GROW Customer Success Manager

The GROW Customer Success Manager (CSM) is a key player in the success of Paper’s High-Impact Tutoring (HIT) solution, GROW. Reporting to a GROW-specific manager, the GROW CSM is responsible for managing a portfolio of district partnerships, ensuring seamless program delivery and exceptional customer experience. This role works closely with GROW Program Designer and internal cross-functional teams (sales, academic, operations, and product) to ensure programs are aligned with district goals, launched successfully, and drive strong student outcomes.

Paper is reimagining how schools support students so that every learner can reach their full potential. Our vision is a world where every student receives timely, personalized, and relevant academic support. We offer a suite of scalable solutions including 24/7 tutoring, writing feedback, math practice, college and career support, and AI-powered instructional tools that provide personalized support to all students, including multilingual learners. Our GROW high-impact tutoring program accelerates learning through targeted small-group instruction, delivers measurable gains in student achievement, and eases teacher workloads. Trusted by 500+ school districts across 40+ states and backed by leading investors including IVP, Sapphire Ventures, Framework Capital, and Reach Capital, we’re pursuing a bold goal: to drive the best academic outcomes for as many students as possible.

Recent articles:

• GROW by Paper Drives 201% Increase in Grade-Level Proficiency in Just 12 Weeks

• GROW by Paper Earns Stanford’s NSSA Tutoring Program Design Badge, Signaling Excellence in Research-Aligned Design

• Paper Appoints Marisa Burkhart as CRO

Job Description

Key Responsibilities
 

1. Customer Relationship Management

• Build and manage relationships with school and district leaders to ensure successful implementation and sustained engagement in GROW programs.

• Serve as the primary point of contact at the academic hand off in post-sale, maintaining consistent communication with site stakeholders to ensure alignment on goals, logistics, and expectations.

• Act as a trusted advisor and advocate for site leaders and districts, providing ongoing support throughout the school year to help them meet their goals while ensuring alignment with the GROW program model.

• Maintain accurate records of customer interactions, decisions, and program updates using tools like Salesforce and Airtable.
   

2. Program Execution & Activation

• Collaborate with GROW Program Designer to support the development and refinement of tutoring program plans.

• Proactively manage implementation timelines, track deliverables, and ensure adherence to key milestones for each site partnership after the post-sales hand-off. 

• Use project and program management tools (e.g., Asana, Airtable, Notion) to coordinate logistics and communicate progress internally.

• Monitor and track program KPIs such as student attendance, session completion, and academic progress.

• Prepare and deliver regular progress updates, performance summaries, and insights to district and site-level points of contact.

• Leverage program data to identify risks or gaps and partner with internal teams to resolve issues quickly.
   

3. Onboarding & Enablement

• Lead orientation sessions for school leadership and teachers to ensure clarity on program design, scheduling, and operational responsibilities.

• Facilitate professional development and training for educators on GROW expectations, processes, and platform usage.

• Tailor onboarding and enablement content to reflect site-specific needs while reinforcing core components of the GROW model.
   

4. Cross-Functional Collaboration

• Partner with internal teams including sales, academic services, tutor operations, onboarding, and product to ensure a unified customer experience.

• Serve as a feedback loop between the field and internal teams, escalating district feedback and product needs appropriately.

• Attend district meeting & lead site level meetings as a GROW subject matter expert. 

• Contribute to internal reporting, reviews, and updates for GROW leadership and senior stakeholders

Qualifications:

• 1-2 years experience working with customers within a SaaS company or in a Customer Success role at a high growth B2B SaaS and or B2B2C Company.

• You leverage data in all of your decision making

• The ability to thrive in a collaborative, team environment while working independently with minimal supervision.

• You have amazing written and verbal communication skills; you’re talking to our customers, after all!

• You are a pro at building relationships with customers and stakeholders

• Outstanding organizational skills and the ability to manage multiple tasks and requests.

• Results oriented; you always have your next goal in mind, and a plan to get there

• You are willing to travel 35%-40% of the time (travel may fluctuate)

The annual salary range for this position is $70,000-$90,000 USD, plus eligibility to participate in an incentive plan. Please note that the final offer amount is also influenced by geographic location and may vary from the amounts listed above.

What is it like to work at Paper? You will:

• Be joining a remote-first company with a collaborative, mission-driven culture working together to write the next chapter of Paper!

• Have opportunities to connect in person throughout the year, even while working remotely day-to-day.

• Be part of an exciting new era of growth, with fresh leadership, a bold product vision, and a redefined charter.

• Thrive in a fast-moving, build-from-scratch environment where agility and critical thinking guide decisions, collaboration is built on trust and healthy challenge, and every team member takes ownership to deliver real customer impact and grow every day.

Additional Benefits:

• Comprehensive & competitive compensation, health benefits, retirement plan, stock options, and more.

• In addition to vacation days, we provide Paperites with sick days and 4 extra weeks off - including statutory holidays, Paper Days throughout the year, and a full Paper Week from Dec 25 to Jan 1.

• A $500 stipend to set-up your workspace and $100 monthly stipends to support with on-going workspace needs.

• We support growing families with generous paid parental leave.

• Unlimited access to tutoring and educational support for children of Paper employees.

You’ll be joining a team of mission-driven builders who care deeply about equity in education, and who thrive in a culture of ownership, velocity, and continuous learning. If you’re energized by challenges, inspired by impact, and ready to help lead a high-growth business through its next phase, we’d love to meet you.

We believe diverse teams build better products and we are committed to creating an inclusive environment for all employees. Paper does not discriminate on the basis of race, color, religion, gender, gender orientation, gender expression, sexual orientation, age, national origin, disability, marital status, or military status.

Requisition ID

R-100313