Alma · 3 months ago
Customer Success Manager - International & Charter
Honolulu, HI
Full-time
Onsite
Mid Level
$55K/yr - $60K/yrAlma is a cloud-based student information system (SIS) focused on empowering K-12 educators and students. They are seeking a Customer Success Manager to serve as a strategic contact for independent and charter schools, ensuring they maximize the value from Alma's services while fostering strong relationships that drive retention and growth.
EducationInformation ServicesSoftware
Responsibilities
Conduct discovery sessions to understand each school's objectives, workflows, and success criteria
Lead Quarterly Business Reviews (QBRs) to track progress toward goals, demonstrate value, and align on strategic priorities
Maintain detailed CRM records to enable cross-functional collaboration between sales, marketing, and product teams
Introduce new features and conduct product demos to drive adoption and expand platform utilization
Design and deliver training sessions tailored to different user roles (administrators, teachers, staff)
Troubleshoot complex customer issues and coordinate with technical teams for resolution
Conduct onsite visits to strengthen relationships and provide hands-on support when needed
Communicate clearly throughout all interactions to set expectations and build trust
Proactively monitor usage data and customer health metrics to identify and address at-risk accounts
Facilitate renewal conversations well in advance of contract end dates to ensure continuity
Address barriers to renewal through strategic problem-solving and value demonstration
Collect and act on customer feedback to improve satisfaction and reduce churn
Identify upsell and cross-sell opportunities based on customer usage patterns, growth trajectory, and unmet needs
Develop account expansion strategies based on evolving customer needs and product capabilities
Collaborate with sales team on growth opportunities within existing accounts
Encourage satisfied customers to provide referrals to other schools in their network or region
Collect testimonials, case studies, and success stories to support marketing and sales efforts
Build relationships with key stakeholders to position Alma as a strategic partner for long-term growth
Contribute to regional expansion goals through customer advocacy and market development activities
Qualification
Required
Bachelor's degree or equivalent work experience
Experience working in a K-12 educational setting
Proven customer success or account management experience, preferably in SaaS or educational technology
Strong communication skills, both oral and written, with ability to build rapport across cultures
Detail-oriented with strong organizational and time management skills
Proficiency in Excel and data analysis
Technologically adept, with experience using modern business systems (Google Workspace, Slack, JIRA, CRM platforms, etc.)
Ability to quickly learn and explain complex software features to non-technical audiences
Comfortable with data analysis to identify usage trends and opportunities
Energetic, self-motivated, and proactive in customer outreach
Strong interpersonal skills with ability to thrive in a fast-paced, team environment
Ability to manage multiple customer relationships and projects simultaneously while maintaining attention to detail
Customer-focused mindset with passion for building community and driving customer success
Analytical problem-solving abilities to address complex customer challenges
Openness and willingness to continuously learn and adapt
Ability to work independently while contributing effectively to team goals
Preferred
Experience working with diverse educational systems
Familiarity with student information systems or education management platforms
Background in education administration or K-12 technology implementation
Experience conducting remote training and relationship management across time zones
Additional language skills relevant to our international customer base
Benefits
Health benefits
A retirement account
Significant paid time off and holidays
A competitive base salary
Company
Alma
Alma’s integrated Student Information System empowers learning communities with future-ready software created for today ... and tomorrow.
Founded in 2012
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$0.7M2014-01-09Seed· $0.7M
Leadership Team
Andrew Herman
Co-Founder, Chairman, CEO
Recent News
2024-10-22
2024-06-02
Kazakhstan Newsline
2024-05-27
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