Client Success Manager

TeachTown is the leading provider of education solutions for students diagnosed with autism, developmental and intellectual disabilities, emotional disorders, and speech/language impairments. We are seeking a Client Success Manager - West to join our Client Success Team. This candidate will be a seasoned professional with experience fostering customer relationships, developing positive customer experiences, and building brand loyalty. They will leverage a strong understanding of key customer outcomes, strong product knowledge, and a highly customer centric approach. They will work closely with Account Managers to promote retention and growth of customers and an overall positive experience with TeachTown. They will also be well versed in the technical side of our products to offer customers insights, tips on how to use features, and troubleshoot issues. This role is open to candidates who reside in the following time zones - MST or PST.

Key Responsibilities:

Deliver next-level results and service for a cohort of clients while continuously considering creative solutions to improve product usage and increase adoption.
Empower customers to leverage best practices to increase adoption and utilization. This includes supporting customers in understanding the resources, training, support, and services available to help make them successful.
Develop outreach strategies and cadences in order to support clients at scale.
Maximize value for your clients by influencing decision-makers to implement TeachTown according to best practices and by leveraging our entire suite of services.
Oversee onboarding of new clients and ensure clients can quickly achieve positive student outcomes through TeachTown software.
Proactively track and drive adoption of our software against success plans.
Develop strong relationships with end users that enable TeachTown to become a trusted partner to our clients.
Collaborate with Account Managers to identify and capitalize on growth opportunities within assigned accounts.
Effectively identify, respond to and resolve client retention risks both independently and through collaboration with TeachTown teammates.
Represent the voice of the customer by delivering feedback to internal and external partners who influence the customer experience.

Basic Requirements:

1+ years experience in special education as an administrator/teacher
2+ years successful experience in an implementation or customer success role in either SaaS or education technology
Consultative and solution-oriented mindset
Demonstrated experience in identifying and addressing customer needs and issues
Detail-oriented with the ability to learn quickly and manage multiple relationships while setting priorities and remaining organized
High-level understanding of customer journeys to anticipate problems and solve them proactively
Proven ability to prioritize and execute amongst multiple competing priorities to achieve the best customer outcomes
Strong communication and interpersonal skills, with the ability to effectively listen, influence, and relate compassionately

Preferred Education and Experience

1+ year using SalesForce or a similar CRM tool

Additional Notes

US Work Authorization Required
Anticipated travel - 25%

About TeachTown

Our mission is to measurably improve the academic, behavioral, and adaptive functioning of students with disabilities. TeachTown offers teachers, parents, and clinicians proven software, curriculum, tools, and strategies that can help them meet educational goals and increase every child’s intellectual and social functioning. Here at TeachTown, we are committed to research and evidence-based practices with an exclusive focus on serving the needs of children diagnosed with autism spectrum disorder, those with intellectual disabilities or developmental delays, and children with emotional and behavior disorders.

TeachTown’s solutions are based on the principles of applied behavior analysis, which is the only scientifically validated therapy for students with moderate-to-severe learning disabilities. In addition, the use of machine learning and data analysis enables our software to dynamically adapt curricula scope and provide personalized learning for each student, in a highly scalable manner.

TeachTown is supported by Bain Double Impact, the impact investing strategy of Bain Capital, a leading private equity firm. The business is headquartered in Woburn, MA.

AAP/EEO Statement

TeachTown provides a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religion, national origin, sex (including pregnancy, gender identity or expression, and sexual orientation) parental status, genetic information (including family medical history) political affiliation, military service, age, veteran status, disability, or marital status, or any other characteristic protected by federal, state, or local law.

These protections extend to all management practices and decisions, including recruitment and hiring, appraisal systems, promotions, training, and career development programs. Consistent with these obligations, TeachTown also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.

All TeachTown employees are expected to display unquestionable integrity in every aspect of work and dealing with others. Respect for diversity and inclusion of all individuals is imperative to our business success, embedded in our culture, and required.

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