Customer Success Manager

Job Type: Contract, W-2 Employee — Two openings available, both with potential to transition to full-time employment:

• Full-time, 40 hours/week, Monday–Friday, 8:00 AM–5:00 PM ET
• Part-time, 20 hours/week during business hours (8:00 AM–5:00 PM ET)

Location: Florida (Remote) — Must reside in the state of Florida; candidates within driving distance of Orlando, FL preferred

Framework's customer, a K-12 EdTech company specializing in AI-powered state assessment preparation and adaptive learning tools for schools and districts nationwide, is seeking proactive Customer Success Managers to drive customer retention and nurture account growth. You will own the post-sale relationship, delivering engaging product training and ensuring districts and schools maximize the value of our K-12 state assessment preparation programs. In this fast-paced environment, you will collaborate with Customer Success leadership to build creative solutions, execute engagement campaigns, and directly impact our business goals.

Transitioning teachers are welcome and encouraged to apply.

• Customer Engagement & Growth:
  Connect with customers daily via phone, email, chat, and Zoom to build strong relationships, monitor product usage, and proactively drive renewals and related product sales.
• Onboarding & Training:
  Own the customer onboarding process, including rostering new schools onto the platform. Conduct on-demand training sessions and create engaging curriculum (e.g., instructional videos, whitepapers) for teachers and administrators. Partner with Sales to drive engagement, upselling, and renewals.
• Problem Solving:
  Diagnose customer success challenges, troubleshoot issues, test product enhancements, and implement scalable solutions.
• Process Improvement:
  Execute and iterate on initiatives, talk tracks, and engagement campaigns to continuously improve customer satisfaction and retention.
• Cross-Functional Collaboration:
  
  Act as a trusted partner and clear communicator between external clients and internal teams.

• Experience:
  
  2+ years in K-12 Customer Success. Startup or EdTech experience is strongly preferred.
• Education:
  
  Bachelor's Degree required.
  Prior experience working in a school as a teacher or administrator is highly desirable.
• Core Competencies:
  
  Strong tech skills, communication skills, and problem-solving abilities. Consultative sales skills are a plus.
• Adaptability:
  Comfortable working independently in a fast-paced, unstructured environment. Emerging people management skills are a plus.
• Location:
  
  Must reside in Florida; candidates near Orlando strongly preferred.
• Travel:
  Occasional in-person customer visits required, approximately once a month.