Customer Success Manager (West Region)

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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
  • People Operations
    • C#Languages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ASP.NET MVCLanguages
    • ReactLibraries
    • 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
    • SlackCollaboration
    • ZoomCollaboration
    • TrelloProject Management
    • Google SuiteProject Management

Location

Collaborative workspace in the heart of Boston - a stone's throw from many central T stops (Downtown Crossing, Government Center, and Aquarium). Free snacks, beverages, and local organic fruit provided.

An Insider's view of Ellevation Education

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.

Ira

Partner Success Director

What are some social events your company does?

We have quarterly department offsites and an annual company-wide offsite. These are opportunities for us to work together in person, learn and brainstorm as a team, and generally, just hang out with each other in cool, new spots in Boston and throughout the US. Our last company trip to Denver was amazing!

Lillian

Technical Talent Acquisition Partner - Product & Engineering

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 as well as a kitchen/eating area stocked with snacks and coffee.

In addition to our great benefits and competitive salaries, here are some things that make us unique:
+ Mission-driven organization were team members are empowered to make a significant impact
+ Opportunities to join DEIB-focused groups and support building a culture of belonging
+ Professional development and growth opportunities
+ Company and team offsites in various cities across the United States
+ Remote and in-person engagement opportunities, including happy hours, themed events, and competitions
+ Remote and in-person wellness programming to support team’s mental and physical wellbeing

Culture
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Employee awards
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.
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
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 insurance
Ellevation's dental plan covers 100% of the cost of preventative care, including x-rays.
Vision insurance
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
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.
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
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.
Charitable contribution matching
Pay transparency
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Ellevation offers 8 weeks of paid parental leave for the birth, adoption or fostering of a child.
Family medical leave
Ellevation offers up to 12 weeks of unpaid, job-protected FMLA. Learn more here: https://ellevationeducation.com/sites/default/files/uploads/pdfs/4E_-_LOA_Section_%285%29.pdf
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.
Flexible time off
Bereavement leave benefits
Hardship benefits
Company-wide vacation
Office Perks
Commuter benefits
Ellevation offers pre-tax commuter benefits to all employees.
Company-sponsored 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
Free snacks and drinks
Some meals provided
Ellevation provides company-sponsored lunched around holidays and special events.
Company-sponsored 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.
Fitness stipend
Home-office stipend for remote employees
Mother's room
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.
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.
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

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