Customer Success Manager

Summary

Folio is seeking to add an integral position to our team, a Customer Success Manager. This person will help implement the vision for the customer experience—grounded in connections and community building with school leaders—and work closely with the Folio team to cross-functionally deliver on that vision. The Customer Success Manager will play a key role helping with the design, iteration and implementation of scalable systems that ensure all Folio member schools receive the support and coaching they need to promote faculty growth and learning using the myFolio platform. The Customer Success Manager will improve our member experience by focusing on retention and creating scalable resources to support our members through a one-to-many approach.

We are seeking a candidate who brings customer success expertise to our small team. You are the right person if you are excited by the opportunity that technology presents for managing systems and processes and passionate about helping schools support the professional growth of their teachers. This opening is for someone who can work mostly remotely and collaborate with our Folio team in person during retreats.

Key Responsibilities

• Build and maintain strong, long-lasting customer relationships with school leaders ensuring all needs are met including problem solving when challenges arise, and ensuring the timely and successful delivery of solutions based on schools’ needs and objectives.
• Implement Folio’s customer success strategy, including ensuring all Folio member schools receive the support and coaching they need in order to promote faculty growth and learning using the myFolio platform.
• Serve as the account owner for a portion of the Collaborative’s member schools, monitoring the implementation of the myFolio platform, holding check-in calls over the course of the year and providing coaching to help those schools meet their goals around their myFolio platform use and professional growth.
• Mange the implementation process for our member schools, including updating and managing the resources and facilitation tools for the implementation workshop, and running the workshops for the accounts assigned to the role.
• Advance Folio’s efforts to build community amongst our member schools by connecting members within segments to scale school success and deepen myFolio engagement.
• Craft insightful newsletters, blog posts, and educational materials that empower customers to maximize the value of our platform.
• Collaborate with the Folio team to deliver a seamless support experience for our schools increasing customer satisfaction and retention.
• Stay up-to-date on product or service developments and updates to provide accurate information and guidance to customers.
• Coordinate with the Folio team to develop resources and tools to provide support solutions for member schools using myFolio, with a focus on one-to-many content creation opportunities.
• Assist with the monitoring and facilitation of the membership renewal process, coordinating with the VP of Operations for outreach to current member schools.
• Act as a liaison between customers and the product or development teams, gathering feedback, feature requests, and suggestions to improve the product or service.
• Act as a strategic consultant, educating customers on industry best practices and how to leverage our platform for maximum impact.
• Schedule, monitor, assess, and report on the effectiveness of school success initiatives using SAAS metrics and the effective utilization of data and tracking tools, including HubSpot and related platforms.
• Prepare reports on account status and maintain and update technology systems related to Folio team work, including Google Suite, HubSpot, Notion, Slack, and Pendo.
• Create content - newsletter, blog post, customer resources

Requirements:

• Bachelor’s degree in Education, Business Administration, or related field preferred
• Experience in a customer success role, ideally at an education technology company
• Experience providing professional development and/or training in a k-12 setting
• Knowledge and experience in the independent school sector
• Interest in organizational development and leadership in organizations
• Ability to travel periodically to support schools on-site
• Ability to attend quarterly team retreats in Baltimore, MD
• Strong writing and communication skills
• Experience with workflow tools including Google Suite, HubSpot, Notion, Slack, and Pendo.
• A self-starter with an entrepreneurial spirit who takes initiative and ownership—previous experience in technology startup environments a plus

Benefits for Full-Time Employees:

• Health Care Plan (Medical)
• Life Insurance (Basic, Voluntary, & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Fully Remote
• Salary Range of $50,000-$70,000