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 Midwestern United States.

• Partner with Tech Support & Implementation to support customers through post-sale onboarding and implementation, ensuring alignment on customer goals, key milestones, responsibilities, and next steps.
• Maintain customer communication throughout onboarding, helping school and district stakeholders understand the implementation process and ensuring they have visibility into progress.
• Establish a strong customer relationship early in the partnership, building an understanding of the school's goals, expectations, and priorities for its Smart Lab program.

• Serve as the primary owner of the customer relationship, building trust with stakeholder groups to strengthen engagement, sustain program continuity, and maintain alignment on the value of Smart Lab.
• Collaborate with territory Sales reps through regular account syncs, keeping Sales informed on account health, key stakeholder changes, and emerging opportunities to ensure a unified, coordinated approach to each customer.
• Schedule and communicate regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI to administrators, STEM coordinators, and other district stakeholders
• Develop and maintain an understanding of each customer’s decision-maker journey, including their goals, priorities, key stakeholders, decision-making processes, and evolving needs throughout the Smart Lab partnership.

• Proactively forecast renewal risk using data signals from Hub Spot, Salesforce, and customer feedback.
• Identify and qualify expansion opportunities by understanding each school's evolving needs and growth potential.
• Develop and execute customer success and renewal plans that demonstrate the value of Smart Lab’s integrated STEM ecosystem and support long-term customer partnerships.
• Cultivate customer advocates and identify opportunities for references, testimonials, case studies, and participation in Smart Lab events or professional learning initiatives.

• Take ownership of customer concerns and coordinate with Tech Support, Facilitator Success, Product, and other internal teams to drive customer-impacting issues toward resolution.
• Maintain transparent communication loops with customers during escalations.

• Log qualitative feedback and feature requests in Salesforce and other designated systems.
• Share trend insights with Product and Marketing teams to influence roadmap and messaging.
• Advocate for the needs of Smart Lab schools and districts while balancing customer priorities with company goals and available resources.

• Maintain accurate and timely Salesforce records of customer engagements, opportunities, contacts, and key account activities, ensuring information is documented to support effective account management and cross-functional collaboration.
• Communicate account status, customer risks, renewal progress, and opportunities for growth to Customer Experience leadership and relevant internal teams.
• Leverage  dashboards to track project milestones and communicate status internally.

• Bachelor’s…