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

As a Customer Success Manager at SAM Labs, your primary responsibilities include engaging with school districts and teachers post-purchase, ensuring successful implementation and usage of our STEAM and Coding products. You'll build lasting relationships with educators, support their journey, and help retain and grow customer accounts through renewals and upsell opportunities. You'll also collect and analyze customer feedback to make data-driven decisions and provide virtual and in-person professional development.

To be a successful Customer Success Manager at SAM Labs, you should have experience in EdTech, Customer Success, Sales, or Account Management, particularly in the K-12 education sector. You must have taught STEAM and/or Coding in Elementary or Middle School for at least three years within the past 5-7 years. Strong communication, multitasking, and customer-centric skills are necessary to thrive in this fast-paced environment.

In your role as a Customer Success Manager, you'll actively support educators by offering onboarding, training, and check-ins to ensure they are well-prepared to implement SAM Labs' solutions. You will advocate for educators' needs within the company, share their successes and insights, and provide tailored recommendations based on product usage data and customer feedback, enhancing the educational experience.

The Customer Success Manager at SAM Labs focuses on the Southwest Region of the United States, which includes Southern California, Texas, Colorado, and New Mexico. This role allows for remote work, but it requires traveling within the region, up to 30% of the time, to train and support educators in their classrooms.

The application process for the Customer Success Manager position at SAM Labs involves several stages. It starts with a review of your cover letter and resume, followed by a short video interview containing three questions. You’ll then complete a sample job assignment where you draft a customer journey plan and intervention plan before moving to a presentation and interview with the Director of Customer Success, concluding with an interview with the CEO.

When answering this question, share specific instances where you taught STEAM or Coding concepts. Discuss your teaching strategies and how you made these subjects engaging for students. Highlight any innovative projects or lesson plans that illustrate your approach, showcasing your passion for these fields.

Respond by discussing the tools or platforms you utilize to collect and analyze customer feedback. Emphasize your ability to synthesize data and integrate it into your support strategy, ensuring that you’re addressing the needs and concerns of educators effectively.

Share a specific example detailing how you identified a customer's need that was unmet and how you communicated that to your team. Outline the impact of your advocacy on the customer experience and any subsequent changes made by your organization to support educators better.

Discuss your approach to building strong relationships with customers and how you would identify opportunities for upselling or cross-selling. Mention any frameworks or methods you follow to enhance customer satisfaction and ensure their investment in your products continues to yield value.

Explain your problem-solving process when faced with customer issues. Emphasize active listening, empathy, and a structured approach to resolution. Share any relevant examples where you turned a challenging situation into a positive outcome.

Be sure to mention various training methods such as webinars, one-on-one sessions, or collaborative workshops. Discuss how you tailor your training style to different audiences and instructional settings, ensuring the needs of each educator are met.

Illustrate your answer with a specific situation in which you provided support to help an educator better implement a product. Highlight your proactive steps, the resources you provided, and the overall improvement that resulted from your efforts.

Discuss key metrics like customer satisfaction scores, renewal rates, and product adoption rates, explaining why each is relevant. Be sure to demonstrate your understanding of how these metrics affect overall business growth and customer experiences.

Outline your onboarding strategy that includes initial assessments of customer understanding, personalized training plans, and regular follow-ups to ensure a smooth transition. Emphasize the importance of maintaining open lines of communication throughout the process.

Share your enthusiasm for the role by connecting your personal values and professional goals to SAM Labs' mission. Mention the opportunity to influence the future of education and impact student learning experiences positively.