Customer Success Manager - Los Angeles

Amira Learning + Istation

Job Title: Customer Success Manager

Location: Los Angeles based: 60-75% travel required throughout the city of LA

Employment Type: Full-Time

About Us:

Amira Learning and Istation have merged to become the leading provider of AI-powered educational technology. The business will be Amira Learning. This strategic alliance unites two renowned leaders in the science of reading, creating a powerhouse that serves 4 million students today. Together, we bring an unparalleled depth of expertise, poised to exceed the expectations of educators globally.

Job Summary:

We are seeking a Customer Success Manager, Enterprise with practical experience partnering with customers in K-12 education. This includes building relationships with district leadership, onboarding new customers, and engaging in data-driven conversations regarding literacy intervention. This an individual contributor, customer-facing position. 

Essential Functions:

• Build Trusted Relationships

You build strong relationships keyed to trust and a sense of mutual mission. You will spend most of your time face-to-face in district offices, schools, and/or classrooms, interfacing with LAUSD teachers, leaders, and stakeholders. You will communicate with educators about their adoption trends and sentiment, and mine opportunities for deeper engagement. Because of your ability to influence others, educators at multiple levels of the organization serve as advocates, and therefore lead to more schools leveraging Amira effectively. 

• Manage Accounts to Drive Usage

You onboard partners so schools and classrooms launch Amira with success. You create measures of success and keep a pulse on the health of schools across the district. You provide insights to customers using data to drive Amira usage and implementation practices with fidelity, leading to impact (e.g. student growth). 

• Product Expertise & Feedback

You will know Amira’s product inside and out. You are often called upon to provide technical advice or training. You must be excellent at distilling the reasons why the product is working well and why it is failing to deliver value. You then convey this information back to R&D in an actionable form, working to find the right compromises between engineering and service implementation time/cost and customer value. 

• Use Product Data to Drive Value

You will communicate in novel and compelling ways about adoption trends and sentiment, finding ways to passionately convey the value proposition when examining a district’s utilization and reading growth data. You will use Customer Success enablement tools to scale your impact across a high volume of interactions (phone, email, and zoom) daily, tracking early-warning signs throughout the customer lifecycle and mitigating creatively and relentlessly.

• Risk Mitigation

You proactively mine for concerns or issues experienced by the customer. You get ahead of these problems whenever possible by tracking early-warning signs throughout the customer lifecycle and mitigating creatively and relentlessly. When necessary, you snap quickly into crisis management mode.

Qualifications:

• Bachelor’s degree, and/or relevant experience.
• Experience in education leadership - preferably within LAUSD.
• 2+ years of customer success experience - preferably in the Education SaaS industry. 
• Experience implementing software solutions - preferably in the Education SaaS industry.
• Proven track record of high (90%+) renewals rate and achievement of expansion goals and targets.
• Great interpersonal, written and oral communication skills.
• Preferred: Experience in start-up environment. 

Benefits:

• Competitive Salary
• Medical, dental, and vision benefits
• 401(k) with company matching
• Flexible time off
• Meaningful stock option ownership
• Cutting-edge work
• The opportunity to help children around the world reach their full potential

Commitment to Diversity:

Istation serves a diverse group of students and educators across the United States. We believe every student should have access to a high-quality education and that it takes a diverse group of people with a wide range of experiences to develop and deliver a product to meet that goal. Istation is proud to be an equal-opportunity employer.

Note: 

For those interested in applying for the Customer Success Manager position, please use the following URL to submit your application directly through our ATS: Customer Success Manager, Los Angeles

Additionally, you can find all available positions and their respective application links on our website.

Thank you for your interest in joining our team!