Customer Success Manager

At Smart Lab, we’re transforming STEM education and we’re looking for a dynamic partner to help schools make the most of it. In this role, you’ll be the go‑to guide for educators and district leaders alike, leading engaging onboarding experiences, sparking strategic conversations, and ensuring every Smart Lab delivers meaningful impact. If you’re energized by relationships, motivated by outcomes, and excited to champion STEM across K-12 schools, we want to meet you.

We are looking for candidates in the Southeast United States.

Requirements Customer Onboarding & Adoption

• Orchestrate a 30‑, 60‑, 90‑day success plan that aligns Smart Lab usage with each school’s learning goals
• Conduct live or virtual customer meetings, ensuring customers can practice Smart Lab Approach with fidelity
• Coordinate with Support to remove technical or logistical blockers

Relationship & Account Management

• Serve as the trusted advisor and primary point of contact for principals, STEM coordinators, and district stakeholders
• Schedule regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI

Retention, Expansion & Advocacy

• Proactively forecast renewal risk using data signals from Churn Zero, Salesforce, and customer feedback
• Identify upsell/cross‑sell opportunities such as curriculum refreshes, professional learning, and additional grade‑band labs
• Cultivate customer champions and secure case studies, references, and conference co‑presenters

Issue Resolution & Support Escalation

• Triage and document product or service issues, partnering with Support Agents until resolution is confirmed
• Maintain transparent communication loops with customers during escalations

Voice of the Customer & Continuous Improvement

• Log qualitative feedback and feature requests in Salesforce and
• Share trend insights with Product, Curriculum, and Marketing teams to influence roadmap and messaging

Data Hygiene & Reporting

• Ensure all touchpoints, tasks, and opportunities are captured in Salesforce
• Leverage  dashboards to track project milestones and communicate status internally

Education & Experience Needed

• Bachelor’s degree or 5+ years of relevant experience in Customer Success, Account Management, or K-12 EdTech implementation
• Proven track record delivering ≥ 90 % renewals in a subscription/SaaS or curriculum‑as‑a‑service environment
• Deep familiarity with U.S. K-12 buying cycles, funding sources, and classroom dynamics
• Excellent virtual facilitation, presentation, and storytelling skills
• Strong data orientation—comfortable building reports in Salesforce and interpreting engagement analytics
• Ability to work independently in a fully remote, distributed team; strong asynchronous communication habits
• Prior teaching or district‑level instructional coaching experience preferred
• Experience with Churn Zero, Salesforce, , and Microsoft 365 (Teams/Outlook)
• Exposure to STEM or project‑based learning pedagogies preferred
• Formal training in Success Planning frameworks (e.g., Success
  
  COACH, TSIA) or customer journey mapping preferred

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Work From Home
• Salary range: $65k-$85k

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