Branching Minds
Customer Success Manager (Fully Remote)
Edtech.com's Summary
Branching Minds is hiring a Customer Success Manager. This role involves managing the complete customer experience lifecycle by combining account management, consultation, project management, and direct customer support to drive platform adoption and support sustainable MTSS practices. The manager will handle renewals, identify upsell opportunities, and collaborate across teams to enhance customer success.
Highlights
- Primary point of contact for a large portfolio, blending strategic guidance with efficient execution.
- Manage customer journeys, renewals, quotes, and forecasting using HubSpot and ChurnZero.
- Monitor usage and account health to deliver progress updates and mitigate churn risks.
- Collaborate with Product and Marketing teams to translate feedback into scalable solutions and advocacy.
- Provide expert guidance on MTSS and Branching Minds platform via multiple communication channels.
- Proven customer-facing experience with strong problem-solving and relationship-building skills.
- Skilled in leveraging technology and automation for scalable customer support.
- Passionate about educational equity and improving outcomes for struggling learners.
- Strong data fluency to inform priorities using usage metrics and health scores.
- Base annual salary ranges from $75,000 to $85,000 depending on experience and location.
Customer Success Manager (Fully Remote) Full Description
Who We Are & What We Do:
Branching Minds’ mission is to empower all educators to effectively, efficiently, and equitably support the holistic needs of their students; and to create a path to academic and personal success for every learner. Already supporting over 2,000,000 students across 250+ districts from close to 40 states, our vision is to be the most effective national K12 school district solution for achieving high-fidelity MTSS/RTI; consistently demonstrating our ability to save teachers' planning/documenting time, improve outcomes of our students, and eliminate achievement gaps.
As a startup, we don’t have to play by the rules of traditional organizations. We get to be innovative in the solutions we develop for our partners and the way we conduct our business for ourselves. Branching Minds is also a Benefit corporation. We get to prioritize our mission > profit, and the means of getting there is just as important as the ends. We err towards self-management, transparency, collaboration, initiative, and giving a damn.
If using innovation to reimagine education in service of equity energizes you -- join our team!
The Calling:
As the Customer Success Manager, you will play a critical role in our team’s efforts in mapping the end-to-end customer experience lifecycle. Engaging the full scope of your skills, passion, and creativity in customer success, this role will include a blend of account management, consultation, project management, direct customer support, product/technology management, and professional development coordination. This role will involve a high level of collaboration with internal teams and will report to the Customer Success Lead as part of the Customer Success team.
What You Will Achieve:
- Serve as the primary point of contact for a large-scale book of business, acting as a trusted advisor by balancing low-touch strategy with high-efficiency execution.
- Partner with CS leadership to identify and build initiatives that automate customer engagement, ensuring partners move seamlessly through their journey via tech-enabled "plays" and campaigns.
- Guide the end-to-end customer experience, from kickoff to renewal, using a mix of live calls, webinars, and asynchronous support to drive deep platform adoption and sustainable MTSS practices.
- Own the full commercial lifecycle for your portfolio, including managing renewals within HubSpot, generating quotes, and maintaining accurate forecasting for your book of business.
- Identify and qualify expansion and upsell opportunities by monitoring account health and usage, ensuring our partners are aware of the full value Branching Minds can provide.
- Build and manage automated customer journeys in ChurnZero to streamline the renewal process and identify commercial risk or opportunity at scale.
- Proactively monitor usage, health metrics, and milestones to deliver Beginning, Middle, and End-of-Year progress updates that highlight ROI and address risks before they lead to churn.
- Act as a liaison between your partners and our internal Product and Marketing teams, translating customer feedback into scalable solutions and highlighting success through case studies and advocacy.
- Deliver high-quality guidance through live-chat, email, and recorded platform walkthroughs, serving as an MTSS and Branching Minds subject matter expert for your portfolio.
Requirements
Why We Want You:
- Proven experience in a customer-facing role such as consulting, advocacy, or account management, with a track record of successful issue resolution and relationship building.
- A "Project Master" mindset with high attention to detail and the ability to prioritize a complex mix of enablement projects and a high-volume book of business.
- Exceptional comfort and experience using technology to support customers at scale, specifically leveraging automation, digital journeys, and asynchronous tools.
- Deeply passionate about improving education and committed to equity of success for all learners, particularly those who struggle to succeed.
- Comfortable in a dynamic, fast-paced startup culture, with the self-motivation to work independently on content creation while collaborating across teams.
- Analytical and data-fluent, with the ability to use usage metrics and health scores to drive your daily priorities and strategic interventions.
- Clear and engaging communicator who is comfortable on camera and in writing, capable of simplifying complex product functionality for a broad audience.
Lucky Us If You Have:
(No biggie if you don’t)
- Prior experience working in a success, client-facing, or project management role
- Previous experience using Branching Minds
- Previous experience in K12 education and/or edu tech
Interview Process:
If we are a match, you can expect a total of 3 steps in the interview process after the initial application:
- Completion of a brief writing assignment in application
- 30-minute Screening Interview with the Director of Customer Success or Team Lead
- 45-minute Deep Dive Interview with the Director of Customer Success or Team Lead
- 60-minute Final Round Interview with the Customer Success Team that includes a 20-minute presentation
Benefits
What We Offer You:
- Check out our Benefits & Perks
- Fully remote!
- An awesome, cross-disciplinary, mission-driven team solving meaningful problems that improves the lives of educators and students.
- The opportunity to be a central voice in shaping our customer relationships and customer success team.
- Base annual compensation for this role is $75,000 - $85,000 based on experience, expertise, and geographic location.
Studies show that women, communities of color, and historically underrepresented individuals tend to hesitate applying for jobs unless they meet all listed qualifications. At Branching Minds, we prioritize cultivating a diverse, inclusive, and supportive culture. Therefore, if you're passionate about the role but your previous experience doesn't perfectly align with every qualification in the job description, we still urge you to apply. You may be a strong fit for this position or other opportunities within our organization.
In Our Own Words, We Are...
Independent, Relaxed, Ownership, Flexibility, Always Learning, Casual, Adaptable, “Best Idea Wins,” Passionate, Dedicated, Very Capable/Competent, Efficient, Communicative, Welcoming, Caring, Scrappy, Friendly, Co-operative, Agile, Supportive, Principle-Driven, Respectful, Practical, Attentive, Funny, Self-Motivated, Silly Parrots.
Our Commitment to Diversity, Equity & Inclusion
At Branching Minds, a diverse, inclusive, and equitable workplace is one where everyone, regardless of their gender, race, ethnicity, national origin, age, sexual orientation or identity, education, professional and life experiences, disabilities, and abilities; feels valued and respected. We are proud to be an equal-opportunity employer that is committed to continuing to create a diverse, inclusive, and equitable environment.
Our Commitment to People with Disabilities
Branching Minds is committed to disability inclusion, and to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, you may contact us at info@branchingminds.com
E-Verify
Branching Minds participates in the E-Verify program, which is an internet-based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA). E-Verify electronically verifies the employment eligibility of newly hired employees by comparing information entered by the employer on the Form I-9, Employment Eligibility Verification, against records available to DHS and SSA to confirm employment eligibility. Please click the following links to learn more: E-Verify Participation; Right to Work
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