Product Support & Success Manager

Job Description

Job Description

Position Overview

The Customer Experience & Product Success Lead is responsible for ensuring that customers successfully adopt and use Ethos Intelligence products . This role owns the full customer support and onboarding experience prior to engineering escalation, ensuring that teachers, school leaders, and district technology teams receive timely assistance and clear guidance.

You will own the customer journey after the sale, ensuring schools, teachers, administrators, and district technology teams successfully adopt and use Ethos Intelligence's SaaS products. The role combines customer success, product support, onboarding, documentation, and product feedback, serving as the primary point of contact for customers before issues are escalated to engineering.

This is a proactive role focused on helping customers succeed. The right candidate will develop deep familiarity with the product, serve as a trusted resource for users, and actively contribute to improving the platform through structured feedback and insight.

You will represent the voice of the customer to the product and engineering teams.

Requirements

• Bachelor's degree or equivalent experience
• 3–6 years of experience in one or more of the following areas:
• Customer success or customer support in a SaaS environment
• Product support or technical customer care
• EdTech platform support or implementation
• Strong written communication skills with the ability to clearly explain software functionality to non-technical users
• Demonstrated ability to troubleshoot product issues and guide users through solutions
• Experience using SaaS platforms and help desk tools
• Strong organizational skills and ability to manage multiple customer issues simultaneously
• Customer-first mindset and commitment to high-quality user experiences

Preferred Requirements:

• Experience supporting EdTech or K-12 education technology platforms.

• Familiarity with AI tools or generative AI applications.
• Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools
• Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows
• Experience creating help center documentation or knowledge bases
• Ability to reproduce bugs and clearly document technical issues

Benefits

• Competitive base salary + performance incentives
• Professional development opportunities