewal & expansion portfolio. Own the book of paying districts, acting as a forward deployed Goblins employee ensuring they see math achievement growth. Drive retention and find and close expansion within existing customers (more schools, grades, and full-district rollouts).Customer Success process design. Build our playbooks from scratch: health scoring, account segmentation, renewal cadences, onboarding-to-value handoffs, professional development, business reviews, and the rhythm of proactive outreach. You will be deciding what "good" looks like and making it repeatable.Professional Services. You'll be in charge of ensuring teachers and administrators receive training on how to reach their math growth goals with Goblins. This will include conducting virtual and in-person professional development sessions yourself.Retention KPIs & strategy. Work with leadership to define which metrics actually predict retention and expansion (usage, active teachers, breadth of adoption, champion health) and help us instrument and watch them. Flag account risk early, and design mediation plans.Conversion of bottoms-up free users into paying district customers. We have thousands of teachers using Goblins free. Add light, human follow-up on top of our automated messaging to identify the schools showing real adoption signals; then convert them to grade and school-level customers.Driving the future of Goblins as the voice of the customer. Bring patterns back to product, engineering and ops: what's working, what's blocking renewals, what districts keep asking for. Then use your unique perspective to drive the flywheel of product led growth.Who you areMust-havesBased in NY, or willing to relocate. This role is in person at least 3 days/week at our Williamsburg, Brooklyn office.Education experience, ideally K-12. You understand how schools and districts actually operate - buying cycles, the school-year calendar, who the real decision-makers are, and why a champion isn't always the signer. You can leverage your experience to build trust with customers.You've led or designed processes in Customer Success, Sales, or an adjacent field. Youre a process builder; not merely a process executor.Hungry. You can be handed a portfolio and a goal and figure out the path with minimal scaffolding. You move fast, you follow up, and you don't wait to be told what to do.Comfortable with data. You can pull and read usage and CRM data, build a defensible prioritization, and make decisions grounded in data.Strong written and verbal communicator. You'll write to superintendents and run meetings with district leadership. Confidence, clarity and warmth all matter.Willing to travel. Up to 40% travel may be required for on-site professional developmentNice-to-havesYoure comfortable using LLMs to increase your human-powered impact, and can speak to ways youve leveraged AI to boost your productivity on a day-to-day basis.Experience renewing or selling into school districts specifically (procurement, POs, board approvals, ESA/consortium purchasing).A track record of carrying and hitting a quota or retention/NRR number.Comfort in an early-stage environment.Compensation: Compensation range is $120,000-$170,000. Package includes a base salary, NRR based incentive, founding equity, and a competitive benefits plan.Equal opportunityGoblins (Aha Moments, Inc.) is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic. Employment is at-will. If you need a reasonable accommodation at any stage of the process - including the take-home or the on-site - just let us know and we'll make it work.
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