Education Week
Customer Success Manager
B2B2C
CRM
K-12
Edtech.com's Summary
Education Week is hiring a Customer Success Manager. The role involves serving as the main contact for institutional subscribers like schools and universities, guiding them through onboarding, engagement, and renewal while collaborating with sales, marketing, editorial, and product teams to drive retention and growth through relationship management and data-driven strategies.
Highlights
- Serve as primary contact for institutional customers including schools, districts, and universities
- Lead onboarding, training, and ongoing engagement to ensure customer success and retention
- Design and execute lifecycle marketing campaigns tailored to customer segments
- Track and analyze engagement metrics and recommend improvements
- Identify upsell and cross-sell opportunities
- Manage customer inquiries and cancellation requests effectively
- Maintain records of interactions and account activity using Salesforce CRM
- Required qualifications include a bachelor's degree and 2-3 years of experience in customer success or lifecycle marketing, strong communication and organizational skills, CRM and analytics proficiency
- Preferred experience with nonprofit journalism, education audiences, subscription platforms, and customer education
- Starting salary range is $56,500 - $63,000 plus bonus, with health, dental, 401(k), PTO, and tuition assistance benefits
Customer Success Manager Full Description
Customer Success Manager
Education Week, a nonprofit, K-12 news organization, is seeking a Customer Success Manager to join its marketing and content sales team.
Job Summary
The Customer Success Manager sits at the intersection of customer success, support, and lifecycle marketing, ensuring institutional subscribers successfully onboard, actively engage, and realize ongoing value from their subscriptions. This role serves as the primary point of contact for group accounts—including schools, districts, universities, and organizations—guiding them from onboarding through renewal.
Working cross-functionally with sales, marketing, editorial, analytics, and product teams, you will drive retention, engagement, and growth by combining relationship management with data-driven marketing strategies. Success in this role requires balancing hands-on customer support with proactive efforts to increase adoption, satisfaction, and long-term value. This full-time hybrid position is based in Education Week's Bethesda, MD., office in the Washington D.C. metro area. Candidates must be able to work in the Bethesda, MD. office or willing to relocate. The starting annual salary range for this position is $56,500 - $63,000, plus bonus.
Responsibilities Serve as the primary point of contact for institutional customers, including schools, districts, universities, and organizations Ensure that customers find ongoing value in our content by: Leading onboardings for new group accounts, including account setup, administrator training, and usage guidance Monitoring account health, identifying at-risk customers, and implementing engagement and retention strategies Managing and resolving customer inquiries and issues in a timely manner Creating and maintaining customer resources such as FAQs, guides, and best practices to improve experience and scalability Designing and executing lifecycle marketing campaigns showcasing content tailored to the audience, including onboarding, engagement, and renewal email communications Track and analyze engagement metrics (e.g., usage, logins, email performance) and recommend improvements Support customer retention efforts and help improve renewal rates Identify upsell and cross-sell opportunities, such as additional seats or expanded offerings Manage cancellation requests by understanding customer needs and identifying opportunities to retain accounts Advocate for customer needs internally and share insights across teams Maintain accurate records of customer interactions and account activity in Salesforce Contribute to forecasting, planning, and process improvements for customer success efforts Participate in meetings and cross-functional initiatives to support organizational priorities Perform additional duties as needed to support team and organizational goals
Qualifications
Bachelor’s degree and 2–3 years of experience in customer success, lifecycle marketing, or subscription growth (or equivalent experience). Experience working with institutional or B2B/B2B2C customers. Strong communication skills, with the ability to create content and present to internal and external audiences. Analytical mindset with experience using CRM, marketing, and analytics tools to drive decisions. Ability to balance reactive support with proactive engagement strategies. Strong organizational skills and ability to manage multiple priorities. Proficiency in Microsoft Office and willingness to learn new technologies. Commitment to diversity, equity, and inclusion and alignment with Education Week’s mission.
Preferred Qualifications
Familiarity with nonprofit journalism, education audiences, or mission-driven organizations. Experience with subscription platforms or access systems. Experience with webinars, training, or customer education.
About Education Week
Education Week (www.edweek.org), America’s most trusted source of K-12 education news, analysis, and opinion, is a digital-first news operation that is dedicated to raising the level of awareness and understanding among professionals and the public of important issues in American education. A leading authority in an ever-evolving space, we bring over four decades of experience to our journalism and research without bias or agenda.
Editorial Projects in Education (EPE), is a non-profit media organization that serves the nation’s leading K-12 policymakers, educators, researchers, marketers and other influencers with informed, independent, and highly respected journalism and research, with the goal of improving U.S. K-12 education, At Education Week, we believe that an equitable – and excellent –education for all students is possible, and we empower the field to make it a reality.
Benefits
Education Week is a vibrant workplace that is conveniently located in the heart of downtown Bethesda, MD right outside of Washington, DC. We offer a competitive salary and benefits package including health and dental insurance, a 401(k), PTO, and tuition assistance. We value innovation, leadership, diversity, and forward-thinking, and provide a friendly, intellectual, challenging work environment where employees can thrive and grow professionally. As such, Education Week is an equal opportunity employer.
