Customer Success Manager

Novel Effect, Inc.; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k)

Flexible vacation policy

Amazing teammates

Impactful work in education

Job summary

Novel Effect, Inc. seeks a Customer Success Manager with an education background to support school and district customers post-sale. You will guide rostering, onboarding, and adoption, delivering PD and resources to educators and administrators.

You will monitor usage, nurture relationships, and identify expansion opportunities, collaborating with Sales, Support, and Product to ensure successful launches and sustained value across districts.

Qualifications

• Experience supporting school or district implementations.
• Ability to facilitate professional development for educators.
• Strong relationship-building and project-management skills.

Responsibilities

• Own post-sale relationship with school and district customers.
• Guide rostering, onboarding, and access for educators.
• Develop onboarding plans with milestones and proactive follow-up.
• Monitor usage and engage customers to prevent churn.
• Collaborate with Support, Product, and Content on feedback and issues.

Skills

Education background

Educator training

Relationship building

Onboarding & adoption

Communication

Organization

Data-driven discussions

Cross-functional collaboration

Education landscape knowledge

Education

Education background

Job description

Novel Effect is here to help parents and educators find more joy, learning, and connection with their children and students as they read aloud together. It’s incredibly fulfilling to know that your work supports grown‑ups as they guide children on their path to literacy, and brighter futures. We care deeply about our mission and take pride in our commitment to children and their grown‑ups.

WHO WE ARE

We are dreamers, musicians, educators, librarians, artists, parents, and entrepreneurs who are serious about making read‑alouds magical for children to instill a lifelong love of reading!

WHY JOIN US

Our unique form of storytelling brings the story to life, engaging and capturing the imaginations of children and their grown‑ups. We are a highly cross‑functional team that believes every child is full of potential and that more well‑read children in the world will create a better future for us all.

If you are the type that likes to have fun, is willing to jump in and learn, is passionate about children and education, and is committed to making an impact – join us. We offer competitive salaries, stock options, 401K, healthcare benefits, unlimited vacation, and flexible working hours; we are location agnostic.

At Novel Effect, we value creativity, collaboration, communication, and an eagerness to learn. We’re committed to a supportive work environment where diversity of perspectives and ideas are encouraged.

POSITION OVERVIEW

This is a remote position with an annual salary range of $70,000-$90,000. You’ll report to the Head of Sales & Customer Success and work closely with colleagues across Novel Effect to help schools and districts launch successfully, build lasting reading routines, and expand their impact.

ABOUT THE ROLE

Novel Effect seeks a Customer Success Manager with an education background and deep familiarity with Novel Effect to help our school and district customers succeed. You’ll own the customer relationship after the sale, guiding customers through rostering, onboarding, and adoption. From helping a school launch its plan to delivering professional development for a district, you’ll make it easy for educators to incorporate Novel Effect into their reading routines and curriculum.

Your primary measure of success will be the percentage of customers who successfully complete onboarding, with additional responsibility for net revenue retention and expansion. Working alongside the Head of Sales & Customer Success, you’ll build strong customer relationships, demonstrate ongoing value, and identify opportunities to grow adoption across schools and districts.

WHAT YOU BRING

• An education background and a strong understanding of the realities of working in schools and districts.
• Deep familiarity with Novel Effect, including how educators use it to enrich read‑alouds and support literacy goals.
• Confidence facilitating professional development and presenting to educators, librarians, and school or district leaders.
• The ability to translate customer goals into practical implementation and adoption plans.
• Strong relationship‑building skills, with an empathetic, proactive approach to helping customers succeed.
• Exceptional organization and follow‑through across multiple accounts, timelines, and priorities.
• A driven, collaborative working style and comfort taking ownership of customer outcomes.
• Comfort using customer data and product usage insights to guide conversations and prioritize support.
• Clear written communication skills and the ability to create useful, engaging customer resources.

ADDITIONAL EXPERIENCE

Experience supporting school or district implementations, managing customer accounts, or leading educator training is especially valuable.

IMPLEMENTATION AND CUSTOMER RELATIONSHIP

• Own the post‑sale relationship with school and district customers, serving as a trusted partner and primary point of contact throughout the duration of their contract.
• Coordinate a smooth handoff from the Sales Team and guide customers through rostering, account setup, and access so educators can get started with confidence.
• Build clear onboarding plans with milestones and proactive follow‑up to resolve barriers and help every customer reach a successful launch.
• Monitor usage and engagement throughout the duration of the contractto identify customers who need additional support, and proactively work with customer points of contact to review progress and develop action plans that support their goals.
• Coordinate with Support, Product, and Content to resolve issues and share customer feedback.

PROFESSIONAL DEVELOPMENT AND ADOPTION

• Plan and deliver engaging virtual onboarding and professional development sessions that support adoption and help customers incorporate Novel Effect into existing read‑aloud routines, instructional practices, and curriculum.
• Create practical launch materials, staff communications, guides, and other resources to support engagement within a school or district.
• Equip school and district champions with tailored guidanceto build staff enthusiasm and sustain adoption beyond the initial launch.

EXPANSION AND ACCOUNT GROWTH

• Partner with the Head of Sales & Customer Success to identify and pursue expansion opportunities within existing accounts.
• Help customers prepare for renewal by connecting their experience and usage to the value of their Novel Effect plan.
• Recognize opportunities to bring Novel Effect to additional educators, schools, students, and families.
• Build relationships with customer champions and decision‑makers who can support broader school or district adoption.
• Connect expansion recommendations to demonstrated customer needs, successful implementation, and opportunities for greater impact.

CUSTOMER INSIGHT AND CONTINUOUS IMPROVEMENT

• Become Novel Effect’s internal expert on the full customer lifecycle: what they need, what holds them back, and which communications help them move forward
• Track and analyze key funnel metrics including email open rates, product usage data, campaign performance, and customer feedback to identify opportunities and refine journeys
• Test messaging, design, timing, audiences, and calls to action to improve engagement and conversion
• Monitor churn signals to identify low‑engagement users segments and deploy engagement or win‑back campaigns before users lapse
• Share insights with Product and Sales & Marketing to inform product experiences, positioning, and customer support

HOW SUCCESS WILL BE MEASURED

• Primary KPI: Percentage of customers who successfully complete onboarding, measured against agreed milestones for setup, rostering, launch, and readiness to use Novel Effect.
• Secondary KPI: Net revenue retention.
• Secondary KPI: Expansion within existing customer accounts.

BENEFITS

• Company provided health, dental, and vision insurance
• 401(k)
• Flexible vacation policy
• Amazing teammates
• You get to bring good to the world, enriching the lives of educators and families and inspiring children to love reading