Customer Success Manager

Location: Anywhere

Hello, thanks for taking the time to check out our Customer Success Manager opportunity. We’re glad you’re here!

We’re MARi, a K-Career SaaS platform that uses artificial intelligence, machine learning, and natural language processing to help individuals, educational institutions, and employers accelerate outcomes and expand human potential.

MARi seeks a passionate “ed-tech”- focused Customer Success Manager to work closely with our customers and the product development team. The ideal candidate is motivated to ensure each and every MARi customer to have a remarkable, positive experience on the platform.

In this role, you will:

Onboard new customers and support teachers and administrators throughout their journey on MARi.
Systematically streamline and improve communications and the MARi knowledge base to enhance support for administrators, teachers, students, and parents.
Be the point of contact for account support and customer communications.
Optimize email campaigns to scale current accounts and identify areas for expansion.
Partner with the rest of the team to improve onboarding and provide customers with the most enriching experience possible.
Maintain warm and productive relationships with administrators, counselors, and teachers to drive high retention and adoption of the platform.
Regularly engage with customers through real-time chat web service, email, and phone to identify and resolve any issues or questions.
Build user “quick guides” to assist in self-service answers based on customer feedback and questions.
Engage the Product Development Team to identify and update MARi UI/UX elements and workflow to delight our customers.

We're looking for someone who has:

At least five years of customer service experience, preferably for a SaaS platform.
At least two years of Ed Tech or K-12 education experience
At least two years of experience working with a cross-functional team fixing customer-identified platform problems and bringing customer-generated improvement requests to life
Successfully planned and executed the creation and/or improvement of a knowledge base
Start-up experience a plus

Benefits & Perks

We offer a full range of benefits to support the needs of our employees and their families, including health, paid leave, financial, life, disability, and legal benefits.