Customer Success Manager

Within 1 month, you will

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• Onboard and learn about Ellevation and the work we do to improve outcomes for English Learners.
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• Become familiar with our product offerings and our customer landscape.
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• Understand the Partner Success Organization's approach and how we work in close collaboration with our Revenue teams.
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• Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement.
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• Shadow Customer Success meetings and calls while becoming familiar with our partner-facing resources.

Within 3 months you will

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Take on your first partner implementations and begin managing your full partner caseload.

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Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction, and other health metrics.

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Build relationships with the Account Managers you work closely with to learn more about your partners.

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Continue to gain proficiency with the Ellevation product suite and deepen your product knowledge.

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Drive successful implementation and partner outcomes by proactively connecting educators to the resources, self-paced training, and support that build long-term capability and self-sufficiency.

Within 6 months you will

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Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation's suite of products for multiple partners simultaneously.

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Deepen your ability to analyze partner health data and determine which retention strategies and success plays to apply proactively.

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Collaborate with other PSMs and internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners.

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In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals.

Within 12 months you will

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Drive successful partner outcomes by ensuring accurate and timely data, delivering a high-quality partner experience, maintaining strong partner satisfaction, and proactively aligning expectations to support long-term success.

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Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs.

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Act as a subject matter expert for our Product Education team as it relates to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources.

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Surface learnings, observations, and feedback from district partners to Ellevation’s Product and Engineering Teams to help inform future product development efforts.