[Hiring] Account Manager @Fullglass Education

Role Description

The Account Manager serves as the primary point of contact for existing campus expansion and ongoing partner success. This role is responsible for driving Fullglass saturation on campus, managing professor onboarding, and ensuring seamless course launches. Reporting to the Chief Commercial Officer, the role leads retention strategies, relationship management with key stakeholders (bookstores, LMS administrators, professors, and department heads), and expansion initiatives. We measure success by unit expansion, professor satisfaction, grade capture metrics, and overall partner health. The ideal candidate is a proactive relationship builder capable of managing multiple campus partnerships, guiding professors through adoption to launch, and serving as the operational bridge for course success.

Key Responsibilities and Time Allocation

• Account Expansion & Renewal (50%)
  • Partner with campus stakeholders (Bookstores, OER/Affordability departments, professors, Deans) to identify and execute expansion opportunities and increase Fullglass footprint.
  • Develop and implement re-engagement strategies for existing professors and departments to drive year-over-year unit growth.
  • Utilize data-driven outreach to maintain, and increase, saturation across existing campuses at a professor and department level.
• Onboarding (20%)
  • Facilitate the end-to-end onboarding experience, working directly with professors and internal teams to ensure a white-glove experience migrating to the platform.
  • Act as the primary liaison during the setup phase, ensuring professors are fully equipped to utilize our tools.
  • Coordinate with LMS administrators to oversee the setup and successful execution of integrations where applicable, ensuring technical alignment.
• Course Launch (15%)
  • Collaborate with professors on course setup, material and assignment configuration, and ensure all parties are prepared for a successful term start.
  • Provide guidance on platform features, assignments, and functionality to ensure high engagement and platform utilization.
• Course Support (10%)
  • Act as the primary point of contact for professors, students, campus partners, bookstores, and distributors post-launch, managing issue resolution and platform inquiries.
  • Proactively identify and address potential roadblocks to ensure a positive user experience.
  • Provide stakeholder feedback on platform issues, enhancements, and feedback.
• Reporting & Communication (5%)
  • Maintain and submit accurate, per-campus Scorecards in the designated format.
  • Maintain system logging (CRM/outreach trackers) to ensure 100% accuracy in activity tracking and pipeline visibility.
  • Actively update and maintain the internal KPIs, providing clear visibility into key metrics such as student enrollment, course launches, and platform adoption for the executive team in the desired cadence.

Qualifications

• 8+ years in Account Management, Customer Success, or Customer Experience, within HigherEd, publishing or EdTech.
• Demonstrated ability to build and maintain relationships with professors, department heads, and bookstore administrators.
• Strong analytical skills, with the ability to leverage data (CSAT, Grade Capture, Unit counts, adoptions) to drive sales.
• Experience navigating LMS environments and supporting digital courseware integration.
• Organizational and project management skills, capable of handling multiple campus accounts simultaneously.
• Strong verbal and written communication skills, with comfort presenting to academic stakeholders.
• Willingness to operate in a fast-paced startup environment, testing new engagement strategies and iterating based on performance.
• Ability to support a flexible schedule during peak academic seasons, including occasional weekend availability to ensure support during critical course launch periods.

Preferred Qualifications

• Experience in an account-based sales or growth model.
• Prior success in achieving YoY growth metrics within established territories.
• Familiarity with OER initiatives and digital courseware adoption workflows.

Measures of Success

• YoY Growth
• Churn Rate
• Customer Satisfaction Rating (CSAT)

Benefits

• Competitive pay and benefits.
• Opportunity to make a real difference in the EdTech space.

Company Description

Fullglass Education, Inc. is an EdTech startup transforming traditional course materials into modern, digital-first learning experiences. We help publishers and institutions turn textbooks and syllabi into ready-to-use courseware for seamless digital adoption at scale. With a focus on accessibility and impact, we combine smart technology with hands-on support to simplify content delivery so our partners can focus on growth.

Fullglass is an Equal Opportunity Employer. We celebrate diversity and are committed to building an inclusive environment where all team members can thrive and bring their best selves to work.