Customer Success Manager

Read Theory, a bootstrapped EdTech company used by more than 20 million students, is hiring a
Customer Success Manager to run onboarding and ongoing success for our K-12 school customers while mentoring our customer support rep and covering some chat/email time.

Why is this a great position?

Read Theory has been used by more than 20 million students, growing primarily through teacher word of mouth. You will shape how schools experience Read Theory Premium from first login to renewal. You will build playbooks, coach a support teammate, and work directly with the founders to improve literacy outcomes at scale.

Whom are we looking for?

A hands-on leader who can guide schools to success and keep service levels high. You write clearly, present confidently, and build simple processes. You are tech savvy, proactive, and comfortable partnering with Sales and Product. Prior K-12 experience is a plus.

Responsibilities

• Lead, mentor, and work the queue: coach one support rep and spend daily time in chat and email, meeting SLAs and handling escalations.
• Own onboarding for new school and district Premium accounts: kickoff, success plans, training, first value.
• Drive adoption and renewals: monitor health, run proactive check-ins, partner with Sales on retention.
• Implement rosters and integrations (Google, Clever/Class Link) and light data imports.
• Create training
  : live sessions and simple guides or short videos for teachers and admins.
• Turn customer insights into product feedback
  ; maintain macros, help articles, and workflows.
• Report and improve core metrics
  : first response, resolution, CSAT, NPS, activation.

Qualifications

Must-haves

• 3+ years in Customer Success or Support at a SaaS company, including mentoring or team lead experience.
• Proven onboarding and training skills for customer accounts.
• High technical proficiency with web apps, spreadsheets, and CRMs.
• US-based and able to work eastern US school hours.

Nice-to-haves

• K-12 background (teacher or admin) or edtech experience.
• Helpdesk/chat experience and CRM experience.
• Startup or bootstrap experience building processes from scratch.

Seniority level

• Mid-Senior level

Employment type

• Full-time

We’re removing barriers to classroom success. This description retains relevant EEO information as applicable and reflects the responsibilities and qualifications for the role.