Customer Success Manager

Job Description

Who We Are:

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At Progress Learning, our mission is to help all K-12 students across the country master state standards by empowering educators with personalized teaching tools and support. When we hire, we look for more than skill sets. We look for people who share our passion for education, who care about teachers, and who believe every student can succeed.

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What We Are Looking For:

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We are seeking a relationship-driven Customer Success Manager (CSM) who is passionate about supporting schools and districts and helping educators achieve meaningful results. This full-time, remote role guides customers through the entire lifecycle, from onboarding through renewal, ensuring they successfully implement Progress Learning and realize continued value from the platform.

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The ideal candidate understands the K–12 education environment, communicates confidently with educators and school leaders, and is comfortable managing multiple customer accounts and priorities. They are proactive, highly organized, confident using technology, and able to use customer and usage data to identify needs, address low engagement, and support successful implementation.

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The Customer Success Manager plays a critical role in maintaining strong customer relationships, increasing engagement, identifying growth opportunities, and serving as a trusted partner to schools and districts throughout the year.

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Duties Include:

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• Guide customers through onboarding, ensuring kickoff meetings and implementation milestones are completed within established timelines
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• Maintain consistent communication with customers through email, phone, and virtual meetings
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• Monitor usage and proactively engage low-usage accounts with intervention strategies
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• Regularly conduct review meetings to assess success, identify pain points, and explore growth opportunities
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• Collaborate with Renewal Specialists, Upsell Account Executives, and Sales to support renewals and expansion opportunities
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• Maintain accurate and detailed records in Salesforce, including customer sentiment, notes, key dates, and account updates
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• Provide virtual and occasional in-person trainings to support usage and implementation
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• Serve as a platform expert, confidently supporting customer questions, concerns, and best practices
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• Partner cross-functionally with Training, Product, Sales, and other teams to ensure customer needs are met
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• Travel up to 10 percent annually for on-site visits, trainings, conferences, or company events
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Required Skills, Behavior, or Knowledge

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• Proficiency in adopting and navigating new technologies with confidence
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• Ability to lead customer-facing meetings and drive clear, effective communication in a virtual setting
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• Strong follow-up skills and ability to manage multiple accounts simultaneously
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• Proven ability to drive customer engagement and retention
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• Strong communication, presentation, and relationship-building skills
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• Analytical mindset with the ability to translate data into actionable insights
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• Adaptable in a fast-paced, results-driven setting
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• Self-motivated, results-oriented, and comfortable working independently in a remote environment
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• Highly organized with strong time management and prioritization skills
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• Ability to collaborate effectively across teams
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• Background in Education or prior experience in edtech or supporting educators strongly preferred
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• Experience in Customer Success, Account Management, or a related client-facing role strongly preferred
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Benefits

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Progress Learning offers a comprehensive benefits package for full-time employees, including:

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• Medical, Dental, and Vision insurance
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• Company-paid Short-term Disability, Long-term Disability, and Life & AD&D coverage
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• 401(k) with employer match
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• 20 days of PTO annually, prorated for new hires, and 11 paid holidays
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• Paid maternity and paternity leave
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• All work equipment provided
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Equal Opportunity Employer Statement

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Progress Learning is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, protected veteran status, gender identity, or sexual orientation.

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