Customer Success Manager

About Togetherhood

At Togetherhood, we are transforming enrichment and education for children from preschool through high school. As a rapidly growing technology marketplace, we simplify the creation of world-class enrichment programs for schools, community centers, residential communities, and homeschooling networks. Our mission is to ensure that every child, regardless of financial circumstances, has the opportunity to realize their aspirations. Founded by a repeat entrepreneur with a proven track record—including two acquisitions and an IPO as Chief Product Officer at Farfetch—Togetherhood is poised for impactful growth.

What You’ll Do

As a Customer Success Manager, you will be the key driver of the end-to-end experience for our partners (such as after school directors and PTA presidents) and our service providers. Your mission is to cultivate exceptional customer experiences for both groups, maximizing our impact in the community. You will ensure seamless operations and communication, overseeing daily programming at each community site. This role demands an acute awareness of stakeholder needs, regular on-site observations, and a commitment to fostering successful, long-lasting partnerships.

You will be an integral member of our Operations Team, collaborating with our Sales Team to enhance account value and ensure our partners thrive with Togetherhood each semester. This role is based in NYC and requires frequent travel to our sites.

Key Responsibilities:Portfolio Management

• Build Relationships: Develop strong, collaborative relationships with all partners and providers in your portfolio.
• Tailor Programming: Understand each partner's unique context and demographics to customize programming effectively.
• Ensure Smooth Operations: Oversee day-to-day programming through successful onboarding and continuous management of all providers.
• Act as Liaison: Facilitate communication between providers and partners, identifying issues and implementing sustainable solutions.
• Address Concerns Promptly: Resolve operational and logistical challenges from both partners and providers efficiently.
• Provide On-Site Support: Offer tactical support on-site as necessary.

Leadership & Collaboration

• Team Collaboration: Work with fellow Customer Success Managers to ensure consistent implementation of operational priorities across all programming sites.
• Cross-Functional Partnerships: Collaborate with other leaders across the organization to drive strategic initiatives.
• Mentorship: Serve as a role model and mentor, fostering the growth and development of team members.

Qualifications:

• Education: Bachelor’s degree required.
• Experience: Minimum 5 years in operations management, with at least 3 years in a leadership role.
• Technical Skills: Proficient in Microsoft Office, particularly Excel and Google Sheets for data management and analysis.
• Interpersonal Skills: Exceptional ability to build productive relationships with diverse stakeholders.
• Detail-Oriented: Meticulous attention to detail, with the ability to produce high-quality work in a fast-paced environment and make decisions in ambiguous situations.
• Discretion: Capable of handling sensitive and confidential information with discretion.
• Passion for Mission: A strong commitment to Togetherhood’s mission of providing high-quality enrichment programming for all children.

Your Superpowers:

• On-the-Fly Problem Solver: You thrive on brainstorming innovative solutions within each client’s context.
• Hardworking: In our startup environment, you embrace all tasks—no job is too big or too small.
• Calm Under Pressure: You maintain a positive attitude, even when challenges arise.
• Growth-Oriented: You are passionate about fostering team spirit, morale, and work ethic for a bright future.
• Exceptional Listener: With high emotional intelligence, you instinctively understand people’s needs.
• Curious and Inquisitive: You love asking questions, following up, and retaining what you learn.
• Outgoing: You enjoy meeting new people and forming meaningful relationships with a diverse array of individuals.
• Entrepreneurial Spirit: You thrive in a high-growth environment with limited formal structure, eager to innovate and improve.