• Lead, mentor, and develop a team of Customer Success Managers through regular coaching, performance management, career development, and skill-building. • Establish clear goals, success metrics, and accountability. • Develop and execute the Customer Success strategy to maximize customer adoption, retention, and long-term customer value. • Foster a high-performance, customer-centric culture focused on customer outcomes, operational excellence, and continuous improvement. • Support hiring, onboarding, and development of Customer Success talent. • Personally manage a portfolio of strategic or high-value enterprise customers, serving as the executive sponsor and trusted advisor. • Drive customer adoption, value realization, and long-term retention across both personal accounts and the broader team portfolio. • Monitor customer health indicators, identify risks early, and implement proactive success plans. • Ensure consistent engagement across the customer lifecycle through standardized playbooks, success plans, and best practices. • Design, document, refine, and scale Customer Success processes, playbooks, and best practices.

Role Description As the Customer Success Manager, you will play a critical role in our team’s efforts in mapping the end-to-end customer experience lifecycle. Engaging the full scope of your skills, passion, and creativity in customer success, this role will include a blend of account management, consultation, project management, direct customer support, product/technology management, and professional development coordination. This position reports to the Director of Customer Success. - Serve as a trusted advisor and primary point of contact for a portfolio of school & district partners. - Guide the end-to-end customer experience from onboarding to renewal, inclusive of leading kickoff and customization calls, check-ins, progress reviews, cross-sell, and renewal and expansion conversations. - Work closely with district partners to understand their unique goals and needs, collaborating with internal teams (e.g., sales, implementation, professional services, product & marketing) to develop solutions and success plans that lead to sustainable practice and positive outcomes with Branching Minds. - Create and manage customer journeys and engagement campaigns in our customer success platform (ChurnZero), tracking and reporting on customer health and progress toward milestones. - Develop and execute strategies to drive Branching Minds adoption and platform usage to increase customer value, satisfaction, and reduce churn for your portfolio of accounts. - Maintain a regular cadence of calls along with Beginning, Middle, and End of Year Reviews with school and district leadership highlighting key success metrics and opportunities for improvement. - Act as a liaison between district partners and internal teams, advocating for their needs and communicating feedback to improve our product and services. - Identify opportunities for customer advocacy through case studies, sales referrals, white papers, webinar panels and other initiatives to highlight partner success and innovation. - Regular tracking and monitoring of usage, milestones, and health metrics; proactively identifying potential issues and escalating to Customer Success leadership for additional support as needed. - Own contract renewals for your portfolio of accounts, managing the process in our CRM (Hubspot) which includes updating stages, generating quotes, and collaborating with sales for expansion opportunities. - Provide direct support and guidance through live-chat/email/phone, platform walkthroughs/webinars, and occasional onsite travel. - Leverage insights from data to develop and refine the customer experience by identifying pain points and possible solutions. - Develop deeper knowledge of MTSS best practices and all product offerings to effectively guide customers toward better outcomes with Branching Minds. - Other duties as assigned. Qualifications - Experience in a customer-facing role (consulting, advocating, development) that includes issue resolution & relationship management. - High attention to detail and adept at prioritizing multiple tasks and needs. - Comfortable with technology and excited about becoming a Branching Minds’ platform expert. - Passionate about improving education and committed to equity of success for all learners, particularly those who struggle to succeed. - Comfortable with the dynamic, self-motivated, collaborative, fast-paced culture of a startup, and able to work well both independently and as part of a team. - Brings prior experience in client-facing, project management, K–12 education, or edtech roles. Requirements - Prior experience working in a success, client-facing, or project management role. - Previous experience in K12 education and/or edtech. - Previous experience using Branching Minds. Interview Process - 30-minute screening interview with one of our Customer Success Managers. - 30-minute Deep Dive Interview with the Director of Customer Success. - 60-minute Final Round Interview with the Customer Success Team that includes a 20-minute presentation. Benefits - Fully remote! - An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students. - The opportunity to be a central voice in shaping our customer relationships and customer success team. - Base annual compensation for this role is $75,000 - $85,000 based on experience, expertise, and geographic location.

