US Education SaaS Customer Success Lead

Famly Denmark; Arlington (VA); On-site; USD 67,000 - 73,000; Full time

Benefits offered by this job

401k with employer match

Health insurance

Paid maternity/paternity leave

Personal development budget

Book stipend

Job summary

Famly is seeking a Customer Success Manager for our US portfolio, based in the Rosslyn, Arlington, Virginia office, with four in-person days per week. You will own onboarding, retention, renewals and account growth, guiding customers to realize value from our platform.

In this role you’ll run proactive QBRs, engage in proactive check-ins, and collaborate with the Customer Advisor team to handle high-urgency issues. You’ll become the portfolio specialist as Famly grows.

Qualifications

• Experience in customer success, account management, or related roles in SaaS.
• Experience in early childhood education or strong affinity for the sector.
• Able to manage both proactive and reactive responsibilities.

Responsibilities

• Run proactive QBRs and regular check-ins to keep customers engaged.
• Support onboarding calls for newly signed customers as needed.
• Lead ongoing training and adoption of the platform.
• Identify renewal and expansion opportunities within your portfolio.
• Step in on urgent situations for key accounts with the Advisor team.
• Consult customers on how to get real value from the platform.
• Share insights with the team to shape product and process.

Skills

Customer success

Account management

SaaS

Early childhood education

Communication

Ownership

Problem solving

Tools

HubSpot

Intercom

Jira

Job description

Famly is seeking a Customer Success Manager for our US portfolio, based in the Rosslyn, Arlington, Virginia office, with four in-person days per week. You will own onboarding, retention, renewals and account growth, guiding customers to realize value from our platform.

In this role you’ll run proactive QBRs, engage in proactive check-ins, and collaborate with the Customer Advisor team to handle high-urgency issues. You’ll become the portfolio specialist as Famly grows.