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

As a Customer Success Manager at SAM Labs, you will engage with educators to support the implementation of our STEAM and Coding products, build strong relationships with your customer districts, and ensure their success through ongoing support and training. You will manage communications, analyze feedback, and work towards retaining and growing customer accounts through upsell and cross-selling opportunities.

To qualify as a Customer Success Manager at SAM Labs, candidates should have previous experience in Ed Tech, Customer Success, Sales, or Account Management. Teaching STEAM or Coding to Elementary or Middle School students for at least three years in the last five to seven years is essential, along with a passionate drive to support K-12 educators.

SAM Labs supports customer success in the Southeast Region by providing dedicated Customer Success Managers who understand the unique needs of educators. You will deliver onboarding and professional development sessions, respond to customer inquiries promptly, and leverage feedback to enhance their user experience with our innovative products.

Beneficial skills for a Customer Success Manager at SAM Labs include excellent communication abilities, strong presentation and writing skills, and a customer-centric mindset. Being data-driven and proactive, as well as having a passion for STEAM education, are also key skills that will contribute to your success in this role.

A typical day for a Customer Success Manager at SAM Labs involves engaging with schools to ensure they are successfully using our products, analyzing customer feedback and usage data, conducting virtual and in-person training, and collaborating with the team to share insights and best practices. The role is dynamic and requires multitasking and effective time management.

When answering this question, highlight specific roles where you have managed customer relationships, the strategies you implemented to retain customers, and any data you used to drive decision-making. Be sure to tie your answers back to how these experiences will help you succeed as a Customer Success Manager at SAM Labs.

Use the STAR technique to discuss a specific instance where you managed a challenging customer relationship. Focus on the steps you took to resolve the issue and the positive outcome that followed, emphasizing your ability to remain calm and find solutions.

Discuss your strategies for gathering information about educators’ needs, such as conducting surveys, one-on-one meetings, and classroom observations. Demonstrate your commitment to actively listening to educators to tailor your support as a Customer Success Manager.

Express your admiration for SAM Labs' mission to enhance education through STEAM and Coding. Relate this to your personal passion for education and your desire to contribute to innovative solutions that support teachers and students.

Before the interview, familiarize yourself with the range of SAM Labs products and how they are used in classrooms. Highlight their impact on enhancing STEAM education and how they align with current curriculum standards to show your preparedness.

Outline your methods for prioritizing tasks, such as using CRM tools to track communication, setting deadlines, and keeping a detailed schedule. Provide examples of how effective prioritization has positively impacted your customer relationships in the past.

Explain your structured approach to onboarding that includes understanding the district's goals, providing comprehensive training, and establishing lines of communication. Mention the importance of follow-ups to ensure early successes are achieved.

Use a specific example that showcases your dedication to customer satisfaction. Discuss the situation, actions you took, and how your efforts led to a significant positive outcome for the customer.

Discuss key metrics such as customer retention rates, product usage statistics, customer feedback, and satisfaction scores. Explain how you would leverage these metrics to drive improvements and enhance customer relationships.

Share your thoughts on fostering a positive work environment through collaboration, open communication, and shared successes. Provide examples of how you have encouraged team spirit in previous roles, which aligns it with the values of SAM Labs.