Customer Success Manager (East Coast)

Great Purpose. Great People. Great Opportunities.

At Imagine Learning we empower potential by creating educational solutions that inspire boundless possibilities for every student, every day. We are passionate about innovating together to support educators in creating those special moments when students experience the joy of learning at its best.

We empower our team through a strong culture focused on career growth and development, flexible work arrangements, interesting and meaningful work, and supportive and connected colleagues. The majority of our employees enjoy the opportunity to work remotely from home within the US, or in a hybrid capacity in our offices in Tempe, AZ (headquarters), Austin, TX, Petaluma, CA, Rock Rapids, IA, Grand Rapids, MI, or Bloomington, MN.

Imagine Your Impact.

The Customer Success Manager (CSM) is a primary owner of the business relationship between the company and customer. The CSM is responsible for the customer’s success with company solutions, and is accountable for customer retention, growth and adoption, satisfaction, and stakeholder value.

Position Type: This is a regular, full-time position.

Compensation: Base pay is anticipated to be between $63,410 and $72,000 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Location: In this US-based position your location will be remote from your home office. The ideal candidate must live on the East Coast.

Travel: You can also expect up to approximately 30% travel, so be sure you have a valid driver’s license and automobile insurance and a clean driving record for at least the preceding 39 months.

Benefits: Eligible employees may receive the following benefits-

• 401k plan with a company match
• Flexible work schedules and work from home opportunities that foster work/life balance
• Employee referral bonuses
  
  

Additional benefits available to eligible full-time and partial full-time employees (partial full-time employees receive prorated benefits), include:

• Multiple health, dental, and vision plans, including medical plans with zero employee premiums
• 16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day
• Paid Time Off
• Maternity and Fertility benefits
• Paid bonding leave when a new child joins your family
• Life and short and long-term disability insurance
• Pre-tax savings plans
• Paid volunteer hours and annual giving events
• A wide variety of professional development programs, including tuition reimbursement
  
  

Envision Your Experience.

In this role you’ll have the opportunity to:

• Grow relationships with customer stakeholders.
• Direct responsibility for customer relationships.
• Serve as an informed thought partner to customers in all issues related to implementation rollout, leading to successful adoption of company services and products.
• Analyze customer engagement data to identify implementation strengths and areas of need.
• Conduct regular customer check-ins (virtually and in person) to elicit goals from customers, provide data around progress, and keep customers informed of key related product updates as they occur.
• Develop account strategies for maintaining strong customer health, ensuring renewal and support upsell opportunities.
• Provide assistance with creating and provisioning customer sites.
• Collaborate with internal teams to drive teacher adoption and success.
• Provide onboarding support to customers to ensure that customer initial experiences with the site are successful.
• Provide input on Customer Success team processes and procedures as necessary.
• Other duties as required.
  
  

Share Your Expertise.

Experience, education, and qualifications essential for success in this role, include:

• Bachelor’s degree in related field and 4+ years of experience managing customer relationships at an education technology company; or an acceptable combination of education and experience.
• Direct and proven work experience with establishing strategic outcomes and measurements.
• Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration.
• Experience working with and presenting results to senior level executives preferred.
• Ability to quickly establish rapport with all levels of personnel, up to and including Superintendent and Chief Academic Officer.
• High-energy level demonstrated drive to succeed, and a sense of urgency.
• Ability to use and interpret data analytics and spreadsheets.
• Experience within a fast paced, growth organization is ideal.
• Excellent communication skills and analytical skills.
• This position is remote but may require up to 30% travel.
  
  

Our Commitment to Diversity, Equity, Inclusion, and Belonging (DEIB+).

Diversity and inclusivity strengthen our Imagine Learning team, enrich our lives, and help us design equitable educational experiences where learners see themselves and can also learn about people, cultures, experiences, and perspectives different from their own. We strive to hire, develop, and retain talented people who represent the diversity of the districts we serve. By developing initiatives that focus on the needs, expectations, and lives of our people, we’ve created an inclusive environment where all employees can contribute to their fullest potential.

Imagine Learning is an Equal Opportunity Employer committed to a diverse workforce, providing equal employment and advancement opportunities to qualified individuals. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, sex (including pregnancy, childbirth, lactation, or related medical conditions), gender identity or expression, transgender status (including whether or not you are transitioning or have transitioned), sexual orientation, marital status, religion (including religion dress and grooming practices), age 40 and over, physical or mental disability, medical condition, genetic information (including results of genetic testing and characteristics), veteran and/or military status, or service in the military, and any other basis or status protected under applicable federal, state, or local laws.

To all recruitment agencies: Imagine Learning does not accept agency resumes. Please do not submit candidates for consideration via our online application system, to Imagine Learning employees, or to any other organization location. Imagine Learning is not responsible for any fees related to unsolicited resumes.