Role Description Teachstone is seeking a dynamic Partnership Success Manager (PSM) who recognizes that our success is deeply linked to our clients' outcomes. The ideal candidate is passionate about fostering meaningful, high-value client relationships and ensuring clients can achieve their goals using Teachstone solutions. As a key member of the Teachstone team, you will focus on client satisfaction, retention, and success by aligning Teachstone’s offerings with client needs, providing proactive support, and serving as a trusted advisor. If you are a detail-oriented self-starter dedicated to high-quality client interactions and results-driven engagement, we want to hear from you. Qualifications - Bachelor’s degree in education or a related field, or equivalent experience. - Three to five years in a client success, account management, service delivery/implementation, or related role. - Proven ability to manage complex client relationships, build trust, and drive client success. - Understanding of educational structures and best practices in child and teacher development. - Exceptional written and verbal communication skills, with a talent for building rapport and engaging with clients effectively. - Willingness to travel as needed, up to 25%. - Competence in word processing, spreadsheet, and database software (e.g., Microsoft Office, Google Drive Suite). - Knowledge of the Classroom Assessment Scoring System (CLASS®) and Teachstone products is a plus. - Experience with Salesforce or similar CRM software is preferred. Requirements - Develop and execute strategies to increase client adoption, retention, and satisfaction, ensuring clients achieve their desired outcomes using Teachstone solutions. - Act as a trusted advisor by understanding client goals, collaborating on strategies to meet those goals, and maintaining strong, ongoing relationships. - Serve as the internal advocate for clients by gathering feedback and collaborating with internal teams to enhance Teachstone offerings and address client needs. - Support onboarding and implementation processes to ensure a seamless and positive experience for new and existing clients. - Manage the logistics of contract delivery and renewal, ensuring all client agreements are executed efficiently. - Monitor client health metrics, identify potential risks, and proactively develop solutions to support long-term client success. - Engage in regular, proactive communication with clients to ensure they receive maximum value from Teachstone solutions and maintain a strong, positive relationship. - Create and present detailed client reports, showcasing successes and providing actionable recommendations for further optimization of services. - Maintain an in-depth understanding of Teachstone’s product and service solutions to effectively support clients and address their needs. - Work closely with colleagues across teams to drive overall team success and foster a culture of collaboration. - Develop and deliver engaging presentations and webinars to clients, showcasing features, updates, and strategies for maximizing the impact of Teachstone solutions. - Identify and implement opportunities for process improvement within the Partnership Success team to enhance client outcomes. - Perform other duties that align with the Partnership Success Manager role and support organizational goals. Benefits - Fair, Competitive Pay: We ensure equal pay for equal work, using consistent salary bands based on market benchmarks, reviewed annually. - Salary Range: $70,000 - $75,000 base + $35,000 variable, determined by your experience, skills and internal equity. - Comprehensive benefits: We offer an inclusive benefits package to support your overall well-being. Eligibility depends on your role and employment status.

• Own a portfolio of customer accounts, serving as their main point of contact throughout the customer lifecycle • Lead new customer onboarding, ensuring accounts are configured correctly and users are trained on core platform functionality • Conduct regular check-ins and business reviews with customers to monitor product adoption and account health • Identify at-risk accounts early and work with the Customer Success team to develop and execute retention plans • Spot opportunities for upsell or expansion and coordinate with the sales team to pursue them • Track and report on key account metrics such as adoption, satisfaction, and renewal likelihood • Partner with the Customer Support Specialist team to ensure a seamless, consistent customer experience • Relay customer feedback and feature requests to the Product team to help inform the roadmap • Maintain accurate and up-to-date account records and notes in our Customer Success platform (e.g. Gainsight, ChurnZero, or similar) • Support the renewal process by preparing customers for upcoming contract discussions • Help support the onboarding of newly acquired customers as Alt Legal grows through M&A, guiding them into our tools, processes, and support model

• Own the full lifecycle of client relationships, from onboarding to ongoing satisfaction and retention • Serve as a day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices and documenting both • Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals • Collaborate, problem-solve, and/or strategize with team members, including sales and training teams • Identify risk and growth indicators for assigned accounts • Regular travel to customer locations to conduct in-person/on-site consultations, demonstrations and briefings • Adhering to team and company processes • Other duties as assigned

Role Description We're hiring a Director, Customer Success to lead a growing CX team across account management and frontline support — and make TrashLab the easiest waste software to live with. You'll partner extremely closely with the Director, Implementation on the go-live handoff. You will own the post-onboarding customer journey end-to-end and drive industry-leading retention. This role reports directly to the CEO. - Own the customer post-onboarding journey end-to-end: adoption, support, renewal, expansion, and reference cultivation across all customer segments. - Manage and develop a growing remote team across account management and frontline support, with periodic in-person team offsites. - Partner tightly with the Director, Implementation on the go-live to steady-state handoff — own the customer's experience from first successful production usage onward. - Drive the metrics — we're data-driven, and what good looks like here: 95%+ GRR, 115%+ NRR, 70+ NPS, and <1-hour first response during coverage windows. - Build the AI-leveraged support stack: AI CSR triage for tier-1 tickets, in-app guides, and a self-serve help center — reducing cost-to-serve while improving satisfaction. - Be the bridge between customers and product — bring the voice of the hauler into roadmap conversations as a synthesizer who knows what's actually a pattern. - Co-own the renewal motion and expansion playbook with the Account Manager team; forecast renewals accurately and build a health score that actually predicts churn. Qualifications - You have 6+ years in customer success / CX leadership at a B2B SaaS company, ideally vertical SaaS for SMB or mid-market operators. - You've managed a team of 5+ across support and account management — you can hire, coach, and let go when needed. - You've measurably moved net and gross retention at a prior company and can talk cohorts, expansion mechanics, and churn diagnostics with precision. - You're AI-forward — you've already built AI workflows and automation into how a CX org runs, or you're determined to learn and build them fast. If you've spent the last three years in CX without putting AI to work, TrashLab won't be a fit. - You're comfortable being the most operationally-minded person in any room — you build process where there is none, and strip it out when it stops earning its keep. - You're fluent with modern CS tooling (Intercom/Front, HubSpot/Salesforce, Gainsight/Catalyst/Vitally). - You're willing to travel ~10–15% of the time for team offsites and customer site visits. Benefits - Competitive base pay range including equity. - Unlimited PTO. - Health, vision, and dental insurance. - 401k.