• Directly manage the customer success team, owning processes, department goals, and ongoing staff training. • Maintain customer satisfaction through proactive client communications, issue remediation, and risk assessments. • Responsible for ensuring the customer success team is building long-lasting customer relationships and fostering customer retention efforts. • Collaborate across the organization with Sales, Marketing, Product, Billing, Business Development, Design, and Development to address churn risks and increase customer retention and satisfaction. • Manage day-to-day responsive and proactive customer service. • Handle escalations of client issues. • Oversee customer inquiries for technical and marketing support on a daily basis. • Understand and be able to explain how features within our website platform and digital marketing services relate to customer needs. • Manage customer expectations and collaborate with internal teams to resolve issues efficiently and effectively. • Proactively identify at-risk accounts to minimize churn. • Serve as the customer advocate for day-to-day and escalated issues and requests. • Manage new customer onboarding, training, and execution of ongoing digital marketing services. • Oversee the onboarding and training of new and existing customers to drive adoption of services and new features. • Provide insights to customers to ensure that they get the most out of the platform with the aim of improving retention through feature adoption. • Continually improve onboarding and support processes. • Evaluate and improve documentation, FAQs, ticket system templates, and other communication infrastructure. • Collaborate with Sales on opportunities with existing clients (campaigns, support partnership pilot program customers, renewals, and expansion opportunities). • Coordinate with Marketing around marketing activities to existing clients.

• Develop and implement CS strategies that drive satisfaction, retention, and growth across institutional test prep programs. • Partner cross-functionally with Sales, Product, Operations, Implementation, and Marketing to enhance customer experience and ensure seamless program delivery. • Partner with the Director of Sales, Institutional Test Prep Programs, on strategic account planning, renewal forecasting, and growth initiatives to ensure seamless coordination between pre-sale and post-sale teams. • Partner with the VP of Customer Success to align team initiatives with company-wide strategic goals. • Build a plan with the Implementation and Product teams to launch single sign-on and other edtech integration standards for K–12 and higher education partners. • Work cross-functionally with Customer Success leadership to align strategies and build synergies across institutional markets, driving cross-sell and expansion opportunities. • Lead, coach, and develop a high-performing Customer Success team supporting test preparation programs. • Foster a culture of accountability, collaboration, and continuous learning across the Test Prep Customer Success team. • Establish shared KPIs and reporting frameworks for CSMs to monitor account health, renewal pipeline, and client engagement. • Work closely with the Director of Sales to ensure consistent communication, unified account strategy, and aligned messaging across all institutional relationships. • Lead renewal management efforts across the teams to meet retention and growth goals. • Serve as a strategic advisor and primary contact for select key institutional partners, ensuring exceptional service delivery, proactive communication, and measurable student outcomes. • Oversee the full customer lifecycle—from onboarding to engagement, renewal, and expansion. • Build strong relationships with administrators and decision-makers to promote advocacy and long-term partnership growth.

• Manage a portfolio of institutional partners, serving as the primary day-to-day point of contact and trusted advisor. • Support the full customer lifecycle, including onboarding, implementation, training, engagement, renewal, and expansion. • Consult with institutional partners on best practices for promoting awareness, participation, and student success in graduate test prep programs. • Build and maintain strong relationships with key stakeholders, including administrators, faculty, advisors, and program coordinators. • Monitor customer and student engagement data to assess program health, identify trends, and proactively address challenges. • Prepare and deliver customized reports that demonstrate program value, outcomes, and impact. • Manage renewals and expansion opportunities either independently or in collaboration with assigned Sales representatives, based on account structure and complexity. • Partner with Sales and Customer Success leadership on account planning, forecasting, and long-term partnership strategy. • Coordinate with internal Operations, Training, and Product teams to ensure programs are delivered according to client specifications. • Facilitate client trainings on administrative tools, dashboards, and reporting platforms. • Ensure timely, knowledgeable responses to customer inquiries and effective issue resolution.

• You take responsibility for our CRM strategy across the entire customer lifecycle. • You develop initiatives for customer retention, segmentation and automation. • You ensure our CRM activities measurably contribute to growth. • You work closely with Brand, Paid, Product and Customer Support teams. • In addition to day-to-day operations, you structurally develop the CRM function and lay the foundation for scalable CRM processes. • You define and manage key KPIs such as CLV, retention rate, churn rate and repeat purchase rate. • You develop measures to reduce churn and to reactivate inactive customers. • You design and manage personalized campaigns across channels such as email, WhatsApp, push and print. • You develop and optimize automated customer journeys, such as abandoned flows. • You run A/B tests and continuously optimize content, timing and incentives. • You take budget responsibility for tools, agencies and incentives.