Our Mission & Culture
We are principled. We are welcoming. We are passionate. We are expert.
We value our staff and applicants and invite you to apply today at https://edweek.org/careers.
Things To Know
This job is covered under the terms of a collective bargaining agreement with the Washington-Baltimore News Guild, CWA Local 32035. We utilize E-Verify as part of our hiring process.Education Week is unable to sponsor applicants for work visas at this time.
Pay Range: $56,500 - $63,000 per year
Education Week, a nonprofit, K-12 news organization, is seeking a Customer Success Manager to join its marketing and content sales team.
Job Summary
The Customer Success Manager sits at the intersection of customer success, support, and lifecycle marketing, ensuring institutional subscribers successfully onboard, actively engage, and realize ongoing value from their subscriptions. This role serves as the primary point of contact for group accounts—including schools, districts, universities, and organizations—guiding them from onboarding through renewal.
Working cross-functionally with sales, marketing, editorial, analytics, and product teams, you will drive retention, engagement, and growth by combining relationship management with data-driven marketing strategies. Success in this role requires balancing hands-on customer support with proactive efforts to increase adoption, satisfaction, and long-term value. This full-time hybrid position is based in Education Week's Bethesda, MD., office in the Washington D.C. metro area. Candidates must be able to work in the Bethesda, MD. office or willing to relocate. The starting annual salary range for this position is $56,500 - $63,000, plus bonus.
Responsibilities Serve as the primary point of contact for institutional customers, including schools, districts, universities, and organizations Ensure that customers find ongoing value in our content by: Leading onboardings for new group accounts, including account setup, administrator training, and usage guidance Monitoring account health, identifying at-risk customers, and implementing engagement and retention strategies Managing and resolving customer inquiries and issues in a timely manner Creating and maintaining customer resources such as FAQs, guides, and best practices to improve experience and scalability Designing and executing lifecycle marketing campaigns showcasing content tailored to the audience, including onboarding, engagement, and renewal email communications Track and analyze engagement metrics (e.g., usage, logins, email performance) and recommend improvements Support customer retention efforts and help improve renewal rates Identify upsell and cross-sell opportunities, such as additional seats or expanded offerings Manage cancellation requests by understanding customer needs and identifying opportunities to retain accounts Advocate for customer needs internally and share insights across teams Maintain accurate records of customer interactions and account activity in Salesforce Contribute to forecasting, planning, and process improvements for customer success efforts Participate in meetings and cross-functional initiatives to support organizational priorities Perform additional duties as needed to support team and organizational goals
Qualifications
Bachelor’s degree and 2–3 years of experience in customer success, lifecycle marketing, or subscription growth (or equivalent experience). Experience working with institutional or B2B/B2B2C customers. Strong communication skills, with the ability to create content and present to internal and external audiences. Analytical mindset with experience using CRM, marketing, and analytics tools to drive decisions. Ability to balance reactive support with proactive engagement strategies. Strong organizational skills and ability to manage multiple priorities. Proficiency in Microsoft Office and willingness to learn new technologies. Commitment to diversity, equity, and inclusion and alignment with Education Week’s mission.
Preferred Qualifications
Familiarity with nonprofit journalism, education audiences, or mission-driven organizations. Experience with subscription platforms or access systems. Experience with webinars, training, or customer education.
About Education Week
Education Week (www.edweek.org), America’s most trusted source of K-12 education news, analysis, and opinion, is a digital-first news operation that is dedicated to raising the level of awareness and understanding among professionals and the public of important issues in American education. A leading authority in an ever-evolving space, we bring over four decades of experience to our journalism and research without bias or agenda.
Editorial Projects in Education (EPE), is a non-profit media organization that serves the nation’s leading K-12 policymakers, educators, researchers, marketers and other influencers with informed, independent, and highly respected journalism and research, with the goal of improving U.S. K-12 education, At Education Week, we believe that an equitable – and excellent –education for all students is possible, and we empower the field to make it a reality.
Benefits
Education Week is a vibrant workplace that is conveniently located in the heart of downtown Bethesda, MD right outside of Washington, DC. We offer a competitive salary and benefits package including health and dental insurance, a 401(k), PTO, and tuition assistance. We value innovation, leadership, diversity, and forward-thinking, and provide a friendly, intellectual, challenging work environment where employees can thrive and grow professionally. As such, Education Week is an equal opportunity employer.
Our Mission & Culture
We are principled. We are welcoming. We are passionate. We are expert.
We value our staff and applicants and invite you to apply today at https://edweek.org/careers.
Things To Know
This job is covered under the terms of a collective bargaining agreement with the Washington-Baltimore News Guild, CWA Local 32035. We utilize E-Verify as part of our hiring process.Education Week is unable to sponsor applicants for work visas at this time.
Pay Range: $56,500 - $63,000 per year
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