We are looking for candidates in the Midwestern United States.
RequirementsCustomer Onboarding & Adoption- Partner with Tech Support & Implementation to support customers through post-sale onboarding and implementation, ensuring alignment on customer goals, key milestones, responsibilities, and next steps.
- Maintain customer communication throughout onboarding, helping school and district stakeholders understand the implementation process and ensuring they have visibility into progress.
- Establish a strong customer relationship early in the partnership, building an understanding of the school's goals, expectations, and priorities for its SmartLab program.
Relationship & Account Management- Serve as the primary owner of the customer relationship, building trust with stakeholder groups to strengthen engagement, sustain program continuity, and maintain alignment on the value of SmartLab.
- Collaborate with territory Sales reps through regular account syncs, keeping Sales informed on account health, key stakeholder changes, and emerging opportunities to ensure a unified, coordinated approach to each customer.
- Schedule and communicate regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI to administrators, STEM coordinators, and other district stakeholders
- Develop and maintain an understanding of each customer's decision-maker journey, including their goals, priorities, key stakeholders, decision-making processes, and evolving needs throughout the SmartLab partnership.
Retention, Expansion & Advocacy- Proactively forecast renewal risk using data signals from HubSpot, Salesforce, and customer feedback.
- Identify and qualify expansion opportunities by understanding each school's evolving needs and growth potential.
- Develop and execute customer success and renewal plans that demonstrate the value of SmartLab's integrated STEM ecosystem and support long-term customer partnerships.
- Cultivate customer advocates and identify opportunities for references, testimonials, case studies, and participation in SmartLab events or professional learning initiatives.
Issue Resolution & Support Escalation- Take ownership of customer concerns and coordinate with Tech Support, Facilitator Success, Product, and other internal teams to drive customer-impacting issues toward resolution.
- Maintain transparent communication loops with customers during escalations.
Voice of the Customer & Continuous Improvement- Log qualitative feedback and feature requests in Salesforce and other designated systems.
- Share trend insights with Product and Marketing teams to influence roadmap and messaging.
- Advocate for the needs of SmartLab schools and districts while balancing customer priorities with company goals and available resources.
Data Hygiene & Reporting- Maintain accurate and timely Salesforce records of customer engagements, opportunities, contacts, and key account activities, ensuring information is documented to support effective account management and cross-functional collaboration.
- Communicate account status, customer risks, renewal progress, and opportunities for growth to Customer Experience leadership and relevant internal teams.
- Leverage Monday.com dashboards to track project milestones and communicate status internally.
Education & Experience Required- Bachelor's degree or 5+ years of relevant experience in Customer Success, Account Management, or K-12 EdTech implementation.
- Proven track record with renewals in a subscription/SaaS or curriculum-as-a-service environment.
- Deep familiarity with U.S. K-12 buying cycles, funding sources, and classroom dynamics.
- Excellent virtual facilitation, presentation, and storytelling skills.
- Strong data orientation-comfortable building reports in Salesforce and interpreting engagement analytics.
- Ability to work independently in a fully remote, distributed team; strong asynchronous communication habits.
- Prior teaching or district-level instructional coaching experience preferred.
- Experience with ChurnZero, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).
- Exposure to STEM or project-based learning pedagogies preferred.
- Formal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping preferred.
- Travel up to 15% primarily for on-site school launches, regional conferences and company events.
Benefits- Health Care Plan (Medical, Dental, Vision, Ancillary)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation & 14 Paid Holidays Annually)
- Family Leave (Maternity, Paternity)
- Short Term & Long Term Disability Options
- Salary range: $75k-$95k
