Ellevation is seeking a Manager for our Customer Success team to build on the strong foundation the team has set and help guide and influence us to the next level! Ellevation’s Customer Success team is responsible for the initial onboarding of partners to our full suite of products while also ensuring their long term success with Ellevation through planned support to meet the ever evolving educational landscape needs. 

Customer Success is a key part of the strong thought leadership reputation Ellevation has in the industry. This team works directly with executive sponsors from the District to guide them through their initial implementation journey with Ellevation while keeping the vision of helping the district achieve their desired outcomes. 

We are looking for a manager who has the passion for developing best-in-class customer success practices through the hiring and managing of the highest level of talent as well as leveraging previous knowledge and experience to implement new practices in an existing organization. You will lead by example, and motivate, reward, and provide career development opportunities for your team. You are a problem-solver and develop partnerships with internal teams to enable your team to continue to achieve the impact that is needed while also meeting and/or exceeding team KPIs. Lastly, you will have a direct impact on supporting English learners reach their highest aspirations. 

In 1 month, you will:

• Onboard; begin to become an in-house expert on the Ellevation product and our customers
• Manage day to day of the team and begin to coach, mentor and build relationships with the team of Customer Success Managers achieving the high performance outcome and connection towards company expectations, personal performance goals and activities. 
• Begin to assess current processes and structures as you build recommendation for scaling and possibility of enhancements to drive efficiencies
• Collaborate with teams across the organization: Product Marketing, Revenue, Product, and other Partner Success teams to ensure alignment, accuracy, and impact
• Attend cross functional meetings to insure critical information is transferred both into and out of the team

In 3 months, you will:

• Facilitate quarterly individual growth meetings focused on strengths and opportunities for individual team members
• Identify 2-3 process improvements to implement to further scale customer success work for the team and/or onboarding aligned to company KPIs
• Begin to become an in-house expert with the Customer Success tool making recommendations for additional recommendations to meet the needs for the customer segment
• Serve as the point of contact for internal escalations and be the point of contact for communication on incident communication
• Maintain and/or onboard portfolio of districts

In 6 months, you will:

• Lead the team through our unique “Back to School” season focused on maintaining team morale, ensuring partners satisfaction remains high and helping the business achieve the goals 
• Leverage inputs to determine forecasted needs of the team based on historical trend data

In 12 months, you will:

• Be an expert on ELL policy for key important markets and easily understand how policy changes have short or long term implications that are clearly able to be articulated to various teams in the company 
• Created systems and processes that allowed for the team to achieve and/or exceed identified company goals

Responsibilities:

• Lead, coach and develop a high performing team of Customer Success Managers to meet and exceed KPIs and business goals, support them to achieve personal performance goals and alongside hiring top talent if the business needs arise
• Leverage data to scale the Customer Success Team focused on ensuring partners achieve desired outcomes and further define internal process enhancements through a culture of testing, learning and iterating 
• Implement new processes for customer onboarding for the customer segment where needed and further iterate on existing tools and procedures to more effectively meet our KPIs
• Manage day to day processes and act as point of escalation both internally and externallyMaintain a deep knowledge of partner regions and ELL policy, to support and guide the team to meet the needs of our diverse partner base
• Collaborate with teams across the organization: Product Marketing, Finance, Revenue, Product, and other Customer Success teams to ensure alignment, accuracy, and impact
• Demonstrate active learning and apply relevant best practices to improve team performance.
• Own Key Performance Indicators for assigned processes. Lead and participate in continuous improvement programs. 
• Provide advanced level support on complex and aging customer issues; ask as a point of escalation when necessary
• Maintain portfolio of accounts meeting company targets of Gross Retention and Net Retention

About You:

• Growth Mindset: You have previous experience with managing individuals and are a learner! This role requires learning the product, best practices to deliver best-in-class customer success, and live our value of continuous learning. Previous managerial experience is a plus, along with a strong understanding of the education space. 
• Success Tool: You have experience building out and leveraging a tool to scale a Customer Success organization
• Customer Centric: You enjoy customer contact and can deliver exceptional customer service. You’re familiar with best practices in customer onboarding in a SaaS and ways to leverage data from ZenDesk, JIRA and Salesforce to make meaningful connections for the organization. 
• Self-Starter: You thrive in a fast-paced environment where you can use innovation, sense of urgency, and data to inform decisions for the Customer Success team, the broader services organization, and others across the company. 
• Problem Solver: You develop partnerships within Success and other departments to enable your team to achieve the KPIs for the role. Each problem represents a unique opportunity to challenge assumptions and continue to push forward the work for not only your team, but for yourself. 
• Strong Leader: You prioritize building diverse teams. You identify with our values of Continuous Learning, Impact, Inclusion, Long-Term Vision, Partnership, and People.

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 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:

+ Great location in Boston - a stone’s throw from the Chauncy Street/Downtown Crossing T stop (We are currently working 100% remotely due to COVID-19)

+ Ability to make a significant impact in the education industry

+ Fun Fridays including virtual happy hours with our remote team

+ Free snacks, beverages, fruit, and we even compost!

+ On-site gym, game room and darts to support all levels of athleticism

+ 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.