Customer Success Manager

Ideal candidate will be located in the Central Time Zone.

If you are looking for an opportunity to positively impact school district English Language programs by developing relationships with district leaders and helping them optimize their use of Ellevation, we have a position for you!

We are looking to add a proactive, innovative, and results-oriented Customer Success Manager who will serve as the main onboarding contact and act as a key relationship manager responsible for account health, ongoing adoption, and engagement with Ellevation. Working closely with our Account Management team, you will seek to understand district priorities and regularly monitor district health to ensure partners are set up for successful renewals and expansions.

This role will include delivering services to our partner districts, focused on driving adoption and long-term engagement with the product. You will collaborate with our Customer Success and Product Education teams to better understand district needs and refine Ellevation’s onboarding approach to ensure active engagement with the platform and instructional products. Most importantly, you will help thousands of educators leverage a software solution that supports English Language Learners in achieving their highest aspirations.

You will become an expert in our product and best practices, consulting with partners on how to effectively implement and maximize Ellevation in their districts. This role requires strong organizational and relationship management skills, a service-oriented mindset, and an entrepreneurial approach. We are looking for someone who thrives in a scaling organization, communicates effectively, and is proactive and self-driven.

As a Customer Success Manager, you will build the skills necessary to maintain high levels of partner satisfaction and health, while serving as a trusted thought partner to school districts in maximizing their use of Ellevation’s compliance and instructional products.

Within 1 month, you will:

Onboard and learn about Ellevation, and the work we do to improve outcomes for EL students.

Become familiar with our product offerings, and our customer landscape.

Understand the Partner Success Organization (PSO) approach and how we work within the PSO Department, as well as in close collaboration with theRevenue teams.

Learn the various tools and processes that Customer Success Managers use

to facilitate new partner implementation and ongoing engagement.

Shadow Customer Success meetings/calls (i.e. Kickoff, Design, Planning,

etc.), as well as online training on all of Ellevation’s products.

Within 3 months, you will:

Take on your first new partner implementation(s) and begin managing your full caseload partners in Success;

Build relationships with the Account Managers you work closely with to learn more about your partners;

Continue to gain proficiency with the Ellevation product suite and deepen product knowledge;

Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction and other health metrics;

Support partners to understand and adopt new products/features as they are rolled out by sending emails suggesting webinars, links to RC articles, videos, working sessions, etc.

Within 6 months, you will:

Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation’s suite of products for multiple partners simultaneously;

Deepen your ability to analyze data to monitor partner health, and develop confidence in determining which mitigating saving actions and plays to apply for which partners in a timely manner;

Collaborate with other PSMs and other internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging  and supporting our district partners;

In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals.

Within 12 months, you will:

Maintain high levels of partner health, including data freshness, Platform usage, Strategies usage, and overall partner satisfaction, while also managing partner expectations.

Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs.

Act as a subject matter expert for our Product Education team as it relates to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources.

Surface learnings/observations/feedback from our district partners to Ellevation’s Product and Engineering Teams to help inform future product development efforts, and participate in dogfooding and other feedback exercises with the Product team.

About you:

Must be located in the Central Time Zone

Strong preference for candidates with direct experience in Texas and a deep understanding of the Texas EL landscape (e.g., TELPAS, LPAC processes, and state compliance requirements)

Experience supporting or managing districts within the Central region strongly preferred

Ideally 3+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, Educational Administration, or another client-facing role

Strong leadership, analytical, and organizational skills

Outstanding verbal and written communication skills with audiences at all levels

Ability to guide and support users with varying levels of comfort with technology

Driven, self-motivated, and proactive with a “can-do” attitude

Experience and knowledge of the ELL landscape and instructional practices

Ability to produce results in a fast-paced, sometimes ambiguous environment

Strong project management skills and ability to break down complex challenges into actionable steps

Proven ability to identify value-based opportunities and advocate for partner needs

Passion for driving change in education

Willingness to travel to support onboarding and user gatherings as needed