Customer Success Representative Customer Success

Overgrad is the leading platform for college and career success, empowering schools, districts, and community-based organizations to help students make informed, data-driven decisions about their futures.

We provide innovative tools and training that empower educators to leverage student data effectively, ensuring that every student—especially those from low-income and first-generation backgrounds—has a clear, informed pathway to postsecondary success. Our technology integrates essential features like text messaging, KPI tracking, and college and career planning, all without requiring complex add-ons.

At Overgrad, we work with some of the most forward-thinking organizations in education, including KIPP, Uncommon Schools, and and New York City Public Schools. If you’re passionate about education and technology, join us in our mission to make high-quality college and career planning accessible to all students.

One of our core values is to wow our customers , and you will be on the front lines of that experience. Our schools, districts, and organizations deserve the best support we can offer. In your role as a Customer Success Representative, you will be tasked with keeping our happy customers happy, (preferably even happier!).

So what does this look like day-to-day? You will manage around 40 accounts. These accounts can be multi-site districts, charter networks or single high schools. You will need to be proactive about reaching out, usually best accomplished by scheduling a standing check in with all of your accounts. This will also entail handling support tickets that come in to make sure our customers feel supported when they need us most.

Finally, you will be allocating part of your week to analyzing data. Don't worry, no need to be a data scientist, this type of data analysis is more focused on usage. If you see something troubling in one of your accounts, it will be your job to identify it and reach out to proactively address the issue.

Create a communication cadence with your accounts to ensure they feel confident using Overgrad.

Identify product development opportunities that surface during your conversations with customers.

Design and write well-structured helpdesk articles so customers can find the answers they need when they need them.

Analyze usage data to proactively identify at-risk accounts.

Bring our customers' voices to product prioritization decisions.

Account Management (60%)

Scheduling regular calls with your accounts to establish a communication cadence

Analyzing usage data to identify accounts not utilizing Overgrad to its full potential

Hosting trainings and product demos for counselors and admins

Working with our engineering team to solve customer problems and identify product bugs

Answering questions via live chat during working hours

Responding to customer support tickets

Owning, maintaining, and reporting on our customer health pipeline

Product Demonstrations, Trainings, and Onboarding (35%)

Delivering virtual onboarding product demonstrations and trainings

Creating customer onboarding plans for new accounts

Helpdesk Documentation (5%)

Updating existing helpdesk articles as Overgrad's technology changes

The following are just examples of the type of person we think would thrive in this role. You certainly do not need to see yourself in all of these examples to be a great fit for this job.

You know your way around a school system and can empathize with implementation issues.

You have school or classroom experience and know how challenging each day can be.

You listen intently, ask questions, and propose solutions from an informed point of view.

You understand that it can take a while to get answers sometimes, but you are persistent in checking in for updates.

You are kind, but that does not mean you are untruthful. The truth can hurt sometimes, but honesty is your default state.

You are comfortable picking up the phone and giving someone a ring if they are being unresponsive to emails.

You believe in equity, not equality. We work…