Customer Success Manager

About Branching Minds

Branching Minds aims to empower educators to comprehensively and fairly support their students' academic and personal growth. Currently aiding over 1.5 million students across 400+ school districts in 40 states, the company strives to be the foremost national solution for K-12 districts in delivering high-fidelity MTSS/RTI, cutting down teacher planning time, enhancing student outcomes, and closing achievement disparities.

The organization champions innovation in educational solutions and business practices and operates as a Benefit Corporation emphasizing mission alongside profit, fostering transparency, collaboration, initiative, and meaningful impact.

Role Overview

The Customer Success Manager will be integral in overseeing the full customer lifecycle by blending account management, consulting, project management, direct support, product oversight, and professional development coordination. Reporting to the Director of Customer Success, you will help design positive experiences that enable sustainable success for school and district partners.

Key Responsibilities

• Act as the trusted primary contact and advisor for assigned school and district partners.
• Manage the full customer journey from onboarding through renewal, including kickoff and customization meetings, regular check-ins, progress assessment, cross-sales, and renewal discussions.
• Collaborate closely with district partners to understand their specific goals, working alongside sales, implementation, services, product, and marketing teams to create success strategies that yield lasting improvements.
• Develop customer journeys and engagement initiatives using the ChurnZero platform; track customer health indicators and milestone progression.
• Drive Branching Minds adoption and usage to maximize customer value, satisfaction, and reduce churn across account portfolios.
• Conduct regular calls and annual reviews with school and district leadership to present success metrics and identify areas for growth.
• Serve as an advocate for partner needs, liaising with internal teams to inform product and service enhancements.
• Spot opportunities for advocacy such as case studies, referrals, and webinars to showcase partner achievements and innovation.
• Monitor usage and health data, proactively flagging issues and coordinating with leadership for support when necessary.
• Oversee contract renewals within the CRM system, managing processes, quoting, and expansion collaborations with sales.
• Offer direct, multi-channel support including live chat, emails, calls, platform demonstrations, webinars, and occasional onsite visits.
• Utilize data insights to identify pain points and iterate on the customer experience for continuous improvement.
• Expand expertise in MTSS best practices and product knowledge to guide customers towards improved outcomes.
• Perform other duties as assigned.

Who We Are Looking For

• Excellent relationship builder with prior experience in client-facing roles involving problem resolution and management.
• Strong project manager capable of handling detailed tasks and juggling priorities effectively.
• Tech-savvy and eager to become an expert user of Branching Minds' platform.
• Passionate about educational equity and supporting learners facing challenges.
• Comfortable working independently and collaboratively in a dynamic, fast-paced startup environment.
• Experience in client engagement, project management, K-12 education, or edtech sectors is preferred.

Additional Preferred Qualifications

• Prior roles in success management, client relations, or project coordination.
• Familiarity with K-12 education or educational technology fields.
• Experience using Branching Minds' solutions is a plus.

Interview Process

• Initial 30-minute screening with a Customer Success Manager.
• 30-minute detailed interview with the Director of Customer Success.
• Final 60-minute interview with the team, including a 20-minute presentation.

Compensation and Benefits

• This position offers a base salary ranging from $75,000 to $85,000 annually, dependent on experience, skills, and location.
• Fully remote work arrangement.
• Collaborative, mission-focused team tackling impactful educational challenges.
• Opportunity to significantly influence customer relations and success strategies.

Culture and Values

Branching Minds values independence, learning, initiative, collaboration, and inclusivity. Its atmosphere is casual, supportive, agile, and respectful, embodying a shared dedication to making a positive impact in education.

Diversity and Inclusion

The company is committed to fostering an equitable and inclusive workplace, welcoming people from various backgrounds and identities. It’s an equal opportunity employer promoting diversity, equity, and inclusion.

Accessibility and Compliance

Branching Minds supports disability inclusion by providing reasonable accommodations during hiring. It participates in the E-Verify program to ensure employment eligibility compliance. The workplace is Great Place To Work® Certified™.