Customer Success Manager (West Region) at Ellevation Education

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If you are looking for an opportunity to positively impact school district English Language programs by developing relationships with district leaders and helping them to optimize their use of Ellevation, we have a position for you!

We are looking to add a proactive, innovative, and results-oriented Customer Success Manager who will serve as the main onboarding contact and act as a key relationship manager responsible for account health and ongoing adoption and engagement of Ellevation. Working closely with our Account Management team, you will work to understand district priorities and regularly monitor district health to ensure that districts are set up for renewals and expansions.

This role will include delivering services to our partner districts focused chiefly on driving their adoption and long-term engagement with the product. You will collaborate with our Customer Success and Product Education teams to better understand district needs and help refine Ellevation’s onboarding approach to ensure active engagement with the platform and instructional products. Most importantly, you will help thousands of educators take advantage of a software solution that helps English Language Learners achieve their highest aspirations.

You will become an expert in our product and best practices, consulting with our partners on how best to leverage Ellevation in their districts. This role requires a combination of organizational skills, relationship management, a service orientation, and entrepreneurship. Just as important, we are looking for someone who wants to be in a scaling organization, has tremendous communication skills, is motivated, proactive, and a self-starter.

As a Customer Success Manager, you will develop the essential skills to successfully maintain high levels of partner satisfaction and partner health, and become an expert in providing consultation and thought partnerships to school districts so they are able to maximize their use of all Ellevation products - both compliance and instruction. 

Here is what your first year with us looks like:

Within 1 month, you will:

  • Onboard and learn about Ellevation, and the work we do to improve outcomes for EL students.
  • Become familiar with our product offerings, and our customer landscape.
  • Understand the Partner Success Organization (PSO) approach and how we work within the PSO Department, as well as in close collaboration with the Revenue teams.
  • Learn the various tools and processes that Customer Success Managers use to facilitate new partner implementation and ongoing engagement.
  • Shadow Customer Success meetings/calls (i.e. Kickoff, Design, Planning, etc.), as well as online trainings on all of Ellevation’s products.

Within 3 months, you will:

  • Take on your first new partner implementation(s) and begin managing your full caseload partners in Success;
  • Build relationships with the Account Managers you work closely with to learn more about your partners;
  • Continue to gain proficiency with the Ellevation product suite and deepen product knowledge;
  • Begin using the Partner Health Dashboards to better understand partner usage, engagement, satisfaction and other health metrics;
  • Support partners to understand and adopt new products/features as they are rolled out by sending emails suggesting webinars, links to RC articles, videos, working sessions, etc.

Within 6 months, you will:

  • Grow your knowledge and skills as a Customer Success Manager and facilitate the implementation of Ellevation’s suite of products for multiple partners simultaneously;
  • Deepen your ability to analyze data to monitor partner health, and develop confidence in determining which mitigating saving actions and plays to apply for which partners in a timely manner;
  • Collaborate with other PSMs and other internal teams (Product Support, Professional Services, etc.) to continually refine our approach to engaging and supporting our district partners;
  • In collaboration with Account Management, engage with administrators in partner districts to conduct Account Review and Reflection Meetings to ensure districts are set up for expansions and renewals.

Within 12 months, you will:

  • Maintain high levels of partner health, including data freshness, Platform usage, Strategies usage, and overall partner satisfaction, while also managing partner expectations.
  • Listen and learn from partners on current compliance and instructional challenges, and ideate on how the product can best meet district needs.
  • Act as a subject matter expert for our Product Education team as it related to the development of Resource Center and Webinar content, and offer suggestions and ideas to improve our resources.
  • Surface learnings/observations/feedback from our district partners to Ellevation’s Product and Engineering Teams to help inform future product development efforts, and participate in dogfooding and other feedback exercises with Product team.

About You:

  • Ideally 3+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role;
  • Strong leadership, analytical and organizational skills;
  • Outstanding verbal and written communication skills with audiences of all levels;
  • Ability to guide and support users of varying levels of comfort with technology
  • Driven, self-motivated, enthusiastic and with a “can-do” attitude;
  • Experience and knowledge of the ELL landscape and instructional practices;
  • Ability to produce results in a fast-paced, sometimes ambiguous environment;
  • Eagerness to tackle complex partner challenges and a demonstrated ability to break things down into concise, actionable steps for both internal stakeholders and our end-users;
  • A rigorous approach to project management;
  • Proven competency in identifying value-based opportunities for the partners; advocating for partner needs internally and externally;
  • Passion for driving change in education;
  • Travel to support onboarding and user gatherings as needed.

