Today, 67% of students and 82% of low-income students can’t read at grade level by the end of third grade. That’s when students are supposed to go from learning to read to reading to learn. It’s America’s number one education crisis and we know how to fix it.
Ignite Reading delivers one-to-one virtual tutoring that teaches every student the foundational skills they need to become a confident, fluent reader. We pair students who need extra support with expert reading tutors who provide daily, 15-minute, Science of Reading-based instruction that rapidly closes their decoding gaps. We focus on the foundational reading skills—phonics, phonemic awareness, and sight words—kids need to master so they can decode a sentence. Students in Ignite Reading’s program achieve over 2 weeks of reading skills growth per week of instruction, and notably all students achieve the same outstanding results including students with IEPs, multilingual learners, students of color and those receiving free or reduced-price lunch.
Ignite Reading is a mission-driven public benefit corporation. We believe we can do well for our team members and shareholders while we solve one of the nation’s biggest challenges. We believe we will be more successful with a diverse team and are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion.
Your Role
Reporting to the Director of Customer Success, the Customer Success Manager plays a critical operational role in school launch and ongoing relationship management. The Customer Success Manager will nurture school and district accounts to ensure a superb partnership experience with Ignite! Reading from launch to partnership renewal (and expansion!) for the following school year. The Customer Success Manager will:
- Lead customer account setup, including scheduling meetings, creating project plans, collecting key documentation, and capturing unique school needs
- Train and prepare schools to implement Ignite successfully
- Provide a seamless customer experience during the handover from the Partnerships team
- Partner closely with Literacy Specialists to prepare for launch and data meetings
- Support rostering, configuration, and QA for GoSchoolBox (GSB), our tutoring interface, and Spark, our assessment platform
- Create and continually revise implementation documentation and training resources, supplementing Ignite’s internal knowledgebase and educating customers with implementation best practices
- Assist with ongoing customer technical support, including GSB and headphone issue identification and resolution
- Assist with ad hoc projects related to the successful deployment and support of Ignite partners
Competencies
- 2+ years of classroom experience or other K-12 school-based experience and/or experience working in edtech SaaS or professional learning services organizations
- Prior professional experience as a Help Desk or Customer Success Manager
- Enthusiastic personality with superior communication, presentation, and interpersonal skills
- Strong emotional intelligence and ability to facilitate work with stakeholders, including building relationships in service of the mission of Ignite! Reading and its strategic priorities
- Tech-savvy and support-oriented, with practical experience in new systems and process implementation and training
- Exceptional attention to detail, impeccable organizational skills, and ability to manage multiple strategic projects
- A track record of developing data-driven insights to improve the customer experience
- A willingness to do whatever it takes to get the job done while balancing long-term projects with the urgency of immediate demands in a fast-paced start-up environment
- Collaboration is your flow state - you love working with others to achieve our common goals
- Someone who can effectively manage their responsibilities in an environment with varying and demanding work schedules, demonstrating the ability to adjust and perform consistently while working in a remote environment
- Bonus: previous experience in a start-up environment
At Ignite Reading, we’ve decided to embrace a transparent compensation structure for a few reasons:
To promote fairness and equity: This approach supports fairness within our structure. When everyone knows how compensation decisions are made, it reduces the likelihood of pay discrimination based on factors like gender, race, relationships, or negotiation skills.
To provide accountability for our approach: The same role receives the same compensation, with no negotiation.
To build trust within the organization: When employees understand how their compensation is determined, they are more likely to trust organizational structures and decisions, which can lead to overall better culture.
To support legal considerations: Many states are moving to requiring compensation listed on job descriptions and we want to follow these rules.
Salary: $70,000 (This is a full-time, exempt role)
We also ensure you have the tools you need to thrive both in and out of work.
- Employee Stock Options
- Medical, Dental, and Vision (80% employee coverage, 50% dependent coverage)
- Short-term disability (100% employer paid)
- Technology Stipend
- Unlimited PTO + 12 paid holidays
- Professional Development Stipend
- Wellness Reimbursement
- Internet Stipend
- 12 Weeks of Parental Leave
- Yearly Staff Retreat
- Voluntary Life Insurance
We believe in building and fostering a diverse and inclusive workplace environment. We are proud to be an equal opportunity employer where all applicants are considered for employment without attention to color, religion, sexual orientation, gender identity, national origin, veteran or disability status. Research shows that candidates from underrepresented backgrounds often don't apply for roles if they don't meet all the criteria – unlike majority candidates meeting significantly fewer requirements. We strongly encourage you to apply if you’re interested!
We are seeking candidates who have lived experience related to social justice, diversity, equity, and inclusion. We are a virtual organization with headquarters in the California Bay Area.
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What We Do
When kids learn to read on time their opportunities in school and life improve profoundly. If a child cannot read by the time they are in third grade, they are four times less likely to graduate high school.* In 2022, only 33% of U.S. fourth graders and 31% of eighth graders were reading at grade level (National Assessment of Educational Progress reading assessment scores). Ignite Reading is on a mission to fix this.
Ignite Reading delivers one-to-one virtual tutoring that teaches K-8th graders the foundational skills they need to become confident, independent readers. We pair developing readers with expert reading tutors who provide daily, 15-minute, Science of Reading-based instruction that rapidly closes decoding gaps. Students across all demographics achieve the same outstanding results–an average of 2.4 weeks of reading skills growth per week of instruction–including students with IEPs, multilingual learners, students of color and those receiving free or reduced-price lunch. By ensuring all students master the foundational skills to fluently read any word, Ignite Reading empowers them to move forward and unlock everything school and life have to offer.
"Ignite Reading is one of the most, if not the most, successful interventions we have implemented in our district. The student results and program design are indisputable."
- Claudia Salvestrin, Assistant Superintendent, Red Bluff Union Elementary School District, CA
