Customer Success Manager

About Cariina

At Cariina, we believe that organizational excellence is the foundation of academic success. Today, many schools are held back by fragmented systems and administrative chaos that drain valuable time and energy. We are pioneering a new category of edtech software to unify these disconnected processes into a single, seamless platform.

By streamlining the non-instructional side of education, we empower schools to focus on what really matters: a 100% uninterrupted learning experience for every K-12 student. Backed by robust funding and exponential growth, we’re building a high-performing team to drive this mission forward.

As a Product Success Manager, you will serve as a trusted advisor to our school partners. After onboarding, you will ensure that Cariina becomes a foundational part of how they run their school. Reporting to the Head of Product Success, you will own the long‑term relationship, guiding leadership teams to continuously expand usage, build sustainable internal processes, and achieve measurable organizational improvements.

This is a strategic, high‑touch role. You will be helping schools build sustainable internal processes, guiding them through ongoing optimization, training, usage reviews, and insight analysis. Ultimately, you are making sure they are realizing the full value of their investment.

This role is ideal for a relationship‑driven individual who can influence stakeholders, turn insights into action, and drive retention that allows our partners and their students to flourish.

• Customer Success and Retention
  • Own the long‑term success and retention of a portfolio of school accounts post‑launch, fostering deep relationships built on trust and high satisfaction
  • Lead your schools through deep platform integration by proactively identifying risks, tracking outcomes, and ensuring Cariina continues to be a permanent foundation of their organization.
  • Act as the main point of contact for your school leaders, ensuring they remain confident, informed, and aligned with Cariina.
• Strategic Check‑Ins and Organizational Outcomes
  • Lead structured customer checkpoints (Fall / Spring / Summer), to:
    • Prepare and deliver clear presentations and data‑informed summaries to administrators to keep alignment, maintain momentum, and demonstrate Cariina’s value.
    • Help schools identify and execute three high‑impact projects each semester, providing structure and accountability needed for success.
    • Analyze usage trends
    • Measure organizational impact
    • Review progress against existing school goals
    • Plan next steps against school goals
    • Share and train on new features and product expansions
• Adoption and Expansion
  • Drive deeper adoption of existing workflows and support expansion into new teams or departments, ensuring Cariina scales with the school.
  • Provide ongoing training and support to school staff as roles evolve
  • Support schools through organizational change management, helping them build new habits and buy‑in across the school.
• Cross‑Functional Collaboration and Product Feedback
  • Serve as the internal voice of your portfolio of schools, sharing feedback and friction points, distilling them into actionable insights for the Product Team.
  • Partner closely with the Product Implementation team to ensure clean handoffs and continuity from launch into long‑term success.
• Account Management and Documentation
  • Maintain accurate, detailed records in the CRM: meeting notes, action items, risks, focus areas, and key stakeholders.
  • Monitor health indicators and intervene early when usage drops or risk signals appear.
  • Ensure every interaction results in clear next steps.

• Location
  • Based in Boston or willing to relocate.
  • This is a 5‑day in‑office role.
• Experience
  • 2+ years in customer success, account management, project management, implementation‑to‑success transition roles, or client‑facing operations (preferably in SaaS).
  • Experience working with complex stakeholders or organizations
  • Bonus: experience in K–12 education, government/public sector, or operations management.
• Skills
  • Exceptional relationship‑builder who can command a room, influence decision‑makers, and drive alignment across teams.
  • Strong…