Customer Success Manager

About Kira

Kira is working to reshape learning with AI that helps teachers deliver individualized education at scale. Supported by leading investors, the company is powered by a team focused on using technology to improve education.

Role overview

The Customer Success Manager acts as the link between customers and the product, making sure schools, districts, and partners achieve clear, measurable results. This position is especially important as pilot programs expand and the customer base grows, because the CSM can be the difference between basic product use and full institutional adoption.

This is a relationship-driven, outcomes-focused role that collaborates closely with Sales, Professional Development, Support, Marketing, Product, and Executive Leadership to help customers succeed, renew, and expand.

Pre-sales and onboarding partnership

• Work alongside Sales in early customer discussions to understand goals, desired outcomes, and what success should look like before a contract is finalized.
• Join late-stage sales conversations and transition meetings to create a smooth handoff from Sales to Customer Success.
• Create and keep updated a success plan for each account, including goals, milestones, key stakeholders, and success measures from the beginning.

Pilot management and early adoption

• Manage the full experience for pilot and active customers, with a strong focus on helping them reach first value quickly.
• Set up and run structured pilot and adoption plans with defined timelines, measurable outcomes, check-in schedules, and success criteria.
• Spot adoption blockers early and work to remove them, escalating internally when needed.
• Capture lessons from pilot programs to help improve the broader customer experience.

Relationship management

• Serve as the main contact and trusted advisor for the assigned account portfolio.
• Keep communication consistent and proactive through scheduled check-ins, business reviews, data reviews, and outreach tied to risks or opportunities.
• Build relationships with multiple stakeholders within each account, including users, administrators, curriculum leads, and decision-makers.
• Bring executive sponsors from the leadership team into important customer relationships when it adds strategic value and reinforces long-term commitment.

Cross-functional collaboration

• Advocate internally for customer needs and feedback across Product, Professional Development, and Support.
• Coordinate with the Professional Development team so training sessions and PD programs drive real adoption.
• Partner with Support early and collaboratively when technical or operational issues come up, ensuring quick resolution and clear updates to customers.
• Share trends across your portfolio with Sales, Product, and Leadership to help shape product priorities and go-to-market decisions.
• Work with the Implementation Specialist during onboarding to stay aligned on technical setup and integrations, ensuring continuity from day one.
• Act as the customer-facing bridge to the Implementation Specialist for post-launch technical questions and timely issue resolution.

Customer journey and product adoption

• Guide customers through the full journey from onboarding and early adoption to implementation and expansion.
• Track product usage and engagement indicators to identify healthy accounts as well as accounts at risk.
• Build customized adoption plans that meet each customer’s current stage and help them move toward durable, sustained product use.
• Teach customers about new features, best practices, and use cases that increase the platform’s value.

Renewal and expansion

• Own the renewal workflow for your portfolio and ensure customers are prepared for renewal conversations well before contract end dates.
• Maintain renewal deal information in the CRM so the renewal and sales teams have full pipeline visibility.
• Identify and grow expansion opportunities such as added seats, more schools or grade levels, or adjacent products, working with Sales.
• Lead regular business reviews or QBRs that connect product usage to customer outcomes and support renewal and growth discussions.

What we're looking for

We are seeking someone with 3 to 6 years of experience in Customer Success, Account Management, or a similar client-facing function, preferably in EdTech, SaaS, or another mission-driven setting. Experience working with K-12 schools, districts, or education institutions is strongly preferred. The ideal candidate has managed pilots, onboarding programs, or early-stage customer relationships successfully and is known for building trust quickly and maintaining it over time.

You should be highly organized, able to manage several accounts and priorities at once, and communicate clearly and confidently in writing and speaking. Comfort using CRM systems such as HubSpot, usage dashboards, and customer data is important, along with a collaborative, resourceful approach to solving problems across teams. A self-starter mindset, strong bias toward action, and genuine commitment to improving educational outcomes are key to succeeding in this role.

Compensation and benefits

• Base pay of $100,000 to $130,000, plus meaningful equity.
• Medical, dental, vision, and life insurance, including a medical plan with 100% employee coverage.
• Daily lunch credit through DoorDash while in the office, plus free DashPass for work or personal use.
• Company-paid Wellhub membership with access to gym networks, wellness apps, and coaching for fitness, mental health, nutrition, and sleep.
• 401(k) matching.
• Pet-friendly office environment.

Equal opportunity employment

Kira is committed to providing a respectful workplace with equal employment opportunity for all applicants. Hiring decisions are based on qualifications, merit, and business needs, without regard to protected characteristics under applicable law.

Background check

A conditional offer may be made in accordance with local, state, and federal laws, followed by criminal, education, and employment history checks.