ReadTheory
Customer Success Manager
CRM
K-12
SaaS
Edtech.com's Summary
ReadTheory is hiring a Customer Success Manager to lead onboarding and ongoing support for K-12 school customers while mentoring a customer support representative. The role involves handling customer interactions via chat and email, driving adoption and renewals, and collaborating with Sales and Product teams to enhance literacy outcomes.
Highlights
- Lead and mentor a support rep, handle daily chat and email support, and manage escalations.
- Own onboarding for new school and district Premium accounts including training and success plans.
- Drive product adoption and renewals through proactive check-ins and partnership with Sales.
- Implement rosters and integrations such as Google and Clever/ClassLink, plus light data imports.
- Create training materials including live sessions, guides, and short videos for teachers and administrators.
- Convert customer insights into actionable product feedback and maintain support resources.
- Track and improve key customer success metrics: first response time, resolution, CSAT, NPS, and activation rates.
- Required skills: 3+ years in Customer Success or Support at a SaaS company with leadership experience, strong onboarding and training abilities.
- Technical proficiency with web applications, spreadsheets, and CRMs; excellent written and verbal English.
- Preferred: K-12 or EdTech experience, helpdesk/chat and CRM knowledge, and startup process-building experience.
Customer Success Manager Full Description
Customer Success Manager
tl;dr
ReadTheory, a bootstrapped EdTech company used by more than 20 million students, is hiring a Customer Success Manager to run onboarding and ongoing success for our K-12 school customers while mentoring our customer support rep and covering some chat/email time.
Why is this a great position?
ReadTheory has been used by more than 20 million students, growing primarily through teacher word of mouth. You will shape how schools experience ReadTheory Premium from first login to renewal. You will build playbooks, coach a support teammate, and work directly with the founders to improve literacy outcomes at scale.
Whom are we looking for?
A hands-on leader who can guide schools to success and keep service levels high. You write clearly, present confidently, and build simple processes. You are tech savvy, proactive, and comfortable partnering with Sales and Product. Prior K-12 experience is a plus.
Responsibilities
- Lead, mentor, and work the queue: coach one support rep and spend daily time in chat and email, meeting SLAs and handling escalations.
- Own onboarding for new school and district Premium accounts: kickoff, success plans, training, first value.
- Drive adoption and renewals: monitor health, run proactive check-ins, partner with Sales on retention.
- Implement rosters and integrations (Google, Clever/ClassLink) and light data imports.
- Create training: live sessions and simple guides or short videos for teachers and admins.
- Turn customer insights into product feedback; maintain macros, help articles, and workflows.
- Report and improve core metrics: first response, resolution, CSAT, NPS, activation.
Qualifications (Must-haves)
- 3+ years in Customer Success or Support at a SaaS company, including mentoring or team lead experience.
- Proven onboarding and training skills for customer accounts.
- Excellent written and verbal English.
- High technical proficiency with web apps, spreadsheets, and CRMs.
- US-based and able to work eastern US school hours.
Qualifications (Nice-to-haves)
- K-12 background (teacher or admin) or edtech experience.
- Helpdesk/chat experience and CRM experience.
- Startup or bootstrap experience building processes from scratch.
To apply for this position, please email [email protected]. We look forward to reviewing your application!
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