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Paper · 4 days ago

GROW Customer Service Manager

United States

Full-time

Remote

Entry Level

$70K/yr - $90K/yr

1+ years exp

Paper Education America Inc. is reimagining how schools support students through its innovative GROW program. The GROW Customer Success Manager will manage district partnerships, ensuring successful implementation and exceptional customer experience while collaborating with internal teams to drive student outcomes.

EdTechEducationTutoring

Responsibilities

Build and manage relationships with school and district leaders to ensure successful implementation and sustained engagement in GROW programs

Serve as the primary point of contact at the academic hand off in post-sale, maintaining consistent communication with site stakeholders to ensure alignment on goals, logistics, and expectations

Act as a trusted advisor and advocate for site leaders and districts, providing ongoing support throughout the school year to help them meet their goals while ensuring alignment with the GROW program model

Maintain accurate records of customer interactions, decisions, and program updates using tools like Salesforce and Airtable

Collaborate with GROW Program Designer to support the development and refinement of tutoring program plans

Proactively manage implementation timelines, track deliverables, and ensure adherence to key milestones for each site partnership after the post-sales hand-off

Use project and program management tools (e.g., Asana, Airtable, Notion) to coordinate logistics and communicate progress internally

Monitor and track program KPIs such as student attendance, session completion, and academic progress

Prepare and deliver regular progress updates, performance summaries, and insights to district and site-level points of contact

Leverage program data to identify risks or gaps and partner with internal teams to resolve issues quickly

Lead orientation sessions for school leadership and teachers to ensure clarity on program design, scheduling, and operational responsibilities

Facilitate professional development and training for educators on GROW expectations, processes, and platform usage

Tailor onboarding and enablement content to reflect site-specific needs while reinforcing core components of the GROW model

Partner with internal teams including sales, academic services, tutor operations, onboarding, and product to ensure a unified customer experience

Serve as a feedback loop between the field and internal teams, escalating district feedback and product needs appropriately

Attend district meeting & lead site level meetings as a GROW subject matter expert

Contribute to internal reporting, reviews, and updates for GROW leadership and senior stakeholders

Qualification

Customer Success ManagementData-Driven Decision MakingSaaS ExperienceProject Management ToolsCommunication SkillsOrganizational SkillsRelationship BuildingTeam CollaborationResults Oriented

Required

1-2 years experience working with customers within a SaaS company or in a Customer Success role at a high growth B2B SaaS and or B2B2C Company

You leverage data in all of your decision making

The ability to thrive in a collaborative, team environment while working independently with minimal supervision

You have amazing written and verbal communication skills; you're talking to our customers, after all!

You are a pro at building relationships with customers and stakeholders

Outstanding organizational skills and the ability to manage multiple tasks and requests

Results oriented; you always have your next goal in mind, and a plan to get there

You are willing to travel 35%-40% of the time (travel may fluctuate)

Benefits

Comprehensive & competitive compensation, health benefits, retirement plan, stock options, and more.

In addition to vacation days, we provide Paperites with sick days and 4 extra weeks off - including statutory holidays, Paper Days throughout the year, and a full Paper Week from Dec 25 to Jan 1.

A $500 stipend to set-up your workspace and $100 monthly stipends to support with on-going workspace needs.

We support growing families with generous paid parental leave.

Unlimited access to tutoring and educational support for children of Paper employees.