Role Description The Success Coach manages the delivery and implementation of core interventions and services for assigned students in accordance with Student Services initiatives and guidelines. This role serves as the primary contact for new families and provides oversight of educational interventions and career learning supports to assist with increased engagement, student learning outcomes, and successful completion of school. - Support new and returning students and families through the onboarding process and completion of required tasks. - Review transcripts and offer guidance to students and families on class selections in order to support career advising, create a schedule, and confirm grade level placement. - Ongoing course planning and academic support as required. - Serve as the primary point of contact for school administration in developing plans to address barriers to full achievement of attendance, academic, and behavioral goals. - Facilitate Advisory sessions and implementation of a Life Skills curriculum. - Responsible for tracking and reporting data as directed by supervisor. - Collaborate with teachers, parents, administrators, and other school staff to ascertain students’ academic needs and create an academic remediation plan and provide support towards completion of plan. - Work with overage students and develop plan to help get back on track for graduation in coordination with teachers. - Provide research-based strategies to give students and parents the necessary skills and knowledge to help them communicate effectively with teachers and administrators in order to ensure student goals are met. - Facilitate individual and group training/support and provide academic resources to help students increase academic achievement. - Collaborate with students regularly to check in on progress in classes, keeping students accountable for achieving their academics, attendance, engagement, and behavioral goals. - Work in partnership with teachers and parents on evaluation of student progress and implementation of student objectives. - Maintain effective communication with teaching staff on student progress and concerns. - Conduct conferences with parents and students, both in person and over the phone as needed. - Prepare for and/or attend student gatherings. - Provide parent workshops and other activities to ensure quality delivery of services. - Maintain accurate documentation of student performance, progress, needs, and academic support. - Travel to support testing efforts and school events within the state as needed. - Perform other duties as assigned. Qualifications - Bachelor’s Degree in Education, Social Services or a related field preferred. - 2+ years of experience in the K-12 educational setting. - A fundamental understanding of Career and Technical Education (CTE), its indicators as measurements of success, and the pathway approach in which CTE is implemented. - Proficiency in Microsoft Office and Google Suite Products. - Ability to handle confidential information responsibly and exhibit sound judgment while maintaining that confidentiality. - Demonstrates a reliable, dependable, and trustworthy work ethic. - Ability to manage difficult or emotional client situations. - Ability to make sound judgments after all available information has been gathered or communicated. - Demonstrates a mature attitude and insight into matters affecting department, self and/or company welfare. - Excellent written and oral communication skills. - Ability to work well under pressure, effectively prioritizing and executing tasks to meet deadlines consistently. - Customer service oriented. - Ability to learn new technologies and acquire new skills through independent study, professional training, and from more senior team members. - Prior administrative assistance experience preferred. - Prior experience working in a school setting preferred. - Ability to work independently and contribute to a team. - Understanding and ability to manage confidential information. - Ability to lift 25 lbs. - Ability to pass federal and state criminal background checks. Benefits - Life benefits – time & peace of mind. - Paid time off. - Retirement contributions. - Optional Basic Life and AD&D insurance. - Voluntary life insurance (employee, spouse, child). - Discounted childcare at Early Learning Academies locations. - Health benefits – stay well & thrive. - Medical, dental, and vision insurance. - Employee Assistance Program. - Voluntary short-term disability insurance. - Voluntary long-term disability insurance. - Career benefits – keep growing. - Career advancement opportunities throughout Pansophic Learning and our strong network of 4,000+ instructors and education professionals.

