[Hiring] Pooled Customer Success Manager @Everway

Role Description

As a Pooled Customer Success Manager (CSM) at Everway, you will primarily engage in programming - focusing on scalable, high-impact activities designed to support a broad portfolio of educational customers. In this role, you’ll deliver value to customers through:

• Cohorted webinars
• Timely interventions based on usage data
• Resources that empower customers to achieve success independently

While you’ll manage a few high-touch customer relationships, most of your work will center on delivering just-in-time support and fostering success at scale.

Main Responsibilities

• Host cohorted webinars and virtual workshops to deliver timely, targeted training to groups of customers, addressing common needs and promoting best practices.
• Monitor customer usage and engagement metrics to identify accounts needing intervention, following up with personalized guidance or additional resources.
• Develop and share scalable resources, such as tutorials, help articles, and video guides, to enhance customer understanding and support self-service learning.
• Engage in proactive communications to address common inquiries, share feature updates, and drive consistent product engagement across a wide customer base.
• Build positive relationships with high-touch customers, providing specialized support as needed to help them reach key milestones and success metrics.
• Actively gather and share customer feedback with internal teams to inform product enhancements and ensure alignment with customer needs.
• Document interactions, success stories, and key metrics in our Customer Success Platform, ensuring accurate tracking for reporting and insights.
• Coordinate with Sales and Product teams to surface expansion opportunities and facilitate a smooth handoff for upsells or cross-sell discussions.
• Conduct periodic account reviews for key clients, sharing insights on progress, usage trends, and opportunities for additional impact.

Qualifications

• Experience in educational settings, especially K-12 or higher education, with a focus on improving learning outcomes.
• Strong organizational skills, with the ability to efficiently manage high-volume interactions and program multiple engagements simultaneously.
• Excellent communication and presentation skills, particularly in virtual settings such as webinars or online trainings.
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and data-driven decision-making to track engagement and identify support needs.
• Ability to create and deliver scalable content, ensuring consistent and effective support for a diverse customer base.

Requirements

• Familiarity with EdTech products and a passion for helping educators and administrators leverage technology to drive success.
• Proven ability to design and implement engagement strategies that align with customer needs and goals.
• Knowledge of instructional practices, current educational trends, and common challenges in educational technology adoption.
• Bachelor’s degree or equivalent experience in education, business, or a related field.

Benefits

• Competitive salary with bonus opportunities
• Flexible work schedules
• Comprehensive health and wellness benefits
• Flexible time off plans
• Career growth through development programs
• Collaborative, innovative culture where your ideas matter