Customer Success Manager

Paycom - ATS; Alabama; On-site; USD 75,000 - 85,000; Full time

Benefits offered by this job

Health Insurance

Disability Insurance

Work From Anywhere Policy

Paid Parental Leave

Free CL products for employees

Job summary

Carnegie Learning seeks a Customer Success Manager to work with educators, administrators, students, and communities. You will guide customer implementations, monitor progress, and advocate for user-centered product delivery across internal teams.

The role emphasizes travel within the territory and close collaboration with sales and product teams to promote successful outcomes. Applicants should have a 4-year degree (Masters preferred) and 5+ years in education administration or customer

Qualifications

• Bachelor degree in Education or related field is required.
• Master's degree in Education Administration, Business, or related field is preferred.
• Five or more years of experience as an Education Administrator, Customer Success Manager, or similar role.
• Residence within the designated territory states is required.
• Understanding of K-12 district and school technology including LMS, SIS, and digital curricular apps.

Responsibilities

• Establish and maintain a key partnership team for each account to ensure a successful implementation and user experience.
• Facilitate customer onboarding with implementation goals and action plans.
• Manage delivery of Carnegie Learning products in line with goals and plans.
• Identify customer needs and prescribe actions and resources for ongoing use of products.
• Analyze usage metrics to track progress toward implementation goals.
• Schedule regular status meetings with the partnership team to review progress and next steps.
• Communicate with stakeholders and stay informed on trends affecting renewals and expansions.
• Maintain complete profiles of designated customers and collaborate across departments.
• Support the sales team in pre-sales activities and piloting opportunities.
• Guide pilot process to ensure seamless experiences aligned to identified needs.

Skills

Relationship building

Communication skills

Time management

Conflict resolution

Education

Bachelor's degree in Education or related field

Master's degree in Education Administration, Business, or related field (preferred)

Tools

LMS / SIS knowledge

Digital curricular applications

Job description

Job Details: Job Location: Territory - East US - AL, Position Type: Full Time, Education Level: 4 Year Degree, Salary Range: $75,000.00 - $85,000.00 Salary, Travel Percentage: At least 25%, Job Shift: Any, Job Category: Customer Success,

Customer Success Manager

The Customer Success Manager (CSM) will work closely with customers to ensure a successful user experience for all stakeholders: administrators, teachers, students, and other community members. Through consistent communication and interactions, the CSM will identify customer needs, guide the development of customer implementation goals, and facilitate regular check-ins to gauge progress and needs. The CSM will provide customer feedback to and work closely with other Carnegie Learning departments to promote and inform the development and delivery of customer-centered products and services.

Currently residing within one of these states within the territory: Alabama, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Vermont, Virginia, West Virginia, Wisconsin.

WHAT YOUR DAY WILL LOOK LIKE

• Establish and maintain a key partnership team for each account to ensure a successful implementation and user experience with Carnegie Learning products.
• Facilitate customer on-boarding, including the development of implementation goals and related action plans.
• Manage the delivery of Carnegie Learning products in alignment with implementation goals and action plans.
• Proactively identify customer needs and prescribe additional action items and resources to ensure continued and sustainable use of the product and services.
• Analyze customer usage metrics to track product implementation, success and progress towards implementation goals.
• Schedule and facilitate regular status meetings with the key partnership team to share data, review implementation progress and identify next steps.
• Communicate regularly with key stakeholders and remain informed of national and local trends in education and funding to influence product renewals and expansions.
• Maintain complete and accurate profiles of designated customers.
• Develop and use collaborative relationships across all internal departments to represent the customer perspective and influence the development of customer-centered products and processes that ensure intuitive and appropriate user experiences.
• Facilitate internal conversations with customer teams to maintain collaboration across all customer-facing services and ensure overall alignment to customer needs.
• Support the sales team in pre-sales activities, including managing pilot opportunities, to ensure customers have the necessary and appropriate resources and experiences to inform their decisions.
• Guide the implementation of Carnegie Learnings pilot process to ensure all piloting accounts are provided with a seamless experience with Carnegie Learning products and services that are aligned to identified needs.
• Perform other duties as designed.

This position requires up to 50% travel.

WHAT SHOULD BE IN YOUR BACKPACK

• Bachelors degree in Education or related field
• Masters degree in Education Administration, Business, or related field (preferred)
• Five (5) or more years of experience as an Education Administrator, Customer Success Manager, or similar role
• Currently residing within one of these states within the territory: Alabama, Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Kentucky, Maine, Maryland, Massachusetts, Michigan, Mississippi, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Vermont, Virginia, West Virginia, Wisconsin
• Understanding of K-12 district and school technology, including LMS, SIS, and use of digital curricular applications
• Exceptional ability to efficiently build and maintain trusting relationships with customers
• High attention to detail, solution-oriented mindset, and ability to advocate for our customer
• Professional presence and demonstrated ability to present to stakeholders at multiple levels including senior leadership
• Highly organized with strong planning and time management skills
• Excellent interpersonal skills, ability to communicate professionally, persuasively, and confidentially over phone, e-mail and in-person
• Capable of navigating and mediating conflict while being able to foster honest dialog

WHAT GIVES US PURPOSE

Others teach what; we teach why. For over 25 years, Carnegie Learning has developed solutions that help students achieve Aha moments and set them up for long-term learning success. We’re driven to find new, better ways to support teachers and reach more students, so we put our leading cognitive science research and real-world insights into solutions for how students think, learn, and do their best. This is a key part of our commitment to helping teachers spark student curiosity.

WHAT WE PROVIDE

Holistic Wellbeing

• An inclusive range of Health Insurance options
• Short-Term and Long-Term Disability Insurance at no cost to you

Fostering Joy

• Flexible work arrangements with our Work From Anywhere Policy
• Your Time, Your Way - paid time off that you can use as you see fit to recharge and nurture your personal life

Empowering Parenthood

• Paid Parental Leave
• Reduced working hours on full pay for soon-to-be and new parents
• Free access to CL products for employees and their children

A Place for Connection

• Quarterly Wellness Incentives
• Monthly employee activities + recognition program
• Employee Allyship Groups (EAGs)

WHAT WE BELIEVE

We celebrate the unique attributes, characteristics, and perspectives that define each person's individuality. This fusion of perspectives enriches our collective knowledge, foster innovation, and empowers us all. Together, we can collectively and more effectively address issues that face our business and industry.

Carnegie Learning is an Equal Opportunity Employer, including veterans and individuals with disabilities.