Founding Customer Success Manager

About The Role In the typical American classroom, kids get 1/30th of their teachers' attention, and everyone learns at the same pace. Enter Goblins Math: students draw math on any device, and it figures out the “why” behind their confusion, giving them instant feedback, building their conceptual foundation, and inspiring them to love math. Founding Customer Success Hire This 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. 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 has high leverage from day one. What You'll Own Renewal & 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. Customer Success process design. Build our playbooks from scratch: health scoring, account segmentation, renewal cadences, onboarding to value handoffs, professional development, business reviews, and proactive outreach. Professional Services. Ensure teachers and administrators receive training on how to reach their math growth goals with Goblins, including virtual and in‑person professional development sessions. Retention KPIs & strategy. Work with leadership to define which metrics predict retention and expansion, flag account risk early, and design mediation plans. Conversion of bottoms‑up free users into paying district customers. Add light, human follow up on top of automated messaging to identify schools showing real adoption signals, then convert them to grade and school level customers. The voice of the customer. Bring patterns back to product, engineering, and ops: what’s working, what’s blocking renewals, and what districts keep asking for. Who You Are Must haves Based in NY, or willing to relocate. This role is in person at least 3 days/week at our Williamsburg, Brooklyn office. Education experience, ideally kindergarten through 12th grade. You understand how schools and districts actually operate: buying cycles, the school year calendar, decision makers, and signers. You’ve led or designed processes in Customer Success, Sales, or an adjacent field. You’re 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. 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. Willing to travel. Up to 40% travel may be required for on‑site professional development. Nice to haves You’re comfortable using LLMs to increase your human‑powered impact. Experience renewing or selling into school districts specifically. 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 to $170,000. Package includes a base salary, NRR based incentive, founding equity, and a competitive benefits plan. Equal Opportunity Employer Goblins (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. #J-18808-Ljbffr