Customer Success Manager

Edtech.com's Summary

Epic Kids Inc. is hiring a Customer Success Manager to support schools and educators in achieving impactful outcomes with their technology platform. The role involves leading customer onboarding, driving product adoption, managing relationships, and collaborating cross-functionally to enhance user experience and retention.

Highlights

Lead onboarding and guide schools through implementation, configuration, and best practices.
Serve as primary contact for a portfolio of educators, administrators, and school decision-makers.
Monitor engagement and usage metrics to identify risks, reduce churn, and find upsell opportunities.
Collect customer feedback and collaborate with Product and Support teams to improve the platform.
Deliver training sessions and develop resources like guides and FAQs for customers.
Use CRM and analytics tools to maintain a data-driven approach.
Requires 3+ years in Customer Success, Account Management, or related roles, preferably in EdTech or SaaS.
Preferred experience with K–12 education markets, LMS, SIS systems, and a background in education roles.
Strong skills in relationship building, strategic thinking, product adoption, and cross-functional collaboration.
Compensation ranges from $90K to $110K plus an annual performance bonus.

Customer Success Manager Full Description

About Us

Epic is the leading digital reading platform for kids, trusted by millions of children, families, and educators around the world. With a vast library of high-quality books and learning resources, Epic empowers kids to explore their interests, build literacy skills, and develop a lifelong love of reading. As we look to the future, Epic is reimagining what reading can beâmore personalized, more interactive, and more accessible than ever before. By combining technology, storytelling, and education, we are shaping the next generation of readers.

About the Role

Weâre looking for a Customer Success Manager who is passionate about education and driven to help schools and educators achieve meaningful outcomes with technology. In this role, youâll serve as a trusted partner to our customersâensuring successful onboarding, strong adoption, long-term retention, and measurable impact in the classroom.

Youâll work cross-functionally with Sales, Product, Support, and Marketing to advocate for customer needs while helping schools unlock the full value of our platform.

Key Responsibilities

Customer Onboarding & Adoption

Lead new customer onboarding for schools, districts, or education organizations
Guide customers through implementation, configuration, and best practices
Drive product adoption by aligning platform features with educational goals

Relationship Management

Serve as the primary point of contact for a portfolio of customers
Build strong relationships with educators, administrators, and decision-makers
Conduct regular check-ins, success reviews, and strategic planning sessions

Customer Outcomes & Retention

Monitor usage, engagement, and success metrics to identify risks and opportunities
Proactively address challenges and reduce churn
Identify expansion and upsell opportunities in partnership with Sales

Advocacy & Feedback

Act as the voice of the customer internally
Collect and synthesize customer feedback to inform product improvements
Partner with Product and Support teams to resolve issues and improve the user experience

Training & Enablement

Deliver product training sessions and webinars for educators and administrators
Create or contribute to customer-facing resources such as guides, FAQs, and best practices

Qualifications

Required

3+ years of experience in Customer Success, Account Management, or related roles
Experience working in EdTech, SaaS, or education-focused organizations
Strong communication and presentation skills
Ability to manage multiple accounts and priorities simultaneously
Data-driven mindset with experience using CRM and analytics tools

Preferred

Experience working with Kâ12 schools, districts, higher education, or alternative education markets
Familiarity with LMS platforms, SIS systems, or educational data standards
Background as an educator, instructional designer, or education administrator
Experience supporting renewals and expansions in a SaaS environment

Key Skills

Relationship building and stakeholder management
Strategic thinking and problem-solving
Product adoption and change management
Cross-functional collaboration
Empathy for educators and learners

Why Join Us?

Make a real impact on teaching and learning outcomes
Work with a mission-driven, collaborative team
Competitive salary, benefits, and growth opportunities
Flexible work environment

Compensation: $90Kâ$110K (plus annual performance bonus)

Original Job Description