Job Details

Level:   Experienced

Job Location:   Novato Office - NOVATO, CA

Position Type:   Full Time

Salary Range:   Undisclosed

Travel Percentage:   Negligible

Job Category:   Education

Description

Organization Summary 

PBLWorks, a 501(c)(3) nonprofit organization headquartered in Novato, California, is the industry leader in providing professional development and support services related to Project Based Learning (PBL). PBLWorks creates, collects, and shares high-quality PBL tools and resources with K-12 teachers and leaders across the country. At PBLWorks, we believe that all students — no matter where they live or what their background — to have access to quality PBL instruction to deepen their learning and achieve success in college, career, and life.

PBLWorks is poised for its next phase of growth, innovation, and impact. Our Strategic Plan 2024–2028 expands our focus from professional learning to support teachers in designing PBL units to the development of new products and redesigned services that enable all teachers to implement PBL by creating curriculum units that teachers can adapt and the creation of a digital platform that teachers can access from anywhere at any time. This role, along with the rest of the team, will allow us to fulfill our mission to build the capacity of teachers and school systems to design and facilitate high-quality Project Based Learning.

Position Summary 

As the Customer Success Manager, you’ll be the driving force behind an exceptional experience for our TEACH customers. You’ll guide both new and returning clients through every step of their journey - offering proactive, personalized support that anticipates needs, solves challenges, and drives long-term engagement. Your commitment will shine through not only in your customer partnerships, but also in your contributions to team initiatives and cross-functional projects. In this role, you will also build and enhance customer service messaging and processes for all products and services, as well as manage all post-sales activities for top customers through strong and effective relationship-building, product knowledge, planning, and execution. If you're passionate about making a meaningful impact on customers and are ready to help shape the future of our products and services, we’d love to meet you.

Responsibilities include, but are not limited to:

Create Strong Customer Partnerships

• Lead onboarding experiences. 
• Ensure high retention and renewals by driving regular TEACH usage, integrating TEACH into instructional routines, and positioning partners for long-term success.
• Ensure that a customized and responsive plan is in place with each customer for deployment, engagement programs, and future renewal conversations
• Build and maintain strong relationships with a portfolio of customers, ensuring “moderate” to “strong” health scores through proactive, personalized engagement.
• Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific needs
• Function as the customer advocate and provide internal feedback on how we can better serve our teachers and leaders

Manage Customer Support 

• Manage the Intercom customer service system 
• Respond to all Tier 1 support requests for professional development services and subscription inquiries
• Route and escalate all Tier 2 and 3 requests, content questions, and other requests to the appropriate contact. Track questions and ensure timely responses.
• In collaboration with the Marketing, Product, and Curriculum teams, craft and send outreach communications to customers to support their successful use of products.
• Create FAQ and Help documents based on customer needs across all services and products offered by the organization

Community Management

• Manage and monitor community boards in the Teach App.
• Respond to questions or route them to an appropriate person
• Develop and implement engagement plans to foster community participation. 

Track and Analyze Data 

• Work closely with the product, curriculum, operations, and research teams to understand and collect data about our customers. 
• Track, analyze, and act on signals to ensure our customers are successfully implementing, or intervene early when they’re not.
• Collect and share data with service leaders to support their portfolios of partners. 

Contribution to PBLWorks’ Mission, Vision, and Racial Equity Imperative 

• Work with other PBLWorks team members to further our mission, vision, core values, racial equity imperative, and strategic plan. 
• As a collaborative team player, support PBLWorks colleagues, and contribute to the full breadth of the organization’s work and culture. 
• Engage in ongoing individual and collective learning about how to advance racial equity through Project Based Learning for all students, especially Black and Brown students 

Other duties as assigned.

Requirements, Skills and Abilities

This role must believe in PBLWorks’ core values, be driven by our mission and vision, and share our commitment to advancing racial equity.

Specific requirements include:

• Two or more years in a customer-facing role such as customer success, account management, or EdTech implementation in an education-focused tech/Saas company
• Prior experience as a K-12 classroom teacher, instructional coach, and/or instructional leader is required. You understand what educators care about, how schools function, and how to change hearts, minds, and habits.
• Demonstrated passion for providing top-notch customer service and a knack for creative and resourceful problem-solving.
• Strong organizational and multitasking skills with exceptional attention to detail and account management. Operationally and efficiency-minded, using tools, data, and systems to work smarter and scale your impact.
• Quick learner who picks up new technology easily and can train others on the use of tools/ platforms. 
• Ability to move quickly, make sound decisions under time constraints, incorporating feedback and consistent learning to drive progress.
• Ability to work in collaboration with diverse groups of people/ communities of color.
• Ability to adapt to the needs of the organization and employees.
• Comfortable working effectively in virtual environments
• Competent with Word, Excel, Google Apps, and willing to learn additional technology tools adopted by the organization. 
• Mission-driven individual who is excited about supporting a community of professionals to impact students around the world.

Additional requirements are:

• Results-proven track record of exceeding goals and a bottom-line orientation; evidence of the ability to consistently make good decisions through analysis, wisdom, experience, and judgment; high level of business acumen; problem-solving, project management, and creative resourcefulness.
• Impeccable integrity, clear communicator in writing and verbally.
• Flexible and able to multitask; can work within an ambiguous, fast-moving environment while driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
• Action-oriented: enjoys working hard and looking for challenges; proactive; not afraid to take risks.

The successful candidate will possess these skills and abilities:

• Ability to thrive in a collaborative and diverse environment.
• Strong analytical skills; basic business intuition.
• Great listener. 
• Outstanding verbal and written communication skills.
• Excellent interpersonal skills
• Extraordinary organizational skills with an exceptional focus on accuracy and accountability. 
• Excellent time management skills with a proven ability to meet deadlines and prioritize.
• Data-driven with analytical and problem-solving skills.
• Ability to adapt to the needs of the organization and employees.

The successful candidate will reflect these attributes:

• Integrity, a positive attitude, and self-direction.
• Belief in transparency and open communication.
• Passionate about addressing equity in education.
• Ability to build trust quickly.
• A team player who can work effectively with peers and other associates within a collegial yet demanding work environment

Reporting Relationships

The Customer Success Manager works closely with sales, operations, product development, and curriculum colleagues and reports directly to the Director of Customer Success.

Location

This position is remote and may be based anywhere within the U.S. Occasional travel may be required for team meetings and events (~2-3 times per year).

Compensation & Benefits

• This full-time, exempt role offers full health benefits (including medical, dental, and vision), a 403b, and life and disability insurance. PBLWorks offers competitive pay (commensurate with experience) and a generous benefits package.  
• The pay range for this position is $102,000 - $108,000.

Additional Requirements

PBLWorks participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. We will only use E-Verify once a newly hired employee has accepted a job offer and completed the Form I-9.

As a company, we celebrate and embrace diversity. We actively seek a diverse pool of candidates in every hiring process. Buck Institute for Education is an Equal Employment Opportunity (EEO) employer and does not discriminate based on race, color, national origin, religion, gender, age, veteran status, political affiliation, sexual orientation, marital status, or disability (in compliance with the Americans with Disabilities Act).