Role Description The Virtual Student Success Manager serves as the operational leader of Catapult Learning’s Virtual High Impact Tutoring (HIT) model and National Tutor Team. This role is the connective tissue between our tutors, curriculum, product, and field operations, ensuring that Virtual HIT is delivered with quality, consistency, and measurable impact. The role requires strong people leadership and operational excellence, as well as product ownership. You will own the development and refinement of our Virtual HIT Standard Operating Procedures, oversee the National Tutoring Pool, and ensure that every virtual session meets Catapult’s standards for instructional rigor and student outcomes. You will partner closely with the High Impact Tutoring and Curriculum teams to develop and continuously improve instructional materials, define best practices for virtual delivery, and evolve the product based on performance data and field feedback. This role is ideal for someone who thrives in ambiguity, enjoys building from the ground up, and can lead a high performing, remote tutor team. Responsibilities - Curricula & Standard Operating Procedures - Design and own the Virtual HIT operating model, including instructional, scheduling, and quality workflows. - Develop and maintain all Virtual HIT Standard Operating Procedures (SOPs). - Partner with the Curriculum Development team to ensure materials are optimized for virtual delivery and aligned to the Catapult Way. - Lead implementation of Virtual HIT in partnership with the CLC team. - Collaborate cross-functionally (Field Ops, IT, Finance, Product, Sales) to remove blockers and ensure scalability. - People Leadership - Build and manage the National Virtual Tutor Pool. - Standardize onboarding and certification in: - The Catapult Way - Virtual instruction - Program fidelity - CLC systems - Implement coaching and observation systems in partnership with the Instructional Excellence Team to ensure tutor quality and growth. - Create engagement systems for a remote team. - Serve as the centralized escalation lead for Virtual HIT. - Product Feedback & Ownership - Translate customer and field insights into structured virtual product requirements. - Partner with Product and IT teams to inform roadmaps, feature prioritization, and platform improvements. - Monitor pilot launches, capturing data and running retrospectives to refine the model before scale. - Document and operationalize learnings into SOPs, tools, and training. - Operational Excellence - Continuously improve workflows to increase speed, quality, and cost efficiency. - Implement and monitor SLAs, KPIs, and dashboards. - Ensure Virtual HIT meets the same instructional and outcome standards as in-person HIT. Key Outcomes (First 12 Months) - Successful, on-time launch of all scheduled Virtual HIT programs - Consistent session coverage and low cancelation rate - Fully documented and standardized Virtual HIT SOPs and training materials - Stable, high-performing National Tutor Pool with strong retention with clear onboarding, certification, and observation systems in place for virtual tutors - Established feedback loop with Product/IT, with documented enhancements - High compliance with CLC data entry and workflow adoption - Faster startup timelines compared to in-person programs - Measurable improvement in cost-to-serve for virtual implementations Qualifications - 4+ years of experience in customer success, implementation, or product ownership roles within an education, SaaS, or services organization. - Experience in the classroom preferred. - Proven success driving adoption of new products or programs. - Strong operational skills: workflow design, process improvement, and cross-functional project management. - Comfort working in a fast-paced, startup-like environment with evolving priorities. - Excellent communication, facilitation, and relationship-building skills across internal and external stakeholders. - Experience in education technology or services. - Data fluency: ability to analyze data, build dashboards, and define success metrics. Education - Bachelor’s degree required. Posted Salary Range USD $75,000.00 - USD $85,000.00 /Yr.

**What you do as the CSA at Liferaft** **Customer Success Management:** - Relationship Building: Manage a portfolio of customer accounts, building trusted relationships and driving customer engagement. - Drive Platform Usage: Develop and execute onboarding, training, adoption, and success plans that align platform capabilities to customer goals. - Monitoring Trends: Monitor account health, platform usage, and engagement trends to identify opportunities and mitigate risks. - Team Planning : Partner with Customer Success Managers on strategic accounts, customer initiatives, and account planning activities. - Revenue Management: Support and manage Tier 3 account renewals, including renewal readiness, stakeholder engagement, risk identification, and forecasting activities. - Success Planning: Identify opportunities for account growth and expansion and collaborate with Revenue and Customer Success teams as appropriate. - Performance Measurement: Measure and communicate customer outcomes and value realization to both customer stakeholders and internal teams. **Customer Support & Customer Experience:** - Client Education: Advise and educate clients on technical and support questions, ensuring timely and empathetic resolution of issues. - Issue Resolution: Investigate customer complaints, troubleshoot reported issues, and escalate complex problems to relevant departments. - Relationship Management: Develop and maintain excellent relationships with clients, ensuring service level agreements are met and exceeded. - Feedback Collection: Gather customer feedback to communicate internally for continuous product improvements and feature enhancements. - Knowledge Management: Collaborate with cross-functional teams to maintain a comprehensive knowledge base and develop support documentation.

• Define and execute a comprehensive digital customer success strategy, developing a multi-year roadmap that leverages automation, data analytics, and digital touchpoints to scale customer engagement and ensure successful product adoption. • Serve as the primary advocate for the digital customer journey, identifying behavioral trends and sentiment insights to inform product development, marketing, and commercial strategies that drive retention and expansion. • Design and implement scalable digital success processes, standards, and playbooks, ensuring that automated customer health monitoring and intervention frameworks are consistently applied across the enterprise. • Partner cross-functionally with Product Management, Engineering, Commercial, and Marketing teams to prioritize digital feature enhancements, streamline onboarding experiences, and resolve friction points within the digital customer lifecycle. • Foster a customer-first, data-driven culture by developing digital enablement resources, providing actionable insights to cross-functional teams, and championing the adoption of digital-led success initiatives across all business lines.

• Engage with a portfolio of clients to ensure they get the best value from FiscalNote: Global Intelligence products and services • Drive product adoption and usage to help client retention and expansion • Partner closely with Account Managers and Client Success Team to support senior executive clients in client engagement and retention activities across the EMEA region • Coordinate and manage event outreach, executive planning sessions, and client calls from scheduling through delivery • Plan and execute virtual and in-person client events, executive roundtables, roadshows, and market briefings • Serve as a key point of coordination between clients, analysts, and commercial team members to ensure a seamless client experience • Track and manage client engagement activities, ensuring timely follow-up and execution of commitments • Support client onboarding and adoption of FrontierView services and resources • Assist in the preparation of client presentations, briefing materials, meeting agendas, and event communications • Monitor client engagement trends and identify opportunities to increase utilization of FrontierView services • Maintain accurate records of client interactions, activities, and engagement metrics within Salesforce and other internal systems • Support regional and global commercial initiatives as needed, including strategic projects, events, and client campaigns • Collaborate across Commercial, Strategic Insights, and Operations teams to deliver exceptional client outcomes • Help identify opportunities to improve processes, client experiences, and team efficiency