About Us:
At Ellevation, we develop world-class software to help school districts and educators support the fastest growing population of K-12 students: English Language Learners (ELLs). Ellevation helps school districts transform their EL programs and ensure all students can achieve their highest aspirations with a best-in-class data and instructional planning platform, resources to build teacher capacity, and student-facing programs to teach academic language.

We are a fast-growing, mission-driven technology company, partnering with over 800 public school districts all across the country. We are well-capitalized, have a strong and growing team, and are continuously focused on how to build the best organization so that we can achieve our ambitious social and financial objectives.

Why Ellevation?
In addition to our great benefit plans and competitive salaries, here are some other perks that make us unique:
+ Ability to make a significant impact in the education industry
+ Seamless technology integrations so you're always connected (Zoom + Slack)
+ All-company offsites in Boston, twice a year!
+ Team & Division offsites
+ Virtual happy hours
+ Opportunity to join an open and collaborative work environment!

Learn more about our team in our Culture Deck.

Here at Ellevation, we champion diversity, inclusion, equity, and belonging. We strive to build a team that reflects the diverse communities we serve. We’re an equal opportunity employer, committed to creating an inclusive workplace that promotes and values a range of ideas and opinions. We embrace all types of differences in the development of our organization. We are proud to have been recognized in prior years as “Best Tech Workplace for Diversity” from the Timmy Awards for investing in trainings around inclusive behaviors, microaggressions, unconscious bias, and fostering a culture of sharing educational resources across the company. We are encouraged by our progress, but there’s more work to be done.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NET MVCLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • AureliaFrameworks
    • EntityFrameworks
    • ElasticsearchFrameworks
    • PostgreSQLDatabases
    • SQLDatabases
    • Google AnalyticsAnalytics
    • SplunkAnalytics
    • Insight SquaredAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubSpotCRM
    • SalesforceCRM
    • WistiaCRM
    • AskNicelyCRM


Our office is in the trendy and easily accessible Downtown Boston area with plenty of restaurants, coffee shops, sports clubs and bars nearby.

An Insider's view of Ellevation Education

What are some social events your company does?

We celebrate the end of each work week on Friday afternoons with a social gathering in the office. We play games and spend time getting to know each other. In addition, we have monthly company sponsored lunches and 2 company offsites per year when we fly our remote team to Boston for 2 days of team building exercises and social events.


People Operations Manager

How do you collaborate with other teams in the company?

I collaborate with others in the company through our use of Slack, regular all-hands company meetings, inter-team meetings, and our office space. More specifically, our Slack portal has been designed to include many cross-functional channels such as product updates, territory-specific team channels and more.


Marketing Manager, Revenue Generation

What makes someone successful on your team?

Our success is built on two key elements-

Passion for our mission: We are passionate about helping our partners achieve great things with their students.

Listening and learning: With a wide range of partners, listening deeply helps us communicate with partners how our tools can meet their needs and provides a rich source of feedback for our team.


Instructional Consultant

How do you empower your team to be more creative?

"We regularly whiteboard ideas to solve technical and business challenges. Every team member has a chance to provide input on the proposed design & the design evolves during implementation or when the requirements change.
Vetting ideas with the team enables us to view a problem from different viewpoints & enables us to collaborate effectively."


Engineering Lead

What’s the vibe like in the office?

I love coming to work each day at Ellevation. Everyone is friendly, collaborative, and invested in our mission. We also love to have fun: we coordinate dress-themed Fridays, meet for code parties each week which always includes a good dose of laughter, and stay after work on Fridays to hang out and play board games.


Software Engineer

What are Ellevation Education Perks + Benefits

Ellevation Education Benefits Overview

Ellevation offers an extensive benefits package including medical, dental, vision, life insurance, long & short term disability, FSA, HSA, commuter benefits, 401(k) and more. Our team enjoys unlimited vacation days, flexible work hours and work from home options. We have sit-to-stand desks and standing stations around the office, a fully- stocked kitchen, board games, and a gym. Ellevation employees have started different team-bonding activities such as a Book Club, Running Club, Yoga, Baseball, etc. We have a Corporate Social Responsibility Program and a Diversity Affinity Group. In addition, we get to enjoy a Fun Friday social event every week, company-sponsored gatherings and team outings and two company-wide offsites per year.

Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Diversity and Inclusion Committee (DELL) Corporate Social Responsibility Committee (ECHO) Office Committee Wellness Committee
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Ellevation's FSA helps employees to set aside pretax dollars to use for healthcare and childcare expenses. Up to $2000 (annually) for healthcare and $5000 for dependent care.
Disability Insurance
Short-Term: replaces 60% of pre-disability monthly earnings up to a max of $1000/week for up to 26 weeks. Long- Term: replaces 60% of pre-disability monthly earnings to a max of 7,500.
Dental Benefits
Ellevation's dental plan covers 100% of the cost of preventative care, including x-rays.
Vision Benefits
Ellevation's vision plan provides 100% coverage for annual eye exams. Frames and contacts are covered up to $130, prescription glasses are 40% off and non-prescription are 20% off.
Health Insurance Benefits
Ellevation's provides 5 insurance plans with Cigna to cover everyone's needs: High, Mid and Low PPP, EPO and an HSA where Ellevation matches up to $1000 (individual) or $2000 (family) contributions.
Life Insurance
Ellevation offers life insurance with flat $100,000 benefits. Voluntary Term Life Insurance is also available to all employees, their spouses, and children.
Onsite Gym
Ellevation provides employees with a free access to a state-of-the-art fitness center in the same building where our office is located.
Retirement & Stock Options Benefits
401(K) Matching
Ellevation's 401(k) retirement plan matches 3% of an employee's earnings.
Company Equity
Ellevation offers stock options to its employees.
Performance Bonus
Ellevation offers a bonus plan to employees for meeting annual performance targets.
Child Care & Parental Leave Benefits
Generous Parental Leave
Ellevation offers 8 weeks of paid parental leave for the birth, adoption or fostering of a child.
Flexible Work Schedule
Ellevation employees enjoy a flexible work schedule that allows them to take time when needed to attend to their personal needs and life demands.
Remote Work Program
Ellevation employees can work remotely as needed, pending their manager's discretion.
Family Medical Leave
Ellevation offers up to 12 weeks of unpaid, job-protected FMLA. Learn more here:
Adoption Assistance
8 weeks of paid leave and adopting parents receive a lump sum bonus of $5,000 to assist with expenses incurred in the adoption process.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Ellevation doesn't limit the number of paid vacation days employees may take during a calendar year, provided that they use good judgment to ensure that business needs are met.
Generous PTO
Paid Volunteer Time
Ellevation provides the Boston team with opportunities to volunteer with local charitable organizations. Remote employees are encouraged to choose a place locally to volunteer 1 day per year.
Paid Holidays
Ellevation offers all employees paid time off to observe all major holidays and in addition, our offices are closed during the week between December 23rd and January 2nd.
Paid Sick Days
Ellevation employees are allowed to take up to 6 sick days per calendar year.
Perks & Discounts
Casual Dress
At Ellevation we allow our employee to dress as they feel most comfortable.
Commuter Benefits
Ellevation offers pre-tax commuter benefits to all employees.
Company Outings
Twice a year, we gather the entire company for a two- day offsite that culminates with a fun party. In addition, the different teams in the company have their own outings, retreats, and social events
Game Room
Stocked Kitchen
Ellevation has a fully stocked kitchen including unlimited snacks, fresh fruit, coffee, tea and a BEVI machine.
Some Meals Provided
Ellevation provides company-sponsored lunched around holidays and special events.
Happy Hours
At Ellevation we host weekly Fun Fridays at our Boston office. In addition, our remote employees have started a remote happy hour.
Recreational Clubs
Ellevation sponsors sports leagues as requested by employees.
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
At Ellevation, we have a budget for professional development opportunities and conferences for our employees. In addition, Ellevation offers professional training for new managers and leaders.
Diversity Program
We are committed to creating a diverse and inclusive workplace through cultural awareness and competency training, team-building exercises and the encouragement of on-going dialogues with employees.
Lunch and learns
Cross functional training encouraged
Promote from within
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