Employment Type:
Full-time
Reports To:
VP Sales (with Dotted Line Reporting to the CEO)
Work Location:
Preferred: Work from home in or near a major California city
Would Consider: Work from home in the United States
Compensation:
Annual Base Salary: $64,500 to $70,500 (Depending on Experience)
Annual Performance-Based Bonus: Between 5% and 15% of Base Salary
Company Overview
Brains & Motion Education (BAM!) runs popular after school enrichment programs at elementary schools in a growing number of cities across the country. Schools and parents love us because we offer a wonderful mix of games, sports, robotics, coding, digital arts, and other STEM Without Screens™ topics. Our company is known for being fun, educational, highly reliable, responsive, and for hiring, training, and supporting wonderful instructors. We are backed by several of the most prominent and trusted investors in the education space.
Position Overview
The position of Client Success Manager is a newly created role. The person we hire for this position will occupy a key space between our Sales and Operations teams and will be tasked with ensuring that our largest K-12 school clients are highly satisfied with the implementation of our enrichment programs. The Client Success Manager will act as a strategic partner to our school clients and a liaison between our internal teams and will be evaluated primarily by the rates at which our clients choose to renew and expand their engagements with us.
Our clients’ renewal rates in turn depend on how satisfied our clients are with our services. The ideal candidate for this role excels at fostering trust-based relationships, is an outstanding communicator, is highly organized, and has a soft but firm touch when it comes to demanding excellence from everyone around them – helping to ensure that our implementations are excellent and our clients are happy.
Key Responsibilities
Client Onboarding & Implementation
- Ensure that each new school client (and new seasonal program) gets off to a great start by ensuring there is proper alignment between (a) what we sell; (b) what our clients expect; (c) what our program team is prepared to deliver; and (d) what we actually deliver.
- Guide schools through the onboarding process, including kickoff meetings, setting expectations, and coordinating program logistics with the operations team.
- Track and document the onboarding and implementation processes.
- Ensure any issues are resolved promptly and satisfactorily.
Relationship Management & Client Health
- Build and maintain strong relationships with our key client stakeholders, including school principals, administrators, and program coordinators.
- Engage with key client stakeholders on a defined cadence to assess satisfaction, address concerns, and ensure clear communication. Implement a systematic approach to track and analyze customer health metrics to anticipate needs and strengthen relationships.
- Act as the voice of our clients, ensuring their feedback informs our program improvements.
- Proactively resolve challenges and communicate solutions to maintain client health.
Program Performance & Monitoring
- Collaborate with our operations and program delivery teams to track program success metrics and identify areas for improvement.
- Work with our Program Managers to collect and analyze feedback through surveys, performance data, and client reports.
- Share insights with clients, highlighting program impact and successes.
Renewals & Growth
- Collaborate with our sales team to drive client renewals.
- Assist our sales team as it works to identify opportunities for upselling or cross-selling additional services that align with our clients’ strategic plans and goals.
Cross-Functional Collaboration
- Partner with sales, operations, and program delivery teams to align on client expectations and execution.
- Provide regular updates to internal stakeholders on client health status, risks, and opportunities.
- Contribute to team meetings, sharing insights to enhance client success strategies.
Reporting & Tools Management
- Accurately track client interactions in Salesforce and elsewhere.
- Deliver weekly reports on client health, program status, and potential challenges.
Required Skills, Competencies, and Qualifications
Education & Experience
• Bachelor’s degree in education, business, or other relevant field.
• 3+ years of experience in client success, account management, or program coordination, preferably in education and program delivery contexts.
Skills & Competencies
• Exceptional relationship-building and interpersonal communication skills.
• Proactive problem-solving abilities and attention to detail.
• Strong organizational and project management skills to handle multiple clients and deadlines effectively.
• Analytical capabilities to interpret program performance data and develop actionable insights.
• Proficiency with CRM tools (e.g., Salesforce) and project management platforms.
Preferred Qualifications
• Experience working with K-12 schools, enrichment programs, or STEM/after-school programming.
• Familiarity with education sector trends and needs.
• Willingness to travel as required for client meetings and related events.
