PLS 3rd Learning is an education technology company that provides innovative solutions that help educational institutions streamline their operations and achieve their goals. Our platforms are trusted by thousands of users, and we are committed to delivering exceptional value and service to our partners.
Role Overview:
We are seeking an experienced Customer Success Manager (CSM) to join our small SuperEval team within PLS 3rd Learning. As a CSM, you will be responsible for ensuring client success for our NY clients who are using the SuperEval platform, which focuses on school and district leadership evaluations. Your role will involve delivering expert-level training, supporting long-term engagement, and using customer success tools to foster retention. You will be the first CSM to join the team and will work closely with the Director of Customer Success to help build out what customer success looks like at SuperEval!
Key Responsibilities:
1. Customer Engagement
Build and maintain strong relationships with school superintendents, principals, board members, and central staff leadership.
Provide expert-level guidance and personalized training to ensure customers get the most value from the SuperEval platform.
Deliver hands-on training and onboarding sessions, empowering educational leaders to effectively manage leadership evaluations.
Lead and develop client-facing resources such as articles, guides, videos, webinars, etc. to support client self-service learning.
Collaborate closely with our award-winning Help Desk team to serve as a client advocate, ensuring seamless communication and resolution of any technical issues.
2. Retention Focus
Drive client retention by proactively monitoring customer health and addressing any risks early on.
Use data insights from customer success platforms to track usage patterns and ensure customers are fully engaged with SuperEval.
Foster a strong partnership with the Account Executive to both ensure client satisfaction and identify potential upsell and expansion opportunities.
3. Process and Systems Management
Work with the Director of Customer Success to continuously improve internal processes and build out the customer success function.
Leverage customer success tools to manage client interactions, track platform usage, and streamline customer success workflows.
Collaborate with Product to relay client feedback, platform enhancement requests, and feature suggestions.
Required Qualifications:
3+ years of experience in a customer success role in a SaaS environment, preferably in the edtech space.
Proven ability to become a product expert and provide high-level guidance on platform features and usage.
Strong proficiency with platforms and tools, with experience using systems for client health, reporting, and process optimization.
Excellent communication and organizational skills, with the ability to manage multiple client relationships and deliver engaging training sessions.
Passion for customer success, relationship building, and being part of a growing team that is shaping the future of customer success at SuperEval.
PLS 3rd Learning is an equal opportunity employer and uses E-Verify to confirm the identity and employment eligibility of all new hires.