• Define and optimize the customer journey from onboarding to renewal. Develop policies that align product capabilities with client goals to accelerate value realization. • Monitor customer health scoring, renewal pipelines, and expansion signals to minimize churn and maximize recurring revenue • Recruit, mentor, and scale a high-performing team of Customer Success Managers (CSMs) • Act as the ultimate escalation point for complex client challenges and partner with top-tier enterprise stakeholders to translate technical solutions into clear financial outcomes • Collaborate with Sales, Marketing, and Product teams to align on customer needs, influence product roadmaps, and remove adoption friction • Develop and maintain performance metrics, dashboards, and reports to track business health

• Own revenue retention, renewals, and expansion across your portfolio, consistently identifying opportunities for growth while proactively mitigating churn and contraction risk. • Build trusted relationships with executive stakeholders and become a strategic partner who understands each merchant's business goals and helps them maximize the value of Loop. • Lead Quarterly Business Reviews, executive business reviews, and other strategic engagements that demonstrate measurable business impact and long-term partnership opportunities. • Drive product adoption by helping merchants successfully implement new capabilities, increase feature utilization, and realize ongoing value from the Loop platform. • Partner closely with Sales to identify and close cross-sell and upsell opportunities and support commercial conversations throughout the customer lifecycle. • Work cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership to deliver a seamless merchant experience. • Collaborate with Product and Engineering to troubleshoot complex merchant issues, remove blockers, and ensure timely resolution of technical challenges. • Serve as the voice of the customer by identifying recurring themes across your portfolio, translating merchant feedback into actionable product insights, and advocating for broader customer needs that influence product strategy and roadmap priorities.

• 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.