StraighterLine
Manager, Customer Success
🇺🇸 Remote - US
🕑 Full-Time
💰 TBD
💻 Customer Success
🗓️ December 20th, 2025
SaaS
CRM
Gainsight
Edtech.com's Summary
StraighterLine is hiring a Manager, Customer Success to lead the creation and growth of its Customer Success organization. The role involves designing and executing customer success strategies, managing a team, building scalable customer journey systems, and collaborating across departments to improve outcomes for early childhood educators and partners.
Highlights
- Design and implement Customer Success strategies, playbooks, onboarding, and performance metrics
- Hire, develop, and mentor Customer Success Managers, managing onboarding, adoption, retention, and expansion efforts
- Build scalable systems using automation and data insights to enhance the customer journey
- Collaborate cross-functionally with Sales, Product, Implementation, and Support teams to serve as the voice of the customer
- Monitor customer health, address risks, and drive renewals and Net Revenue Retention (NRR)
- Lead quarterly business reviews and executive-level discussions with strategic partners
- Support reporting and success metrics aligned with credential and training requirements
- Drive customer advocacy and provide feedback to influence the product roadmap
- Requires 4+ years of Customer Success or related experience in SaaS or EdTech and knowledge of early childhood education
- Experience building Customer Success teams and understanding subscription metrics, enablement, and customer engagement analytics
- Bonus: Experience with professional development/credentialing programs, workforce development organizations, and CRM platforms like Gainsight or HubSpot
- Benefits include generous time off, medical/dental/vision insurance (one plan fully funded), 401K with 3% company contribution, six weeks paid parental leave, and free StraighterLine courses
Manager, Customer Success Full Description
At StraighterLine we are on a mission to help students succeed!
About Us
StraighterLine is the leading provider of high-quality, affordable, online courses that help learners earn college credit and meet their professional goals. Each year, 150,000 learners take one of StraighterLineâs 215 courses to upskill into new careers or earn credit from over 2,000 colleges and universities worldwide. StraighterLine works with institutions and corporate partners to provide their students and employees with flexible education options that allow them to work and learn at their own pace. Visit www.straighterline.com for more information.
We are building a brand-new Customer Success organization, and weâre looking for an experienced, hands-on leader who is excited to design, launch, execute and scale a world-class customer experience from the ground up. As the Manager of Customer Success, you will lead our efforts to ensure early childhood educators, programs, and partners get maximum value from our products, supporting stronger outcomes for children nationwide.
You will bring your passion for teaching and learning, experience in fast-paced EdTech environments, and a proven track record building high-performance teams to help shape the future of professional development and credentialing in the early childhood market. You will play a key role in shaping departmental structure, customer experience strategy, and long-term operational frameworks as a member of the divisionâs leadership team.
What Youâll Do- Design and implement the Customer Success function, including strategy, playbooks, onboarding, and performance metrics
- Hire, develop, and mentor a growing team of Customer Success Managers Own customer onboarding, adoption, retention, and expansion strategies with a focus on measurable outcomes
- Build scalable systems and processes across the customer journey: leveraging automation, data insights, and best practices
- Serve as the voice of the customer by partnering cross-functionally with Sales, Implementation, Product, and Support teams
- Monitor customer health and proactively address risks to ensure renewals and drive Net Revenue Retention (NRR)
- Lead QBRs and executive-level conversations with strategic partners, states, and education organizations
- Support program-level reporting and success metrics aligned to credential and training requirements
- Drive customer advocacy and help shape product roadmap through feedback and insights
- 4+ years of Customer Success, Customer Experience, or related experience in SaaS or EdTech
- Direct teaching or early childhood education experience (or strong knowledge of early childhood programs and workforce requirements)
- Experience building or scaling a Customer Success team from the ground up â including hiring, coaching, and process design
- Strong understanding of subscription/renewal metrics, enablement strategies, and customer engagement analytics
- A proactive and resourceful leader comfortable working in a fast-paced, high-growth environment
- Exceptional communication, stakeholder management, and relationship-building skills
- Passion for improving educator outcomes and strengthening the early childhood workforce
- Willingness to be both a strategic leader and a hands-on operator
- Experience with:
- Professional development and/or credentialing programs (e.g., CDA)
- Head Start, ECE coalitions, state quality initiatives, or workforce development organizations
- Implementing CRM platforms (Gainsight, ChurnZero, Totango, HubSpot, etc.)
Why Join Us
Opportunity to lead a critical function during an exciting stage of growth
Mission-driven work impacting early childhood educators and programs nationwide
Collaborative culture with room for innovation, creativity, and career growth
Working at StraighterLine
StraighterLine team members work every day knowing that they are helping learners on their path to employability and career success. We're an inclusive team that fosters collaboration, that trusts and communicates openly. Like our students, we are lifelong learners and strive for excellence in our work. We are committed to bringing innovative solutions to the field - your ideas will never go unheard. And, best of all, we love to celebrate each other's contributions and wins.
We also know how important a life outside of work is, and the support that employers can contribute.
Our Benefits:
Generous time off policies, 13 public holidays.
Medical, Dental, and Vision Insurance Coverage (*one option full funded by StraighterLine)
401K Safe Harbor: StraighterLine contributes 3% of your total salary whether you contribute or not
Six weeks paid parental leave
Free StraighterLine courses for you and your family members
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
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