History & Mission
Founded in 2014 in Montreal, Canada, by Philip Cutler and Roberto Cipriani, Paper is an educational support system (ESS) for K-12 schools across North America. The company's fundamental mission is to bridge the gap between what schools provide and what students need to succeed. As a personalized learning platform that empowers all students and maximizes their lifetime potential, Paper's team of vetted and trained educators offer 1:1 online tutoring for any subject, at any time. Students communicate with these educators about their challenges with classwork and solve their problems collaboratively via a rich, text-based environment.
Paper closed its first public school deal in 2018 and has subsequently signed numerous districts onto its platform. In 2019, Paper generated $1 million in annual recurring revenue (ARR) and exited 2022 with $68 million ARR. Paper has grown from 174 employees in 2019 to over 1800 employees currently (split between FTEs and Part-time Tutors).
Today, Paper serves more than 3 million students from over 400+ school districts across 40 US States and Canada with headquarters in both Montreal and Las Vegas. Paper integrates directly into a school district's existing IT infrastructure and leverages technology to equip all students with personalized learning to maximize outcomes.
Solutions
The Paper ESS is comprised of three key solutions allowing each student to build a learning profile that is informed by data collected throughout their academic journey and augmented by the data of Paper's growing network of learners across North America. Since its founding, the company has been optimizing its product and has evolved into a per-student annual subscription license that targets public school districts as the primary customer.
1. Personalized Tutoring: Paper provides students with 24/7 access to tutoring in any subject, anytime from anywhere. Various communication features (including text, voice notes, and a virtual whiteboard) ensure students have an experience that best suits their preferred learning style. Support is available in English, Spanish, French, & Mandarin.
2. Practice Center: Paper provides practice tools that support in-class and at-home academic practice in engaging formats that focus on their zone of proximal development, including Math, English, Language, Arts, and Reading fluency.
3. College and Career Readiness: Paper provides students with resources that prepare them for life after high school, including academic planning, college and career readiness tools, work-based learning, and micro-credentials. Paper helps ensure every student's education leads to a successful career outcome, whether through a degree or going into the workforce.
Additionally, the company's platform delivers a portal for teachers and administrators to gain data and analysis of a student's competencies and progress.
Financial Sponsors
Since its founding, Paper has raised over $390 million in financing. In 2016, the company received $1.6 million in seed funding, led by Birchmere Ventures, followed by $7.5 million in a Series A round led by Reach Capital and Bullpen Capital, with participation from Google. In 2020, Paper raised an additional $11 million in funding led by Framework Venture Partners and Salesforce. In June of 2021, the company closed a $100 million Series C led by IVP, and the following year in 2022, Paper closed a Series D financing of $270 million led by Softbank and Sapphire Ventures.
The Opportunity
Paper grew at an incredibly rapid pace over the COVID-19 pandemic when the world experienced a sudden shift away from the classroom and forced rapid adoption of online learning, education, and virtual tutoring. Post-pandemic, with the democratization of Generative AI and the shift in federal funding, Paper is refocusing its efforts towards a path to profitability.
Job Summary
Job Description
We are looking for a customer-centric, data-driven Senior Customer Success Manager based in Mississippi to join our growing Customer Success team. In this role you will interface with students, parents, and educators to drive adoption of the Paper products across the student body.
The Senior Customer Success Manager will liaise with customer contacts and collaborate internally with stakeholders across Sales, Account Management and other teams across the organization, on a day to day basis in order to drive value across their book of business.
We are looking for proactive, organized, data driven individuals with experience fostering customer relationships and working cross-functionally to achieve customer activation and retention. To be successful in this role, you will be a proficient communicator who leads with empathy, a creative problem solver who works collaboratively across internal and external stakeholders to mitigate risk. A well-organized, methodical approach to working will be crucial in empowering you to achieve results across your book of business.
Responsibilities:

• Build, manage, and grow relationships with our customers by facilitating teacher and student adoption of the Paper platform
• Partner with our customers to understand their needs and develop meaningful plans that feed their long term goals
• Understand the main features and benefits of our products inside and out and articulate them to our customers
• Manage the student activation funnel and work closely with Account Management and Customer Onboarding to drive power users across your book of business.
• Use multiple methods of engagement (in person visits and presentations, emails, calls, etc) to drive student activation and broad adoption of Paper.
• Offer strategic solutions to customers, earning their trust by educating them on how to use Paper to drive academic impact and student confidence.
• Manage key metrics that feed into team based goals around student activation, retention, growth, and advocacy
• Serve as the customer advocate to ensure product feedback is passed to our Product and Engineering teams

• On an as needed basis, oversee a small team of regionally-based Customer Engagement Specialists. Demonstrate strong, competent leadership for team member(s) to guide them in reaching their full potential and meeting their objectives, which supports achievement of team and corporate goals

Qualifications:

• 3+ 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)

Nice-to-haves:

• Can share with us a time that you analyzed data, and took actions on those insights help a customer achieve their goals
• Have ed tech experience
• Have been at a company that's scaled from $10 --> $100 million+ in revenue

Job perks:

• Work with a dynamic team that provides support whenever you get stuck.
• Remote first environment.
• A unique opportunity to make an impact by making education more equitable.
• Stipend to help support the growth of your home office.
• Unlimited access to tutoring for children of Paper employees.
• Benefits: Retirement plan, Medical, Dental, Vision, EAP, PTO, Parental Leave, Pet insurance and more

About Paper
Paper offers an exciting, dynamic, inclusive work environment putting excellence at the center of everything we do. Our mission is woven into the fabric of our culture, challenging our team to build meaningful and creative solutions.
We thrive when we collaborate with each other, and use integrity and selflessness to align our business decisions with our mission. We approach every challenge with positivity, achieving the outcome we want regardless of what gets in the way. Our tenacity propels our hyper-growth, where trust is key and we all strive to make an impact every day.
We believe that diverse teams build better products. Paper does not and will not discriminate on the basis of race, color, religion, gender, gender orientation, gender expression, age, national origin, disability, marital status, sexual orientation, or military status in any of its activities or operations.
Nobody checks every box, but the Paper team is built by passionate and innovative people who share our mission for democratizing education. If you don't think you meet all of the requirements above but are still interested in the job, please apply.
PS. Equity is our mission! We make sure to treat all candidates equally: If you are interested please apply through our job board - our amazing talent team will reach out! Our team isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone.
Requisition ID
R-100154