Customer Success Manager

You will lead the vision, strategy, and performance of the Customer Success department, ensuring every student receives an exceptional experience from enrollment through program completion.

You'll lead a team of Customer Success Representatives while building the systems, processes, and initiatives that improve student engagement, retention, and operational excellence.

Working closely with Sales, Marketing, Product, and Operations, you'll continuously improve the student journey and scale the Customer Success function as the business grows.

We're looking for a strategic leader who takes ownership, develops people, and proactively improves both the customer experience and department performance.

• Lead, coach, and develop a high-performing team of Customer Success Representatives through regular one-on-ones, feedback, and performance management.
• Set clear expectations, drive accountability, and foster a culture of ownership, continuous improvement, and exceptional customer service.
• Recruit, hire, onboard, and develop new Customer Success team members.

• Own the vision and strategy for the Customer Success department, continuously improving the student journey.
• Develop initiatives that increase student engagement, retention, and long-term student success.
• Own and oversee key Customer Success programs, including the Student Ambassador Program and other student engagement initiatives.
• Partner cross-functionally with Sales, Marketing, Product, and Operations to create a seamless customer experience and support company growth.

• Build and improve scalable SOPs, workflows, playbooks, and internal processes.
• Analyze department performance and customer trends to identify opportunities for improvement.
• Own Customer Success KPIs and drive results across refund retention, onboarding attendance, student engagement, payment recovery, and student advocacy.
• Present performance updates and strategic recommendations to leadership.
• Lead department initiatives that improve efficiency, scalability, and the overall student experience.

• Ensure students receive an exceptional experience across every stage of their journey.
• Coach and support Customer Success Representatives through complex customer escalations while ensuring company policies are applied consistently and professionally.
• Monitor service quality and implement initiatives that continuously improve the customer experience.

Success in this role is measured by your ability to build a high-performing Customer Success department that consistently delivers exceptional student experiences while achieving company objectives.

You’ll be successful by:

• Leading a high-performing, accountable Customer Success team.
• Achieving department KPIs for refund retention, onboarding attendance, student engagement, payment recovery, and student advocacy.
• Building scalable systems and continuously improving the customer experience through data-driven decisions.

• 5+ years of leadership experience in Customer Success, Customer Experience, Operations, or a related field.
• Proven ability to improve customer retention, team performance, and operational efficiency.
• Strong strategic thinking, analytical, and problem-solving skills.
• Experience building scalable systems, SOPs, and workflows.
• Exceptional leadership, coaching, and communication skills.
• Highly organized with strong project management skills.
• Tech-savvy and comfortable working in a fast-paced environment.

• CRM: Hubspot
• Customer Support: Intercom
• Communication: Slack, Dialpad
• Productivity &
  
  Collaboration:
  
  Google Workspace
• Community: Discord

• Full-Time + Medical/Dental/Vision Insurance + $70,000-$90,000k/yr
• Flexible and responsive to evolving team and customer needs, with a willingness to step in outside standard business hours when needed.