Pooled Customer Success Manager

About the role

As a Pooled Customer Success Manager (CSM) at Everway, you will primarily engage in programming - focusing on scalable, high-impact activities designed to support a broad portfolio of educational customers. In this role, you’ll deliver value to customers through cohorted webinars, timely interventions based on usage data, and resources that empower them to achieve success independently. While you’ll manage a few high-touch customer relationships, most of your work will center on delivering just-in-time support and fostering success at scale.

Main Responsibilities 

• Host cohorted webinars and virtual workshops to deliver timely, targeted training to groups of customers, addressing common needs and promoting best practices.
• Monitor customer usage and engagement metrics to identify accounts needing intervention, following up with personalized guidance or additional resources.
• Develop and share scalable resources, such as tutorials, help articles, and video guides, to enhance customer understanding and support self-service learning.
• Engage in proactive communications to address common inquiries, share feature updates, and drive consistent product engagement across a wide customer base.
• Build positive relationships with high-touch customers, providing specialized support as needed to help them reach key milestones and success metrics.
• Actively gather and share customer feedback with internal teams to inform product enhancements and ensure alignment with customer needs.
• Document interactions, success stories, and key metrics in our Customer Success Platform, ensuring accurate tracking for reporting and insights.
• Coordinate with Sales and Product teams to surface expansion opportunities and facilitate a smooth handoff for upsells or cross-sell discussions.
• Conduct periodic account reviews for key clients, sharing insights on progress, usage trends, and opportunities for additional impact.

Essential Criteria 

• 3+ years of experience in a customer success, account management, or programming-focused role, ideally within EdTech or SaaS.
• Strong organizational skills, with the ability to efficiently manage high-volume interactions and program multiple engagements simultaneously.
• Excellent communication and presentation skills, particularly in virtual settings such as webinars or online trainings.
• Proficiency with CRM software (e.g., Salesforce, Gainsight) and data-driven decision-making to track engagement and identify support needs.
• Ability to create and deliver scalable content, ensuring consistent and effective support for a diverse customer base.

Desirable Criteria

• Experience in educational settings, especially K-12 or higher education, with a focus on improving learning outcomes.
• Familiarity with EdTech products and a passion for helping educators and administrators leverage technology to drive success.
• Proven ability to design and implement engagement strategies that align with customer needs and goals.
• Knowledge of instructional practices, current educational trends, and common challenges in educational technology adoption.
• Bachelor’s degree or equivalent experience in education, business, or a related field.