• Own a portfolio of strategic accounts (~$2–$3M in ARR) and carry the number for both gross revenue retention (GRR) and net revenue retention (NRR), proactively forecasting and de-risking every renewal. • Drive deep, durable adoption of the Miter platform across payroll, HR, and finance workflows — monitoring health signals, building success plans, and intervening early to keep accounts on track to value. • Identify, qualify, and advance Customer Success Qualified Leads (CSQLs) — surfacing upsell and cross-sell opportunities and partnering with Sales to convert them into expansion revenue. • Establish and deepen trusted-advisor relationships with executive sponsors (CEO, CFO, COO, VP of HR/Operations), running executive business reviews that tie Miter to measurable business outcomes. • Build and maintain account plans for each customer — stakeholder maps, success metrics, value-realization roadmaps, and risk registers — and execute against them with clear milestones. • Serve as the point of accountability when issues arise, coordinating cross-functional response, communicating clearly with executives, and driving escalations to resolution. • Operate with minimal oversight to push initiatives, renewals, and expansion efforts across the finish line — owning outcomes end-to-end, not just activities. • Work closely with Launch, Sales, Solutions Engineering, Support, Product, and Engineering to ensure seamless handoffs, relay customer insights, and advocate for improvements that reflect customer needs and industry trends. • Contribute to playbooks, process improvements, and team best practices — turning learnings into leverage as we grow the Strategic CS motion.

Role Description Come work for a SoundHound, a publicly-traded proven leader in conversational AI, with a decade-long track record of moving the technology forward. We serve a massive list of clients, who are leaders in their own industries, from banks to healthcare to fast food. You would join a team that is passionate about giving white glove service to these clients, looking for opportunities to improve their applications, and build great relationships with their stakeholders. This is your opportunity not just to be a part of the AI Revolution, but to lead it. What You'll Do - Manage adherence to client and internal application, business case metrics, and profitability - Identify add on opportunity and work closely with Account Managers to drive those forward - Grow accounts by identifying and driving new product/revenue opportunities - Ensure reports delivered are as expected and modify as needed - Up to 10% travel to attend client meetings as needed to understand client objectives and communicate deliverables and business results - Handle complex situations with high degree of organization, clarity, and resolution - Work to create and facilitate higher level, organizational initiatives which benefit CSO and company overall - Increase value streams by driving and following through on key innovation items - Assist management with tasks as assigned - Often works in conjunction with external teams on higher level initiatives - May act as a client educator providing high level detail and information as it relates to data, industry, etc. - Liaison between engagement team and software team, enter and manage Jira tickets related to software and/or data collection bugs - Support internal team objectives & pilot programs, including software testing, advise on social media process for design - Depending on the next chosen career path, develop relationships with clients and tool expansion such as Salesforce (AM), begin to learn technical aspects of the system (PM), or begin to assist with ADD and maintain/create RDD documents (Design) Qualifications - Equivalent experience or Bachelor’s Degree, with at least 6+ years in prior client facing roles - Proven track record in creating, maintaining and enhancing customer relationships - Extremely detail oriented in a fast-paced environment - Intermediate to advanced Google Suite, Microsoft Excel, PowerPoint, AI tools, etc. - High level of initiative and ability to work well in a team environment - Excellent written and oral communication skills - Plans and carries out responsibilities with minimal direction - Ability to multitask and prioritize issues in a complex environment - Quickly understands the business issues and data challenges of client's organization and industry - Assists in the facilitation of team and client meetings, delivers informative, well-organized presentations, develops relationships with client personnel that foster client ties Benefits - This position is available for remote work across the United States - The estimated salary for this position is $75,000 - $90,000 plus equity - In addition to salary and equity, you will receive comprehensive healthcare, paid time off, and other benefits - Our recruiting team will provide a specific salary range based on location and years of experience