Customer Success Manager (CSM): Northeast Region - 60K base + 35K Commission + Equity - SAM Labs

We are looking for a Customer Success Manager (CSM) to partner and support school districts in implementing our STEAM products in various classrooms and settings across the Northeast Region of the United States.

Driven by passion, data, and collaboration, we are on a mission to be the leading player in the future of education. As a CSM in our Customer Success team, you will play a crucial role in our continued growth and success. 

This role will be based remote, from your home, and covering your designated territory of the Northeast Region. Given that we have further teams across the USA, Europe, and the rest of the world, you will be working in a truly global environment.  

At SAM Labs we are optimists. We value creativity, action, hard work, ownership, transparency and fun. If you do too, join us!

More about the Role:

• Engage & Connect

• Own the communication with customer districts, schools and teachers in your region post-sale
• Engage with and build relationships with stakeholders at all levels (teacher to district administrator) 
• Continuously support all teachers using SAM Labs to ensure successful implementation, active usage, and meaningful student experiences
• Understand the goals and vision of our customers and help them achieve those through their customer journey
• Retain & Grow
• Retain customer accounts and retain subscription revenue through renewals
• Identify and grow the value of customer accounts through upsell and cross selling opportunities
• Identify and lead expansion opportunities to new schools in customer districts 
• Learn & Respond
• Manage and act upon tasks in our CSM platform in a timely manner
• Collect, analyze and act on data about customer usage, implementation, engagement, survey responses, etc.
• Understand and interpret product usage data and use this to provide interventions and support where needed
• Support & Training
• Lead Success Planning meetings and check-ins with customers in your territory to ensure they are reaching their STEAM milestones and goals
• Lead virtual and in-person professional development sessions 
• Know our expansive content inside-out and point teachers towards what they need and recommend best practices to achieve their goals (i.e. alignment maps, lesson adaptations, etc.)
• Listen & Advocate
• Be the voice of the educator in the company and in the product
• Respond to customer inquiries for support in a timely manner
• Share customer feedback and insights with the wider team
• Cultivate and share success stories with customers in your region

You

• Are based in the Northeast Region of the United States (CT, DE, ME, MD, MA, NH, NJ, NY, PA, RI, VT)
• Have 1-2 years of experience working in Ed Tech, Customer Success, Sales, Account Executive, or Account Management
• Have taught STEAM and/or Coding in Elementary or Middle School for at least 2 years in the past 5-7 years
• Have a customer-centric attitude and are obsessed over the details of the customer experience & journey
• Have an agile, data-driven, and proactive approach to support customers
• Are comfortable training teachers and administrators across the district and school levels
• Are excited to support teachers by co-teaching or modeling lessons and activities in the classroom
• Are passionate about the direct K-12 school market and are always ready to go the extra mile 
• Thrive in the dynamic environment of a start-up
• Are comfortable utilizing tech platforms to manage and react to customer data and information 
• Are willing to travel across your region (up to 35% of the time) to train, support teachers in their classrooms, and meet with district leaders
• Have excellent writing, presenting, and conversational skills
• Are able to multitask, prioritize and manage time effectively 
• Are experienced in and/or have a passion for STEAM & Coding 

The Process (Stage Gates)

• Application Review (Cover Letter & Resume)
• Video Submission
• Sample Job Assignment (drafting a customer journey plan with timeline, goals, expansion; drafting an intervention plan)
• Presentation and Interview with manager- Director of Customer Success
• CEO interview