Customer Success Manager, Stride Tutoring

Job Description

The Client Success Manager supports ongoing account needs related to day-to-day Stride Tutoring program planning, implementation, and growth. This role ensures accounts have all their needs met as part of standard operating procedures, implementation, onboarding, launch, training, troubleshooting, skill building, adoption, and consultative services aligned to industry best practices and national standards. This role must be a strong collaborator internally and externally willing to take a hands-on approach in solving varying account needs and bringing other Stride Tutoring, Learning Solutions, or other Stride team members into conversations when needed or appropriate. This role works closely with sales, marketing, tutor management, business analysts, product manager, and other team members to maximize account satisfaction and support measured through CSAT and NPS indicators. 

The ideal candidate must be passionate about building and implementing online and digital learning solutions with an educational strategist mentality who takes a proactive, consultative approach in developing trusted advisor status with program level leaders and staff who are responsible for day-to-day operations at the account level. Success will be measured by customer support and satisfaction levels.

Reasonable accommodation may be made to enable individuals with disabilities to perform their essential duties.  

• Function as a key point of contact for critical account planning, implementation, and support  

• Offer superior customer experience proactively addressing ongoing training and support needs in collaboration with other Stride Tutoring team members. 

• Coordinate resources to ensure customer experiences seamless service delivery from marketing/enrollment, operations, tutor operations, support, billing, training, professional development, etc. 

• Provide regular updates to partners on the progress of Stride Tutoring support, services, platform enhancements and updates, timelines, operations, and campaigns 

• Develop and maintain an understanding of customer needs, contract terms and conditions, and account requirements to ensure compliance with terms and conditions in collaboration with account managers 

• Responsible for meeting growth and retention metrics for assigned customer portfolio and providing ongoing training and education about products and services 

• Monitor program outcomes providing consultative recommendations with Business Development and other Stride Tutoring team members as appropriate 

• Collaborate closely with cross functional teams including sales, enablement, tutor operations, and other Stride Tutoring team members to ensure customer satisfaction 

• Escalate technical issues and determines the best resources for remediation 

Required Qualifications:

• Five (5) to Seven (7) years of related experience OR  

• Equivalent combination of education and experience 

• Microsoft Office (Outlook, Word, Excel, PowerPoint, Project, Visio, etc.); Web proficiency.  

• Ability to interact with a diverse customer base 

• Knowledge of the K-12 education industry 

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