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Senior Customer Success Manager - TutorMe

About Us

At GoGuardian, we’re helping share the future of digital learning by providing educators, students, and schools with tools to create engaging and equitable learning environments. Together, we build innovative solutions to empower students, deliver insights, and encourage experimentation. With employees around the globe, we’re committed to building a culture of inclusivity, curiosity, and courage. GoGuardian’s growth is fast and ever-evolving, and our teams are growing along with it — always ready to experiment and learn.

TutorMe is part of the GoGuardian suite of products helping to shape the future of digital learning by giving students access to the individualized support they need to unlock their full learning potential by partnering with schools across the country to provide high-impact, on-demand online tutoring to students whenever and wherever they need it. As the explosive demand for virtual learning draws more learners to TutorMe, we're expanding our fully remote team of talented individuals to help us democratize world-class academic support!

Our Culture

We’re here for the cause, but also for the culture. We celebrate our successes and wins together, and make time to appreciate our teammates every day. Take a peek into your future at GoGuardian: our Slack channels include #gardenclub, #boardgametime, #bookrecs, and #petphotos. There’s always something fun going on, including concerts, classes, book clubs, and more! From virtual trivia to local meet-ups, Guardians are always finding ways to connect.

The Role

We're seeking an energetic, empathetic, and ambitious Senior Customer Success Manager to join our fully-remote team of passionate professionals. The demand for online tutoring has never been greater, and our customer base is booming! Reporting to our Director of Customer Success, you'll work with school administrators and staff to help them learn how to use TutorMe, drive high adoption rates among their students, and ensure our platform truly makes learning support more equitable.

As a core member of an acclaimed Customer Success team, you'll use your gift for connecting with people to foster meaningful relationships with customers and help make academic success more attainable for all students.

What You'll Do

Act as a proactive customer champion where you’ll own and skillfully manage a book of business of our largest, most valuable customers to drive platform utilization, customer retention, engagement, and expansion initiatives
Bring deep curiosity and empathy to our customers with industry knowledge, business acumen, and technical understanding of TutorMe’s platform
Engage with customers proactively to ensure successful usage metrics and improve the rapport with each of their accounts
Conduct periodic customer health-checks and analyze customer data to identify customer success opportunities proactively; build and execute strategies to address customer challenges accordingly
Drive high student engagement for your customers, and communicate their own successes across all levels of the customer organization
Lead retention efforts through resolving customer issues and proactively anticipating customer needs
Own retention, renewal, and expansion opportunities for your BOB
Assist with the training of peer CSMs by creating training materials and continually strive to improve product adoption
Partner cross-functionally to solve problems and improve our customer experience based on their needs, data, and feedback
Collaborate with our marketing team to build customer references, craft case studies, and co-develop resources to improve our customer experience
Manage the onboarding process for large customers with multiple stakeholders

Who You Are

4+ years experience working in a customer-facing role in sales enablement, customer success, or account management
4+ years in project and customer management
Passion for helping customers solve problems leveraging technology
Technical aptitude and ability to deeply understand TutorMe’s product, the education industry, and the value of modern approaches to working with data in customer success
Track record of overachieving monthly and quarterly goals
Ability to assess risk, identify growth opportunities, and prioritize workflows to manage a proactive customer journey for all customers in your BOB
Strong and confident written and verbal communication skills—ability to tailor tone to resonate with various audiences
Comfortable communicating with high-level executives as well as young students and a talent for soothing stressed or upset customers
Strong creative problem-solving skills to provide optimal business or technical solutions for customers
Bachelor’s Degree required; experience working in edtech and/or education is a bonus
Able to travel as needed (2x per quarter) to in-person customer meetings and educational events
Proactive, entrepreneurial style; eager to take initiative in a fast-paced, dynamic environment
Excited to help improve student success outcomes in education
Something else? Wonderful, we’re curious to learn more about you!

What We Offer

A varied and challenging role in a multinational and highly innovative company
A robust benefits package includes health insurance, 401(k) retirement savings plan with company match, employee stock option plan, paid parental leave, 13 paid company holidays, and much more.
Development and further training opportunities for shaping and realizing your career goals
Exceptional colleagues with a passion for EdTech

GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.

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GoGuardian Glassdoor Company Review

4.3

GoGuardian DE&I Review

4.2

CEO of GoGuardian

Advait Shinde

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By GoGuardian

GoGuardian partners with schools to help keep kids safe and engaged with powerful, easy-to-use filtering, classroom management, and school mental health tools.

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