Customer Success Associate

About eSpark Learning

At eSpark Learning, we're on a mission to reimagine education in a student-centered way, making high-quality learning accessible to all students, regardless of background or circumstance. We have the utmost respect for the job that elementary teachers do day in and day out, and we want to be their most valued tool for differentiated instruction and driving engagement in their classrooms. We have over a million students on our platform and paying customers in the form of schools and districts in all 50 states.

We’re using AI to personalize education for every student. We’re not just leveling lessons to a student’s ability; we’re customizing the lesson content itself around the student's background and interests. In the last 12 months we've shipped several new AI-driven features, and we recently shipped AI-based tutors for phonics and writing.

Our remote culture is deeply rooted in a collegial, collaborative atmosphere. We prize scrappiness, resourcefulness, and a genuine passion for our mission. If you're looking to make a substantial impact in the world of educational technology, we'd love to welcome you aboard.

The Role

As a Customer Success Associate, you will report into the Director, Customer Success and work closely with the Customer Success, Professional Learning, and Customer Support teams.

We are seeking a Customer Success Associate to support teachers and administrators in achieving successful, high-fidelity implementations of eSpark. You’ll focus on ensuring customer satisfaction, retention, and growth by delivering impactful professional development, answering customer support inquiries, and crafting high impact customer lifecycle content to nurture our users through an impactful eSpark experience. This is an entry level position on our Customer Success team that is designed as a hybrid role to accelerate on-the-job learning and advancement.

Core Responsibilities

Customer Success & Support

• Develop a proficiency in eSpark's products and effectively demonstrate their value.
• Provide front line support to teachers and school administrators via Intercom and phone.
• Troubleshoot student- and teacher-facing issues and support our partners in real time.
• Craft email campaigns, and develop video & printable resources to support teachers & admin.
• Collaborate with the CS team (and cross-functionally) to support the lifecycle of teachers using eSpark. Drive partner success by fostering healthy implementations and minimizing attrition.
• Collaborate with the CS team to design and implement creative partner solutions.

Professional Learning

• Design & deliver engaging and effective PD sessions for teachers to drive impactful implementations.
• Manage the scheduling and delivery of PD, including delegating sessions to contractors when necessary.
• Develop and track PD satisfaction metrics, iterating to improve scores over time.
• Create and update training content to align with product updates and partner feedback.
• Meet/exceed annual PD delivery and satisfaction benchmarks.

Key Competencies

• Skilled relationship-builder with experience working with school and district leaders
• Highly organized, efficient problem-solver with strong prioritization skills
• Mission-driven achiever who cares deeply about K-12 education
• Self-starter who’s open to feedback and eager to learn
• Adept problem solver, with a strong ability to overcome challenges and objections

Qualifications

• 2+ years of customer success and/or professional learning experience, preferably in K-12 and/or edtech. 
• Track record of meeting or exceeding your professional goals.
• Excellent presentation, communication, and virtual facilitation skills.
• (Preferred) K-12 classroom or administration experience
• (Preferred) Familiarity with elementary ELA and/or math content areas

Why eSpark?

Joining eSpark means being part of a team that values innovation, education, and the power of technology to transform learning experiences. We offer the chance to make a significant, direct impact on the way education is delivered and experienced, all while working in a supportive, flexible environment that prioritizes your growth and well-being. Compensation for this position will include stock options that will allow you to benefit from your impact on the company’s growth.

In addition to a competitive salary and stock options, eSpark offers full healthcare coverage (including vision, dental, and mental health benefits), generous vacation and parental leave policies. We are a fully-distributed company and provide benefits around supporting remote work, including your choice of technical equipment. We believe in work-life balance and respect nights and weekends.

At eSpark, we believe all people—adults and students alike—deserve respect for who they are. We work hard to make eSpark an environment in which everyone can thrive and succeed. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Ready to take on the challenge? We can't wait to hear from you.

eSpark participates in e-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. You can read more here.