{"id":3038561,"url":"https://alion.io/job/smartlab-learning-customer-success-manager","title":"Customer Success Manager","company":{"id":1927963,"name":"SmartLab Learning","domain":"smartlablearning.com","url":"https://alion.io/company/smartlablearning","size_band":"1-10","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Detroit, United States","Chicago, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":75000,"max":95000,"currency":"USD","period":"year","gross":null,"usd_annual":95000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Monday.com","optional":false},{"name":"Outlook","optional":false},{"name":"Salesforce","optional":false}],"status":"live","first_seen_at":"2026-10-21T22:07:18Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-22T21:36:07Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"At SmartLab, we’re transforming STEM education and we’re looking for a dynamic partner to help schools make the most of it. In this role, you’ll be the go-to guide for educators and district leaders alike, leading engaging onboarding experiences, sparking strategic conversations, and ensuring every SmartLab delivers meaningful impact. If you’re energized by relationships, motivated by outcomes, and excited to champion STEM across K-12 schools, we want to meet you.\nWe are looking for candidates in the Midwestern United States.\nRequirements\nCustomer Onboarding & Adoption\nPartner with Tech Support & Implementation to support customers through post-sale onboarding and implementation, ensuring alignment on customer goals, key milestones, responsibilities, and next steps.\nMaintain customer communication throughout onboarding, helping school and district stakeholders understand the implementation process and ensuring they have visibility into progress.\nEstablish a strong customer relationship early in the partnership, building an understanding of the school's goals, expectations, and priorities for its SmartLab program.\nRelationship & Account Management\nServe as the primary owner of the customer relationship, building trust with stakeholder groups to strengthen engagement, sustain program continuity, and maintain alignment on the value of SmartLab.\nCollaborate with territory Sales reps through regular account syncs, keeping Sales informed on account health, key stakeholder changes, and emerging opportunities to ensure a unified, coordinated approach to each customer.\nSchedule and communicate regular business reviews (QBRs/EBRs) showcasing usage analytics, student outcomes, and ROI to administrators, STEM coordinators, and other district stakeholders\nDevelop and maintain an understanding of each customer’s decision-maker journey, including their goals, priorities, key stakeholders, decision-making processes, and evolving needs throughout the SmartLab partnership.\nRetention, Expansion & Advocacy\nProactively forecast renewal risk using data signals from HubSpot, Salesforce, and customer feedback.\nIdentify and qualify expansion opportunities by understanding each school's evolving needs and growth potential.\nDevelop and execute customer success and renewal plans that demonstrate the value of SmartLab’s integrated STEM ecosystem and support long-term customer partnerships.\nCultivate customer advocates and identify opportunities for references, testimonials, case studies, and participation in SmartLab events or professional learning initiatives. \nIssue Resolution & Support Escalation\nTake ownership of customer concerns and coordinate with Tech Support, Facilitator Success, Product, and other internal teams to drive customer-impacting issues toward resolution.\nMaintain transparent communication loops with customers during escalations.\nVoice of the Customer & Continuous Improvement\nLog qualitative feedback and feature requests in Salesforce and other designated systems.\nShare trend insights with Product and Marketing teams to influence roadmap and messaging.\nAdvocate for the needs of SmartLab schools and districts while balancing customer priorities with company goals and available resources.\nData Hygiene & Reporting\nMaintain accurate and timely Salesforce records of customer engagements, opportunities, contacts, and key account activities, ensuring information is documented to support effective account management and cross-functional collaboration.\nCommunicate account status, customer risks, renewal progress, and opportunities for growth to Customer Experience leadership and relevant internal teams.\nLeverage Monday.com dashboards to track project milestones and communicate status internally.\nEducation & Experience Required\nBachelor’s degree or 5+ years of relevant experience in Customer Success, Account Management, or K-12 EdTech implementation.\nProven track record with renewals in a subscription/SaaS or curriculum-as-a-service environment.\nDeep familiarity with U.S. K-12 buying cycles, funding sources, and classroom dynamics.\nExcellent virtual facilitation, presentation, and storytelling skills.\nStrong data orientation-comfortable building reports in Salesforce and interpreting engagement analytics.\nAbility to work independently in a fully remote, distributed team; strong asynchronous communication habits.\nPrior teaching or district-level instructional coaching experience preferred.\nExperience with ChurnZero, Salesforce, Monday.com, and Microsoft 365 (Teams/Outlook).\nExposure to STEM or project-based learning pedagogies preferred.\nFormal training in Success Planning frameworks (e.g., SuccessCOACH, TSIA) or customer journey mapping preferred.\nTravel up to 15% primarily for on-site school launches, regional conferences and company events.\nBenefits\nHealth Care Plan (Medical, Dental, Vision, Ancillary)\nRetirement Plan (401k, IRA)\nLife Insurance (Basic, Voluntary & AD&D)\nPaid Time Off (Vacation & 14 Paid Holidays Annually)\nFamily Leave (Maternity, Paternity)\nShort Term & Long Term Disability Options\nSalary range: $75k-$95k","description_format":"text","description_chars":5100,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["401k plan","Company events","Life insurance","Parental leave","Retirement plans"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["E-learning","Bootcamps"],"lifecycle":[{"event":"open","at":"2026-10-21T22:07:18Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":30,"reasons":["conf:0","win:early"],"computed_at":"2026-10-22T06:10:10Z"},"pay":{"stated_usd_annual":95000,"is_top_pay":true},"html_url":"https://alion.io/job/smartlab-learning-customer-success-manager","json_url":"https://alion.io/job/smartlab-learning-customer-success-manager.json","meta":{"generated_at":"2026-10-22T23:19:38Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9046,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-23T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1927963},"rest":"https://alion.io/mcp/rest/get_company?id=1927963"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsmartlab-learning-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsmartlab-learning-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsmartlab-learning-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/smartlab-learning-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsmartlab-learning-customer-success-manager"}]}