Customer Success Manager

About the role

As a Customer Success Manager (CSM) at Everway, you will be a trusted advisor and advocate for our education clients, helping them maximize the impact of our products and services. You’ll partner closely with K-12 schools, districts, or higher education institutions to ensure seamless onboarding, support adoption, and drive ongoing value in order to maximize retention and promote relationship expansion. This role requires a balance of relationship-building skills, product knowledge, and a passion for improving educational outcomes. This position requires occasional travel (up to 20% of the time) to attend customer meetings, team events, or conferences.

The successful candidate for this role is required to be located in Western United States.

Main Responsibilities 

• Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
• Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
• Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
• Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
• Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
• Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
• Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
• Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
• Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
• Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
• Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.

Essential Criteria 

• Proven experience (3+ years) in a customer success, account management, or related role, ideally within EdTech or SaaS.
• Strong verbal and written communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of educational stakeholders.
• Ability to analyze data, identify trends, and use insights to drive customer engagement and outcomes.
• Excellent organizational and time management skills, with the capacity to manage multiple accounts and prioritize tasks effectively.
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.

Desirable Criteria

• Prior experience working directly with K-12 or higher education institutions.
• Familiarity with educational technology products and a passion for using tech to improve learning outcomes.
• Experience in conducting customer training sessions, webinars, or workshops.
• Demonstrated success in a quota-bearing or target-driven role (renewals, upsells).
• Knowledge of instructional practices and educational trends.
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.
• Bachelor’s degree or equivalent experience in education, business, or a related field.