Customer Success Manager

About The Princeton Review: The Princeton Review/Tutor.com is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate school-bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The company’s Tutor.com brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered over 27 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY. Follow the company on LinkedIn, YouTube and Instagram.

Summary of Position: Interested in working with educational partners across the country to support students in achieving their academic goals? Join Tutor.com’s Institutional team! The Institutional team is focused on providing highly effective tutoring services to learners of all backgrounds through direct partnership with schools and districts, colleges and universities, employers, public libraries and other community partners.

We are looking for exceptional candidates passionate about customer success and educational technology to support our institutional partnerships primarily in the K12 market. The Customer Success Manager’s primary focus will be working with assigned K12 schools and districts partners to develop and support our High Dosage Tutoring and On-Demand Online Tutoring product lines. The CSM will be part of a collaborative team committed to developing proactive, highly effective relationships with our partner institutions and delivering outstanding service that guarantees student engagement and customer satisfaction and retention.

Major Responsibilities:

• Deliver exceptional partner care and project management through various phases of our customer lifecycle for school and district tutoring programs as assigned.
• Consult with district partners on how best to promote and engage students about tutoring services.
• Coordinate with our learning services and instructional teams to ensure staffing and alignment to customer’s specifications for high dosage tutoring programs.
• Coordinate with our technology teams on platform and product needs for high dosage tutoring programs.
• Assist in developing new service playbooks and best practices for launching and renewing high dosage tutoring programs.
• Train clients to utilize administrative dashboards and reporting services, to effectively manage their tutoring programs, analyze impact and support teachers.
• Ensure timely and knowledgeable responses to ongoing customer inquiries.
• Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders within school district environments.
• Foster account retention and growth, including management of client contract renewals and supporting opportunities for purchasing additional products and services.
• Develop strategies to help clients manage their tutoring programs effectively and achieve their goals.
• Analyze client usage reports to identify trends and track client health and performance.
• Prepare customized reports and analysis to help clients understand the value and impact of their service on their institutional initiatives.
• Coordinate with our Implementation team members to customize each client’s tutoring services to specifications and update as needed throughout the partnership.
• Work with customer success, training, and marketing teams to develop ongoing training, communications and promotional tools.
• Collaborate with other customer success team members to develop new strategies for deepening customer satisfaction, retention and loyalty across assigned markets/territories.
• Provide resources, mentorship and best practices to customer success and sales colleagues on high dosage tutoring programs.
• Work with customer success leadership team, sales and marketing to build customer experience strategies and resources, as well as ensure execution of the strategic plan across your assigned market and territory.
• Help to drive new business leads and expansions by partnering with sales representatives in your assigned region and leveraging your cli