Edtech.com's Summary

ReadTheory is hiring a Customer Success Manager to lead onboarding and ongoing success for K-12 school customers while mentoring a support representative and managing daily chat and email support. The role involves driving adoption, renewals, implementing integrations, creating training materials, and collaborating closely with sales and product teams to improve customer experience and core metrics.

Highlights

Lead onboarding and success plans for new school and district Premium accounts
Mentor and coach support representative; handle chat and email support with SLA compliance
Drive customer adoption, retention, and renewals; partner with Sales on retention efforts
Implement Google, Clever, and ClassLink integrations; perform light data imports
Create training content including live sessions, guides, and videos for educators and admins
Gather customer insights to provide product feedback and maintain customer support resources
Monitor and improve key metrics such as first response time, resolution, CSAT, NPS, and activation
Require 3+ years in Customer Success or Support at a SaaS company with mentoring/team lead experience
Must have strong onboarding, training, written/verbal communication, and technical skills with web apps, spreadsheets, and CRMs
Prefer candidates with K-12 or edtech experience, helpdesk/chat knowledge, and startup background

Customer Success Manager Full Description

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 jobs@readtheory.org. We look forward to reviewing your application!

Original Job Description

Why is this a great position?

Whom are we looking for?

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 jobs@readtheory.org. We look forward to reviewing your application!

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