Customer Success Manager (CSM) Georgia

As the dedicated YouScience Customer Success Manager for our state contract with Georgia you will support our GA clients throughout their customer journey by delivering value and focusing on customer adoption. You will represent the voice of the customer and work closely with Sales Support Product L&D and Marketing to ensure your clients needs are met. You will advise clients on how to get the most value from our products according to their unique requirements and identify unmet needs that present opportunities for additional resources and engagement. 

This position reports to the Vice President of Customer Success. 

This position is remote. Time zone preference is EST or CST because this position will be working EST hours. Some travel to Georgia for conferences and on-site training is required (<15%).     

 Responsibilities

• Own the customer relationship in GA and understand the state contract in detail. Get to know the customer situation and challenges inside and out. Ensure Georgia educators admins counselors CTE directors and students are getting value from the YouScience platform and that they are delighted with our service. 

• Stay present and up-to-date on contract changes and communication with GADOE and TCSG (Technical College System of Georgia) teams

• Understanding of the technical aspects of our data integrations with GADOE and TCSG and comfortability speaking to them with customers

• Collaborate weekly with YS GADOE and TCSG product teams to ensure technical challenges are overcome and goals are met. 

• Solve customer issues in coordination with other YouScience teams (Support and Product) taking ownership of the issue until the situation is resolved.

• Demonstrate mastery of our product suite and understanding of the education environment in guiding clients to get the maximum benefit from using our product suite.

• Based on state needs conduct webinars and dedicated virtual trainings to cover all aspects of YouScience delivery and district/school launch. 

• Advise customers on planning their YouScience implementation and how to use their YouScience data integrating it into their school year in a manner that ensures they achieve their specific goal(s). 

• Conduct customer check-in calls and large district QBRs for high level customers to review usage goals and strategy.

• Strategize frequently with GA state leadership to develop and refine new initiatives across the state to increase adoption and engagement. Can include but are not limited to: specialized resources customized training opportunities monthly or quarterly sessions with district leaders improved internal processes for tracking utilization and adoption etc. 

• Use data and processes across different internal tools to monitor client progress throughout the year delivering timely guidance and intervention at the district and school level to ensure successful outcomes. Document interventions and outreach in CRM. 

• Identify opportunities to expand customer usage of YouScience products and services by paying attention to unmet needs. 

• Deliver on key company metrics including but not limited to utilization adoption and NPS.

Qualifications :

• 5 years in a customer facing role (or equivalent)

• Outstanding communication presentation and problem-solving skills (live and online)

• Experience working in a CRM

• Prefer working as part of an integrated cooperative team

• Proven record of juggling multiple responsibilities

• Incorporated technology as a routine integral part of your life

• Thrive in a dynamic fast-paced environment

• Highly organized with strong attention to detail

• Self-directed able to work independently

Extra Credit

• Bachelors degree 

• 2 years working in education or education services

• Experience with educators or in EdTech a plus

• Salesforce knowledge

Additional Information :

Benefits & Culture

• Mission-driven collaborative culture rooted in our values.

• Impact the lives of millions of students.

• Flexibility to work remotely.

• Ongoing learning and career development support.

• Medical dental vision benefits 401(k).

• 15 PTO days 

• 20 paid holidays (including first week of July and winter break).

• Partial internet and cell reimbursement.

• Paid parental leave and community service opportunities.

Company Values

• We empower others 
• We perform as a cohesive championship team  
• We are all leaders
• We never stop growing
• We make a positive impact
• We show respect in word and in deed  
• We remember that life is bigger than our work

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race sex sexual orientation gender identity color religion national origin age disability veteran status or another legally protected status

Remote Work :

Yes

Employment Type :

Full-time