Customer Experience Manager

AJAIA; Fort Lauderdale (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Competitive base salary + performance-

Professional development opportunities

Job summary

RDAI Labs in Fort Lauderdale is seeking a Customer Experience Manager to own the customer journey from onboarding to ongoing success. You will work directly with teachers, school leaders, and district tech teams to maximize value from Ethos Intelligence.

You will build relationships, troubleshoot issues, and help shape product improvements through customer feedback, while partnering with Product and Engineering to ensure delightful user experiences.

Qualifications

• Bachelor's degree or equivalent experience.
• 3–6 years of experience in SaaS customer success or EdTech support.
• Strong written communication to explain software to non-technical users.
• Ability to troubleshoot product issues and guide users to solutions.
• Experience using SaaS platforms and help desk tools.
• Excellent organizational skills and ability to manage multiple issues.
• Customer-first mindset and commitment to high-quality user experiences.

Responsibilities

• Own the customer journey from onboarding to ongoing success.
• Collaborate with teachers, school leaders, and district tech teams.
• Serve as the bridge between customers and Product/Engineering.
• Proactively improve support resources and knowledge bases.
• Gather feedback to influence product direction and enhancements.

Skills

Customer success

SaaS support

EdTech platform experience

Written communication

Troubleshooting

Organization

Customer-first mindset

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Intercom

Help Scout

Job description

Position Overview

RDAI Labs develops practical, ethical AI solutions for education through its flagship platform, Ethos Intelligence, which helps teachers, students, and school districts integrate AI into everyday learning. Our products are already supporting one of the largest K-12 school networks in the United States, serving more than 80,000 students, 5,000 teachers, and 100 schools, with continued growth ahead.

As the Customer Experience Manager, you will own the customer journey after the sale, from onboarding and product adoption to ongoing support and customer success. You will work directly with teachers, school leaders, and district technology teams to ensure they get the most value from Ethos Intelligence while serving as the bridge between customers and our Product and Engineering teams.

This is a proactive, customer-facing role focused on building relationships, solving problems, improving support resources, and helping shape the future of our products through customer feedback.

• Bachelor's degree or equivalent experience
• 3–6 years of experience in one or more of the following areas:
  • Customer success or customer support in a SaaS environment
  • Product support or technical customer care
  • EdTech platform support or implementation
• Strong written communication skills with the ability to clearly explain software functionality to non-technical users
• Demonstrated ability to troubleshoot product issues and guide users through solutions
• Experience using SaaS platforms and help desk tools
• Strong organizational skills and ability to manage multiple customer issues simultaneously
• Customer-first mindset and commitment to high-quality user experiences

Preferred Requirements

• Experience supporting EdTech or K-12 education technology platforms.

• Familiarity with AI tools or generative AI applications.
• Experience working with ticketing platforms such as Zendesk, Intercom, Help Scout, or similar tools
• Familiarity with prompt design, API integrations, or SaaS troubleshooting workflows
• Experience creating help center documentation or knowledge bases
• Ability to reproduce bugs and clearly document technical issues

• Competitive base salary + performance incentives
• Professional development opportunities