Customer Success Manager (Fully Remote)

About Branching Minds

Branching Minds is dedicated to empowering educators to efficiently and equitably support the holistic needs of their students, helping every learner achieve academic and personal success. Supporting over 1.5 million students in 400+ districts across 40+ states, we strive to be the leading national K-12 solution for MTSS/RTI, focused on saving teachers' planning time, enhancing student outcomes, and closing achievement gaps.

Operating as a Benefit Corporation, we prioritize mission alongside profit and foster a culture of innovation, transparency, collaboration, and self-management.

Role Overview

As a Customer Success Manager, you will be crucial in optimizing the entire customer lifecycle. This multifaceted role blends account management, consultation, project oversight, direct customer support, product management, and coordinating professional development. You will report to the Director of Customer Success.

Key Responsibilities

• Serve as the trusted advisor and main contact for a portfolio of school and district partners.
• Manage customer experience from onboarding through renewal, including kickoff calls, check-ins, reviews, and renewal discussions.
• Collaborate with district partners and internal teams (sales, implementation, professional services, product, marketing) to tailor solutions and success plans for sustainable improvements.
• Create and oversee customer journeys and engagement within the ChurnZero platform, tracking customer health and milestones.
• Develop strategies to boost adoption and platform usage, increasing customer satisfaction and minimizing churn.
• Conduct regular calls and reviews with school/district leaders, reporting key metrics and exploring improvement areas.
• Represent customer needs to internal teams, advocating for feedback-driven product and service enhancements.
• Identify and encourage customer advocacy opportunities through case studies, referrals, white papers, webinars, and other initiatives.
• Proactively monitor usage, milestones, and metrics; escalate concerns to leadership as needed.
• Manage contract renewals within the CRM (Hubspot), updating statuses, preparing quotes, and coordinating expansions with sales.
• Offer direct support via live chat, email, phone, webinars, and occasional onsite visits.
• Use data insights to refine customer experience by addressing pain points and proposing solutions.
• Deepen understanding of MTSS and all Branching Minds products to guide customers effectively.

Required Qualifications

• Proven relationship-building skills with experience in customer-facing roles involving problem-solving and issue resolution.
• Strong project management abilities with great attention to detail and capacity to juggle multiple priorities.
• Comfortable with technology and eager to become an expert in the Branching Minds platform.
• A passion for education equity and improving outcomes for all learners, especially those facing challenges.
• Ability to thrive independently and collaboratively in a fast-paced, dynamic startup environment.
• Experience in client-facing, project management, K–12 education, or edtech roles is preferred.

Preferred but Not Required

• Previous success, client management, or project management experience.
• Background in K-12 education or educational technology.
• Familiarity with Branching Minds platform.

Hiring Process

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

Compensation and Benefits

• Fully remote work environment.
• Competitive annual salary ranging between $75,000 and $85,000, depending on experience and location.
• Engaging, mission-driven, cross-disciplinary team focused on meaningful educational impact.
• Opportunity to be influential in shaping customer experiences and success team practices.
• Access to a comprehensive Benefits and Perks package.

Our Culture and Commitments

We embrace values like independence, flexibility, learning, collaboration, respect, and inclusion. Branching Minds is committed to fostering a diverse, equitable, and inclusive workplace where all individuals feel welcomed and valued. We support disability inclusion and provide accommodations as needed. We are an equal opportunity employer and participate in the E-Verify program for employment eligibility verification.

We are proud to be Great Place to Work® Certified™.