Role Description In this role, your focus is split: - 70% – Consultative Discovery & High-Touch Management - Discovery Conversations: Participate in early conversations with prospective customers to understand how teams operate, what they're trying to achieve, and where they need support. You're focused on alignment and long-term success, not just initial fit. - End-to-End Ownership: Own the customer journey from early conversations through onboarding and beyond, ensuring what is discussed is actually implemented and delivers value. - Trusted Partner: Act as the primary partner for your book of business, helping customers connect their goals to outcomes, driving renewals, and identifying opportunities to expand impact. - Customer Insight → Action: Surface patterns, challenges, and opportunities across your accounts and use those insights to influence both your approach and how we evolve as a company. - 30% – Digital CS & Scaling - Build from What Works: Take what you see working across your customers and turn it into scalable programs, resources, and workflows. We don't start with automation; we build from proven patterns. - Design for Coverage: Create digital experiences that support customers without a dedicated CSM, ensuring they still feel guided at the right moments. - Scalable Knowledge: Turn common questions and friction points into clear, reusable assets (videos, guides, automated messaging) that reduce manual effort over time. - Process Evolution: Partner with our US and Berlin teams to continuously refine how we drive retention, adoption, and growth across all segments. We're likely a good fit if: - You build meaningful, long-term relationships with customers and go above and beyond to partner with them, caring deeply about their success with our tool. - You're comfortable engaging with customers at all levels, developing trust, driving alignment, and translating goals into outcomes. - You're highly adaptable and self-starting, always looking for ways to improve how you work. You're comfortable with risk and uncertainty, and thrive working with team members across different cultures, time zones, and countries. - You think beyond individual accounts. You take what you learn from customer conversations and turn it into scalable programs, resources, and workflows that support customers without a dedicated CSM, ensuring they still feel guided and successful. - You think beyond day-to-day customer work. You bring a point of view on what you're seeing across your accounts and use that to influence how we improve the product and overall customer experience. - You're excited to work as part of a single Customer Team, without traditional handoffs between sales, implementation, and success. We might not be a good fit if: - You prefer strict boundaries between Sales, Implementation, and Customer Success. - You prefer staying in high-level conversations without getting involved in how ideas are implemented. - Your instinct is to automate before understanding what works in practice. - You're looking for a defined playbook for every scenario. Qualifications - 2–3 years in Customer Success or Account Management in B2B SaaS. - Outcome-Oriented: Focus on what customers are trying to achieve, not just how they use the product. - Builder Mindset: Look for patterns across your work and think about how to make things more efficient over time. - Comfort with Ambiguity: Comfortable figuring things out as you go, testing approaches, and refining based on what works. - Data-Informed Thinking: Use data to guide your decisions and tell a clear story. - Tech Savvy: Comfortable working across tools like Vitally, HubSpot, and Intercom. Benefits - Base Salary: $70,000 - $75,000 - Remote & Flexible: Remote-first company focused on results, with a flexible schedule. - Health & Wellness: Comprehensive Medical, Vision, and Dental coverage + an annual $1,200 wellness budget. - Time Off: 21 days of paid vacation (increasing with tenure) + 10 public holidays. - Growth: An annual $3,500 learning and development budget. - Home Office: A $500 budget to set up your remote workspace. Company Description Small Improvements helps companies like Trivago, Blue Bottle Coffee, Whoop, and Zapier build feedback and performance processes that teams actually use, from day-to-day conversations to reviews, goals, and development. We're a small, thoughtful team of 19, mainly based in Berlin with colleagues in the US. We care deeply about building a product that solves real problems for our customers while staying simple and human.

• Own and manage client relationships connecting regularly to understand their scope, research needs, and key business questions. • Develop deep business understanding of key clients to drive impact of research. • Provide platform training and onboarding to clients to support self-service of our product. • Support continuous client learning through clear and simple communication of technical features and processes. • Guide clients through the research process by advising them on survey design, programming and fielding, and supporting their interpretation of the results and analysis • Facilitate Customer Success, managing our platform “help” feature by quickly and effectively answering client questions and providing tips. • Champion product innovations, proactively sharing with clients, so they can always use our latest and greatest features. • Provide feedback to our product team about what does and doesn’t work well, shaping the future of our platform and influencing how Konovo’s technology evolves.

• Onboard new customers across EU markets, guiding them through setup and training • Support customers via email, chat, video and in person—especially where language or local context matters • Build long-term relationships by proactively engaging with your assigned accounts • Monitor account health, usage, and risks • Help operators get more value from Stora, surfacing opportunities and promoting key features • Use tools like HubSpot, Notion, and Stripe to track progress and inform decisions • Partner with Product, Sales, and Support to improve customer experience and drive roadmap priorities