Customer Success Manager: Northeast Region - OTE $90k + Equity

As a Customer Success Manager at SAM Labs, you will be responsible for engaging with educators in the Northeast Region, supporting the implementation of our STEAM and Coding products. You'll build relationships with teachers, assist in onboarding, and provide ongoing support to ensure successful product usage. Additionally, retaining and growing customer accounts through upselling and cross-selling opportunities, along with managing feedback to drive improvements, are key aspects of this role.

To be considered for the Customer Success Manager position at SAM Labs, candidates should ideally have a background in EdTech, customer success, sales, or account management. Experience in teaching STEAM and/or Coding at the elementary or middle school level for at least three out of the last five years is essential. A customer-centric attitude, strong communication skills, and an ability to analyze data to enhance customer experiences are vital for success in this role.

The Customer Success Manager at SAM Labs significantly contributes to client relationships by maintaining ongoing communication with educators and understanding their goals. By providing personalized support, conducting training sessions, and advocating for teachers’ needs within the company, you foster strong relationships that enhance retention and promote customer satisfaction and growth through successful product implementation.

As a Customer Success Manager at SAM Labs, you will work in a remote environment but connect with teams across the globe. The company emphasizes a culture of optimism, creativity, and collaboration, allowing you to thrive in a dynamic startup setting. You'll have autonomy in managing your tasks while also receiving support from colleagues committed to making a positive impact in education.

New Customer Success Managers at SAM Labs will receive comprehensive training that includes onboarding sessions to understand SAM Labs' products, systems, and best practices for customer engagement. Additionally, there will be opportunities for ongoing professional development, mentoring, and collaboration with other team members to ensure you feel empowered and equipped to succeed in your role.

In your response, elaborate on specific instances where you have successfully integrated EdTech solutions into your teaching practices. Highlight any challenges you overcame and how those experiences make you a suitable candidate for the Customer Success Manager position at SAM Labs.

When answering this question, provide examples of organizational tools or methods you use to track customer progress. Discuss how you maintain communication with clients while ensuring you are addressing their diverse needs with a personalized touch.

Focus on your approach to building relationships with educators and understanding their needs. Mention how you would conduct training, provide ongoing support, and gather feedback to ensure they see value in the products over time.

Describe a specific situation in the past where you successfully addressed customer complaints, emphasizing your listening skills and how you worked to resolve the issue while ensuring the customer felt heard and valued.

Illustrate your knowledge of SAM Labs' mission and how it aligns with your passion for educational technology. Discuss how you embody these values in your work ethic and approach to customer success.

Share examples of tools you have used in the past to analyze customer feedback and usage data. Discuss how you’ve leveraged this data to create action plans that cater to the needs of educators.

Provide an example where you effectively communicated a customer's needs to your team to create or adjust offerings. Emphasize your advocacy skills and how you maintained a customer-centric focus.

Discuss the importance of transparency and consistent communication in building trust and how these elements contribute to forming lasting relationships within the education community.

Describe a specific project where you collaborated with a team to address customer feedback, outlining the changes made and any positive results that followed. This demonstrates your capability to work cross-functionally.

Discuss the organizational tools you rely on, such as task management software or scheduling methods, as well as your approach to maintaining a healthy work-life balance that keeps you productive while working remotely.