Customer Success Manager

General Overview

Education Advanced, Inc. is a rapidly growing educational technology company serving the K-12 education market. Our mission is to create operational software that helps educators work more efficiently, make better decisions, and improve outcomes for students and staff.

We are seeking a highly experienced Customer Success Manager / Project Manager to support the successful implementation, adoption, and long-term success of Evaluation for the New Mexico statewide partnership. This newly created position will serve as the primary customer success and project management lead for the New Mexico Evaluation implementation, ensuring the project remains organized, on track, well-documented, and aligned to the needs of state, district, and school leaders.

The ideal candidate will bring a strong blend of customer success, project management, K-12 leadership experience, and relationship management. Experience as a New Mexico school or district administrator is strongly preferred.

This remote position requires a highly organized, self-driven, proactive individual who is comfortable managing complex projects with multiple stakeholders, timelines, and competing priorities.

Role and Responsibilities

• Perform all duties as a Customer Success Manager.
• Serve as Project Manager for the New Mexico State Evaluation implementation.
• Build trusted relationships with state, district, and school-level stakeholders.
• Manage project milestones, timelines, deliverables, documentation, risks, dependencies, and follow-up actions.
• Lead regular project check-ins, status updates, implementation meetings, and stakeholder communications.
• Ensure clear alignment between New Mexico stakeholders and internal Education Advanced teams, including Product, Support, Implementation, Sales, and Leadership.
• Support onboarding, training coordination, adoption planning, tickets and continued customer engagement.
• Translates deliverables into actionable tools and resources within the software for all customers.
• Monitor project progress, product adoption, usage trends, support needs, customer satisfaction, and risk indicators.
• Identify customer risks early and create proactive action plans to support successful outcomes.
• Capture customer feedback and field insights to inform product enhancements, support resources, and future statewide implementations.
• Create and maintain scalable resources, playbooks, communication templates, and process documentation.
• Serve as a trusted partner to New Mexico educators by providing guidance, support, and clear communication throughout the customer journey.
• Be proactive about solving problems and removing barriers to customer success.
• Occasional Travel Required
• Perform other duties as assigned.

Required Qualifications and Experience

• 5+ years of experience in Customer Success, Project Management, Account Management, Implementation, or a related role.
• Experience working in or closely with K-12 education.
• Strong understanding of school district operations, educator evaluation processes, campus leadership, and state-level education initiatives.
• Demonstrated ability to manage complex projects with multiple stakeholders, timelines, deliverables, and dependencies.
• Excellent communication, facilitation, relationship-building, organizational, and problem-solving skills.
• Ability to translate customer needs into clear internal action items and project requirements.
• Ability to work independently in a remote environment with limited supervision.
• Experience managing customer relationships through implementation, change, or transition.
• Ability to collaborate effectively across departments and lead through influence.
• Comfort using project management tools, CRM systems, customer success platforms, and productivity tools.
• Customer-first mindset with a strong commitment to educator success.

Preferred Qualifications

• Experience as a New Mexico school administrator, district administrator, or educational leader is strongly preferred.
• Experience managing complex projects, including timelines, deliverables, stakeholder communication, documentation, risks, and follow-up actions.
• Experience with educator evaluation systems, teacher appraisal processes, instructional leadership, or human capital/talent management in K-12 education.
• Experience implementing software across multiple districts, regions, or statewide initiatives.
• Experience with Evaluation, educator effectiveness platforms, or similar K-12 operational tools.
• Experience or familiarity with data management, software implementation, and software development lifecycle (SDLC) best practices.
• Experience with Salesforce, Gainsight, HubSpot, ChurnZero, Asana, Monday.com, Smartsheet, or similar tools.
• Bilingual English/Spanish communication skills are a plus.

Key Success Measures

• New Mexico Evaluation implementation remains organized, documented, and on schedule.
• Strong relationships are built with state, district, and school-level stakeholders.
• Internal and external teams remain aligned through clear communication and follow-through.
• Customers are successfully onboarded, trained, engaged, and supported.
• Risks are identified early and addressed proactively.
• Project documentation, timelines, meeting notes, and action plans remain accurate and current.
• Product adoption, customer satisfaction, and long-term retention are supported.
• Customer insights are used to improve the product, implementation process, and future statewide partnerships.

Ideal Candidate Profile

The ideal candidate is a former or current K-12 leader who understands the realities of school and district operations, especially within New Mexico. They are organized, relationship-driven, and experienced in managing complex projects with multiple stakeholders, timelines, deliverables, and competing priorities. They are calm under pressure and able to manage both strategic conversations and detailed project follow-through. They can build trust with educators, communicate clearly with internal teams, and keep a complex statewide implementation moving forward with confidence and care.