Customer Success Manager, Education

CentralReach is the #1 provider of SaaS software solutions for autism and IDD care. Trusted by more than 150,000 users, we enable therapy providers, educators, and employers to scale the way they deliver Applied Behavior Analysis and related therapies with innovative technology, market-leading industry expertise, and world-class customer satisfaction. CentralReach has expanded to include a suite of solutions for school-based settings. Student potential is unlocked through our cutting-edge technology that supports best practices in: assessment, IEP and behavioral data collection, social emotional learning and the development of executive functioning and vocational skills.  

As a Customer Success Manager, Education you’re responsible for supporting and working closely with Account Executives to renew and grow our Education customers post-sale. This includes managing the entire lifecycle of our customer journey including onboarding, adoption, renewal and growth. The Customer Success Manager, Education is the key relationship manager for our customers and works closely with other experts within the organization to ensure an exceptional customer experience. 

We understand the advantages to working from home, and we also believe in the power of people and connections, which is why we proudly offer a hybrid work culture. This position is hybrid with three days per week on-site at our Holmdel, NJ office.

Key Accountabilities: 

Relationship Building & Customer Success

• Manage a portfolio of education customers, ensuring high levels of adoption, satisfaction, and effective use of CentralReach education solutions
• Establish trust-based relationships with key stakeholders, including administrators, teachers, and IT staff, to understand their evolving needs and objectives
• Conduct regular check-ins and health assessments to address concerns and maintain customer satisfaction
• Collaborate with customers, Account Executives, and Customer Support to proactively address needs ahead of renewal dates and reduce churn
• Partner with Account Executives to develop strategies that drive renewal rates and minimize customer attrition
• Identify upsell opportunities, such as additional features, modules, or services that align with customer goals
• Consistently advocate for customer and user needs within the company to ensure a customer-first approach
• Willingness to travel up to 30%, which can include district onsite visits, trainings, presentations, conferences and in-person company meetings

Adoption & Onboarding

• Facilitate smooth onboarding for new education customers, ensuring they understand and can effectively use CR software
• Collaborate with customers to develop tailored onboarding plans based on their unique educational needs
• Monitor customer software usage and adoption, providing guidance and support to drive successful implementation
• Work closely with customer partners to set clear expectations for product use and end-user communication
• Work closely with the Data Migration Team to facilitate a smooth and customer-friendly migration to CentralReach education solutions, including IEP system integrations and internal migration templates
• Collaborate with the Professional Development team to create and execute custom professional development plans that enhance product use and growth 

Desired Skills and Experience: 

• Bachelor's degree or equivalent work experience
• 2+ years experience in a B2B SaaS company in customer-facing role supporting customers in the Education market 
• OR 3+ years in a Special Education Teacher or Administrator with a strong understanding of the unique needs and pain points faced by special education professionals, including how Applied Behavior Analysis (ABA) principles can support effective classroom management, individual education plans (IEPs), and student outcomes  
• Strong project management and organizational skills 
• Clear, effective and communication and negotiation skills 
• Ability to prioritize work and shift priorities as needed to meet deadlines 
• Service mindset 
• Strong communication and presentation skills 
• Analytical and process-oriented mindset 
• Ability to work in fast-paced, team environment with a high sense of urgency
• Ability and willingness to travel up to 30%, which can include district onsite visits, trainings, presentations, conferences and in-person company meetings
• Assist with various tasks and projects as directed by manager to support team or departmental goals
• Undertake additional assignments and responsibilities that may arise in response to chang