Customer Success Manager

Alma is a cloud-based student information system (SIS) that supports K-12 administrators, teachers, parents, and students. We are a passionately driven team with the mission to provide this resource to every school.

We are seeking a Customer Success Manager who is passionate about empowering educators and using technology to serve our international client base. This role serves as a strategic contact for independent and charter schools, ensuring they maximize value from Alma while building lasting relationships that drive retention and growth. We are especially interested in candidates who have experience working in schools and understand both the joy and the burden educators feel daily.

This position is open to candidates residing in Oregon, Nevada, Arizona, Idaho and Hawaii.
Key Responsibilities
Customer Relationship ManagementConduct discovery sessions to understand each school's objectives, workflows, and success criteriaLead Quarterly Business Reviews (QBRs) to track progress toward goals, demonstrate value, and align on strategic prioritiesMaintain detailed CRM records to enable cross-functional collaboration between sales, marketing, and product teamsIntroduce new features and conduct product demos to drive adoption and expand platform utilizationDesign and deliver training sessions tailored to different user roles (administrators, teachers, staff)Troubleshoot complex customer issues and coordinate with technical teams for resolutionConduct onsite visits to strengthen relationships and provide hands-on support when neededCommunicate clearly throughout all interactions to set expectations and build trustCustomer RetentionProactively monitor usage data and customer health metrics to identify and address at-risk accountsFacilitate renewal conversations well in advance of contract end dates to ensure continuityAddress barriers to renewal through strategic problem-solving and value demonstrationCollect and act on customer feedback to improve satisfaction and reduce churnRevenue ExpansionIdentify upsell and cross-sell opportunities based on customer usage patterns, growth trajectory, and unmet needsDevelop account expansion strategies based on evolving customer needs and product capabilitiesCollaborate with sales team on growth opportunities within existing accountsTerritory GrowthEncourage satisfied customers to provide referrals to other schools in their network or regionCollect testimonials, case studies, and success stories to support marketing and sales effortsBuild relationships with key stakeholders to position Alma as a strategic partner for long-term growthContribute to regional expansion goals through customer advocacy and market development activitiesEducation and ExperienceBachelor's degree or equivalent work experienceExperience working in a K-12 educational settingProven customer success or account management experience, preferably in SaaS or educational technologyStrong communication skills, both oral and written, with ability to build rapport across culturesDetail-oriented with strong organizational and time management skillsProficiency in Excel and data analysisTechnical SkillsTechnologically 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 audiencesComfortable with data analysis to identify usage trends and opportunitiesCore CompetenciesEnergetic, self-motivated, and proactive in customer outreachStrong interpersonal skills with ability to thrive in a fast-paced, team environmentAbility to manage multiple customer relationships and projects simultaneously while maintaining attention to detailCustomer-focused mindset with passion for building community and driving customer successAnalytical problem-solving abilities to address complex customer challengesOpenness and willingness to continuously learn and adaptAbility to work independently while contributing effectively to team goalsPreferred QualificationsExperience working with diverse educational systemsFamiliarity with student information systems or education management platformsBackground in education administration or K-12 technology implementationExperience conducting remote training and relationship management across time zonesAdditional language skills relevant to our international customer base

The base salary for this position is $55,000-$60,000 annually with an OTE ranging from $75,000-$80,000.

This position is open to candidates residing in Oregon, Nevada, Arizona, Idaho and Hawaii. Who We Are

Alma is a cloud-based student information system (SIS) that serves K-12 administrators, teachers, parents, and students. Our Product team is small and mission-driven. We serve schools and districts across the US and internationally and aim to improve education by empowering the most significant learning resource students have at school: educators.

As individuals, we take ownership of our roles and responsibilities. As a team, our solutions have both an educational and societal impact, and we take that very seriously. We are agile, fast-paced, evolving, and determined to make a difference.

The students, parents, and educators Alma serves come from every walk of life: they attend public, private, and charter schools in cities, suburbs, and rural areas. Our users include English language learners, people with disabilities, gender minorities, families experiencing housing instability, and students who will be the first in their families to go to college.

It is fundamental to Alma's mission that we continue to build a team with diverse lived experiences and perspectives to better anticipate and serve all students' needs. To that end, we hire for culture add over culture fit and strive to create an environment where all team members' voices are heard and welcomed. In addition, we are committed to maintaining a workplace where people can be themselves each day.

All Alma team members receive health benefits, a retirement account, significant paid time off and holidays, and a competitive base salary.

A Note to Applicants

Studies have shown that people from historically underestimated groups are less likely to apply for jobs unless they believe they meet every one of the qualifications described in a job description. We know from experience and past hires that the best person for this role will likely only check some boxes listed here. We encourage you to apply, even if you don't believe you meet all the qualifications described.

Alma Technologies is an Equal Opportunity Employer. We evaluate qualified applicants regardless of race, color, religion, sex, national origin, disability, veteran status, and other protected characteristics.

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