Customer Success Manager

You'll own a portfolio of 50+ school districts and make sure they launch fast, run smoothly, and keep referring students. Your people are counselors, social workers, and school admin. Your job is to get them equipped and excited to send kids to care. This is execution at scale: technical onboarding, staff training, troubleshooting, adoption campaigns, and data analysis, with AI and internal tools handling the repetitive parts so you spend your time with people instead of building workflows from scratch. When you do this well, more kids get help.

What you'll do

• Lead district onboarding, staff activation, and dashboard training
• Troubleshoot account access, referral submissions, and scope questions, with white-glove support for strategic districts
• Run staff trainings and info sessions that get people genuinely bought in
• Build training capacity models across your cohort so you can flag capacity risk before it turns into a launch delay
• Set the support and engagement strategy per district, with real autonomy to choose the approach
• Execute adoption campaigns: campus visits, email outreach, webinars, data-driven interventions
• Find creative ways to reach teachers and parents, not just counselors and admin
• Watch leading indicators like non-contributor district rates and escalate a rising rate as a structural signal, not a seasonal dip
• Turn district data into action, and keep your portfolio documented in shared tools so your work compounds for the team
• Use AI to build personalized training decks, campaigns, and district talk tracks, then apply your own judgment on context and tone
• Use AI to review activation pacing and referral trend lines so you can spend more human time on the districts that need it
• Bring what you learn to weekly GTM meetings, where AI fluency is a shared practice rather than a personal hack

Skills

• District and campus onboarding and implementation
• Live training and facilitation for adult learners
• Adoption and engagement campaign execution
• Project management across many concurrent launches
• Data analysis and simple modeling (capacity, pacing, funnel)
• Independent technical troubleshooting
• Practical AI fluency for drafting, analysis, and pattern-spotting
• Cross-functional collaboration
• Strong written and verbal communication
• Documentation in shared tools (Notion, Google Docs and Slides)

Who thrives here

• Great communicator and idea generator
• Natural problem-solver who figures things out without being handed the answer
• Connects dots across teams, products, and initiatives
• Knows when to jump in and help and when to hold people accountable
• Takes pride in support so fast and pleasant it creates champions
• Scrappy and adaptable, comfortable in constant startup change
• Sees AI as a way to do more of the job well, not a shortcut around the judgment parts

Qualifications

Must-haves

• Experience in EdTech, education, or healthcare partnerships, product support, and enablement
• K-12 background
• Track record driving adoption at scale, think 100+ customers and thousands of end users
• Strong project management across multiple launches at different phases
• Tech savvy: picks up new systems fast, troubleshoots independently, uses AI tools daily
• Exceptional organization across deadlines and deliverables
• Self-starter who sees what needs to happen and makes it happen
• Strong written and verbal communication
• Comfortable turning data into insight, including building simple models

Nice-to-haves

• Experience with mental health or SEL products
• Previous work inside a K-12 district or on a campus
• Salesforce or similar CRM experience