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

SAM Labs is an award-winning EdTech start-up looking for a Customer Success Manager to partner with educators implementing STEAM and Coding products in classrooms across the Northeast Region.

Skills

  • Customer-focused mindset
  • Experience in Ed Tech
  • Data-driven support approach
  • Excellent communication skills
  • Ability to multitask

Responsibilities

  • Engage & Connect with customers post-purchase
  • Retain and grow customer accounts through renewals and upselling
  • Manage tasks in the CSM platform
  • Deliver onboarding and professional development to customers
  • Be the voice of the educator within the company

Education

  • Experience teaching STEAM/Coding in K-12 education

Benefits

  • Equity options
  • Flexible working conditions
  • Professional development opportunities
To read the complete job description, please click on the ‘Apply’ button
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CEO of SAM Labs
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Joachim Horn
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Average salary estimate

$90000 / YEARLY (est.)
min
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$90000K
$90000K

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What You Should Know About Customer Success Manager: Northeast Region - OTE $90k + Equity, SAM Labs

Are you passionate about education and technology? SAM Labs, an award-winning EdTech start-up, is searching for a Customer Success Manager for the Northeast Region. Established in 2014, we've quickly made a significant impact, supporting over 9,000 school customers across more than 60 countries. In this remote role, you will be integral to our mission of inspiring generations of problem solvers through STEAM and coding education. Your responsibilities will include engaging with educators to help implement our innovative curriculum resources effectively, building strong relationships with teachers, and guiding them through a seamless customer journey. You’ll be hands-on, providing onboarding, ongoing support, and professional development while advocating for their needs within the company. At SAM Labs, we value creativity, hard work, and transparency. You’ll also be tasked with analyzing customer feedback and usage data to enhance their experience continually. We seek individuals who have a background in EdTech, account management, or teaching in K-12, particularly in STEAM and coding. If you're driven by a customer-centric ethos and thrive in a dynamic startup environment, this role will be perfect for you. Plus, you will have the opportunity to travel within your region, ensuring you connect with educators in their classrooms. Ready to join us in making a difference in education? Your future starts here!

Frequently Asked Questions (FAQs) for Customer Success Manager: Northeast Region - OTE $90k + Equity Role at SAM Labs
What are the responsibilities of a Customer Success Manager at SAM Labs?

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.

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What qualifications do I need to apply for the Customer Success Manager position at SAM Labs?

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.

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How does the Customer Success Manager contribute to client relationships at SAM Labs?

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.

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What is the work environment like for a Customer Success Manager at SAM Labs?

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.

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What kind of training and support will I receive as a new Customer Success Manager at SAM Labs?

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.

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Common Interview Questions for Customer Success Manager: Northeast Region - OTE $90k + Equity
Can you describe your experience with implementing educational technology in the classroom?

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.

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How do you prioritize customer needs and manage multiple accounts effectively?

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.

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What strategies would you use to encourage educators to utilize SAM Labs products?

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.

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How would you handle a situation where a customer is dissatisfied with a product?

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.

Join Rise to see the full answer
What do you understand about SAM Labs' mission and values?

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.

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How comfortable are you with data analysis, and how do you use it to enhance customer experiences?

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.

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Describe a time when you successfully advocated for a customer within an organization.

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.

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What do you think is the key to establishing trust with educators and school administrators?

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

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Have you ever collaborated with a team to enhance a product or service based on customer feedback? What was the outcome?

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.

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What techniques do you use to stay organized and manage your time effectively in a remote work environment?

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.

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SAM Labs is a startup offering app-enabled construction kits that empower users of all ages to explore STEM, engage in play, and create with technology and the Internet of Things.

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BADGES
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FUNDING
SENIORITY LEVEL REQUIREMENT
TEAM SIZE
SALARY RANGE
$90,000/yr - $90,000/yr
EMPLOYMENT TYPE
Full-time, remote
DATE POSTED
March 11, 2025

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