Customer Success Manager

At Cariina, we empower school districts to achieve organizational excellence. This is the foundation of academic success. By streamlining processes, we enable educators to focus on what truly matters: shaping the future. Backed by robust funding and exponential growth, we’re building a high-performing team to drive this mission forward.

About This Role

As a Product Success Manager, you will own the long-term success of Cariina’s school partners after implementation. Reporting to the Product Team, you will ensure schools not only adopt Cariina but also continuously expand usage, build sustainable internal processes, and achieve measurable organizational improvements.

You will serve as the trusted advisor for school leadership teams, guiding them through ongoing optimization, training, usage reviews, insight analysis, and strategic planning across the school year. Your primary mission is to drive retention, usage, and outcomes by ensuring schools are realizing real value from the platform.

This role is ideal for a relationship-driven and strategic individual who thrives at the intersection of customer partnership, process improvement, and data analysis. We are looking for someone who can influence stakeholders, lead structured meetings, and turn insights into action.

What You’ll Do

• Customer Success & Retention
• Own a portfolio of school accounts post-launch, ensuring strong relationships, high satisfaction, and long-term retention.
• Lead platform adoption through proactive engagement, risk identification, and outcome tracking.
• Act as the main point of contact for customer leadership teams, ensuring they feel supported, informed, and confident in their partnership with Cariina.
• Strategic Check-Ins & Organizational Outcomes
• Run structured customer checkpoints (Fall / Spring / Summer), including:
• Usage reviews
• Organizational impact measurement
• Progress against school goals
• Next-step planning
• Feature expansions
• Build and deliver clear presentations and summaries to school administrators to keep alignment, continue momentum, and drive adoption.
• Help schools identify 3 projects each semester and guide execution through follow-ups and accountability.
• Adoption and Expansion
• Drive deeper adoption of existing workflows and support expansion into new teams/departments or new use cases.
• Provide training and support to school staff as roles change throughout the school year.
• Support schools through organizational change management, helping them build habits and stakeholder buy-in.
• Cross-Functional Collaboration & Product Feedback
• Serve as the voice of the schools internally: sharing recurring insights, needs, and friction points with the Product Team.
• Partner closely with other teams to ensure clean handoffs and continuity from launch into long-term success.
• Account Management & 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.

What You Bring

• Location
• Based in Boston or willing to relocate.
• 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-building and communication skills.
• Strong ability to run meetings, influence stakeholders, and drive alignment.
• Highly organized with the ability to manage multiple accounts/projects simultaneously.
• Comfortable with data: interpreting usage trends, surfacing insights, and presenting results.
• Strong written communication: clear recap emails, follow-up plans, and documentation.
• Mindset
• Schools-first: you’re willing to move mountains for our schools. You don’t hesitate to go above and beyond.
• Outcomes-driven: you measure success through real impact and meaningful metrics.
• High ownership and accountability: you follow through, and ensure clients do too, bringing clarity, structure, and momentum.
• Sol…