Customer Success Manager - EdTech

About Infobase

Infobase builds tools and content that help schools, libraries, and other organizations make better-informed choices. For many years, its resources have supported information literacy and helped learners gain skills that remain valuable beyond the classroom. The company is expanding the team that supports these products and services.

Role Overview

The Customer Success Manager will focus on protecting and growing revenue from a portfolio of key accounts. This role manages incoming requests from important customers, runs targeted outreach to deepen engagement, and works toward strong satisfaction and renewal outcomes. Compensation includes a fixed salary plus performance-linked commission.

Key Responsibilities

• Meet renewal goals for key accounts and help protect assigned revenue.
• Partner with business development to encourage upsell and cross-sell opportunities within the existing customer base.
• Respond quickly and professionally to requests from key account customers.
• Develop durable customer relationships and stay closely aligned with client needs and concerns.
• Create and manage an annual activity plan aimed at improving satisfaction and product usage.
• Carry out the renewal workflow assigned by leadership, including follow-ups with non-renewing customers, requests for purchase orders, invoice coordination, and related administrative steps needed to close renewals and support effective product use.
• Run focused outreach campaigns for renewals and other customer issues outside the renewal cycle.
• Work with the direct manager to share ideas on how marketing can better drive usage and satisfaction.
• Own the renewal target for the assigned market and track progress against budget.
• Review usage trends and turn them into insights that help improve retention and adoption.
• Coordinate with the supervisor to resolve customer issues quickly and maintain a high service standard.
• Keep customer records accurate, current, and well documented.
• Prepare status reports and provide regular account updates to management.
• Support onboarding as needed to ensure smooth client transitions and a strong first experience.
• Deliver or support product training and demonstrations to help clients meet and sustain usage goals.
• Help with strategic accounts, multi-market accounts, and ILC accounts when assigned.
• Identify customers that may be at risk and work with the team lead on actions to improve usage.

Skills and Abilities

• Understanding of the EdTech sector, including its current trends and challenges.
• Strong written and verbal communication skills.
• Analytical thinking and problem-solving ability.
• Good organization and time management across multiple accounts.
• Relationship management and client engagement skills.
• Professional handling of complaints, inquiries, and service requests.
• Ability to collaborate effectively across teams.
• Adaptability in a changing customer and market environment.
• Documentation accuracy and disciplined record keeping.
• Comfort using software and tools for account tracking and documentation.

Qualifications

• A bachelor’s degree in Business, Education, or a closely related discipline is required.
• At least 2 years of experience in a similar role is required.
• Prior experience in EdTech is preferred.

Benefits

This full-time position comes with a complete benefits package, including health, dental, vision, a 401(k) plan, and generous paid time off.

Equal Opportunity Statement

Infobase is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other status protected by law.

Hiring Process Note

The company may use AI-based tools to assist with parts of the hiring process, such as screening applications, reviewing resumes, or evaluating responses. These tools support the recruitment team and do not replace human judgment. Final hiring decisions are made by people. If you want more information about data handling, you may contact the company directly.