Customer Success Manager

Customer Success Manager (Remote, full-time) About the organization Founded as a nonprofit organization in 2020, the National Summer School Initiative (NSSI) partners with schools and districts nationwide to accelerate learning and deepen teacher practice through our distinctive summer programming. NSSI programming offers districts a new approach to building teacher capacity and driving academic gains. Our mentor teacher model connects some of the country's most exceptional educators with teachers across the nation, equipping and inspiring them to deliver discourse-rich math and literature lessons that are rigorous, culturally responsive, and deeply engaging. Through intensive pre-service training and dynamic weekly professional development sessions, our summer programming focuses on research-proven instructional practices that accelerate learning. We provide teachers and school leaders with the targeted support and hands-on practice needed to elevate their craft. Our core belief is simple: teachers get better faster by observing the best and practicing. Our comprehensive approach combines daily exposure to excellent curriculum, observation of outstanding mentor teachers, targeted professional development to help teachers across the country improve rapidly and effectively, and exceptional operational support. Impact and Growth: In 2026, NSSI served approximately 82,000 students. Building from 48,000 students served in 2023, we continue to refine our approach to maximize impact. With a goal of reaching 130,000 students by summer 2029, we are positioned for strategic growth based on our strong track record of results. Students consistently achieve double-digit learning gains on average across all partner sites, while stakeholder satisfaction remains remarkably high. About the role The customer success manager is a key role that lives between our sales and program operations teams. This role’s mission is to make sure new partners are successfully onboarded, supported throughout the customer life cycle, and positioned for strong summer program implementation. This role will report to the senior account executive. Roles and Responsibilities Account Management and Partnership Development Serve as the primary contact for assigned districts and schools, building trusted relationships with key leaders.

Monitor account health to address risks and identify renewal and growth opportunities.

Maintain accurate customer, contact, and communication records in HubSpot.

Demonstrate certified product expertise through effective virtual presentations.

Track relevant funding sources and education initiatives in assigned regions.

Onboarding Lead onboarding for assigned partners, delivering sessions and resources that ensure they are fully prepared for summer programming and equipped with the structures needed for success.

Maintain accurate partner records and share timely information across the organization to support effective program delivery.

Collaborate with Program Operations and Program teams to resolve partner-specific challenges and provide responsive solutions.

Impact & Renewal Maintain accurate, up-to-date HubSpot records throughout the partner lifecycle.

Analyze program outcomes and impact data to demonstrate partner value and inform renewal discussions.

Coordinate end-of-summer debriefs and incorporate partner feedback and lessons learned into future program and customer success cycles.

Develop scalable impact reporting and renewal systems, templates, and playbooks to reduce manual work as the partner base grows.

Competencies Commit to learning and improving Demonstrates humility, welcomes feedback, and approaches challenges as opportunities to grow.

Maintains a strong commitment to excellence and continuous improvement.

Collaborate for success Builds trust and strong relationships with district and school-based partners through honesty, dependability, active listening, and consistent follow-through.

Collaborates across teams, openly shares insights, and supports smooth handoffs across functions.

Consider multiple perspectives for better outcomes Communicates clearly and effectively with diverse internal and external audiences.

Seeks to understand different viewpoints, adapts support based on stakeholder needs, and advocates internally for approaches that support equitable adoption and outcomes.

Leverage organizational resources with intention Demonstrates exceptional attention to detail and organization.

Uses clear systems and established processes to prioritize work, manage time effectively, and ensure accurate and efficient execution.

Be proactive Anticipates opportunities, risks, and potential obstacles before they affect progress.

Takes ownership of identifying solutions and aligning work to broader team and organizational goals.

Drive projects effectively and to completion Manages responsibilities against established milestones and deadlines.

Prioritizes work based on feasibility and impact and communicates progress, roadblocks, and risks promptly.

Background and skills Bachelor’s degree, along with at least five years of experience in customer success, project management, business development, or a related partner-facing role.

Experience in K-12 education strongly preferred.

CRM experience, ideally HubSpot.

Travel expectations Annual team meetings: 3-4 days per year (mandatory for all team members)

Seasonal variations: During summer months (June-August), travel may increase to up to 4-5 days per month

Compensation : The starting salary ranges from $85,000 to $95,000, based on qualifications and relevant experience. As an employee, the customer success manager will be eligible for healthcare coverage, participation in NSSI’s retirement plan, professional development funds, and stipends to offset remote work expenses. Non-Discrimination Statement NSSI is an equal employment opportunity employer committed to maintaining a non-discriminatory work environment. We do not discriminate against any employee, volunteer, vendor, contractor, or applicant on the basis of race, color, religion, sex, gender, national origin, age, disability, veteran status, marital status, sexual orientation, gender identity, gender expression, arrest record, conviction record, or any other personal characteristic protected by applicable law. This policy covers all programs, services, policies, and procedures, including procurement of services, recruiting, hiring, training, promotion, and administering all personnel actions, such as compensation, benefits, transfers, layoffs, or terminations.