Customer Success Manager

Job Description 

Job Title: Client Success Manager 

Reports To: Director of Sales and Marketing 

Department: Sales and Marketing 

Position Summary 

The Client Success Manager (CSM) plays a central role in building strong, long-term relationships with Brainspring’s school and district partners. This role owns the client experience after the sale and ensures clients feel supported, informed, and confident from onboarding through training delivery and beyond. The CSM manages onboarding, communication, documentation, and follow-up for all professional development engagements while maintaining accurate records in our CRM. This position requires strong communication skills, sound judgment, and a solution-oriented mindset, with the ability to identify opportunities for continued partnership, additional services, and repeat engagement when it aligns with client needs. 

Key Responsibilities 

Client Onboarding & Relationship Management 

• Serve as the primary point of contact for school and district clients once an engagement is confirmed. 
• Manage and execute the full onboarding process, including confirming training dates, timelines, participant lists, technology needs, and logistical requirements. 
• Ensure all required participant information is collected accurately, including rosters, emails, roles, accommodations, and district-specific requirements. 
• Set clear expectations with clients regarding course structure, requirements, communication, and next steps. 
• Provide clear, timely communication before, during, and after training to support a positive client experience. 
• Respond promptly and professionally to client questions related to course details, materials, scheduling, or technical support. 

Training Execution Support 

• Monitor the progress of scheduled trainings and proactively address issues before they escalate. 
• Coordinate closely with Sales, Operations, and Instruction teams to ensure smooth delivery. 
• Serve as a responsive, solution-oriented resource for client concerns during the training window. 
• Advocate internally for clients when adjustments or additional support are needed. 

Post-Training Follow-Up 

• Conduct post-training check-ins to gather feedback and assess overall satisfaction. 
• Share client feedback with internal teams to support continuous improvement. 
• Identify opportunities for additional services, coaching sessions, follow-up cohorts, or renewals based on client needs and outcomes. 
• Support expansion and renewal conversations in partnership with Sales. 

Data, Systems & Reporting 

• Collaborate with the EA Operations Coordinator to ensure all participant and client data is accurately recorded in Administrate. 
• Maintain ownership of client activity, communication, and opportunities within HubSpot. 
• Ensure CRM data remains accurate, current, and complete to support reporting and forecasting. 
• Provide client updates, reports, and insights to Sales leadership as needed. 

Internal Collaboration 

• Work under the direction of the Director of Sales and Marketing to align client success workflows with company goals. 
• Communicate regularly with instruction, operations, sales, and marketing teams to support exceptional client satisfaction. 
• Participate in team meetings, planning sessions, and continuous improvement initiatives. 
• Represent Brainspring with professionalism, integrity, and respect in all internal and external interactions. 

Qualifications 

Required 

• 2 years of experience in client success, customer service, project coordination, or education services. 
• Experience managing multiple client relationships simultaneously. 
• Excellent written and verbal communication skills. 
• Strong organizational skills and attention to detail. 
• Experience using CRM systems. HubSpot experience preferred. 
• Ability to solve problems, prioritize effectively, and remain calm under pressure. 
• Customer-first mindset with a professional, polished demeanor. 

Preferred 

• Experience working with K–12 school districts or education-focused organizations. 
• Background in literacy, curriculum, professional development, or instructional services. 
• Familiarity training management systems. 
• Knowledge of Structured Literacy or Science of Reading concepts. 
• Experience supporting renewals, upsells, or account growth in a consultative manner. 

Key Attributes for Success 

• Highly responsive and client-focused. 
• Strong sense of ownership and accountability. 
• Solution-oriented and proactive. 
• Sales-aware without being pushy. 
• Organized, dependable, and detail-driven. 
• Comfortable working across teams in a fast-paced environment. 
• Acts as a trusted Brainspring ambassador with clients. 

Work Environment 

This job operates in a professional office environment and routinely uses standard office equipment such as computers, phones, photocopiers, and other devices necessary to meet departmental needs. 

Physical Demands 

While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand, walk, use hands to handle objects, and reach with hands and arms, and must occasionally lift office products and supplies up to 20 pounds. 

Position Type and Expected Hours of Work 

This is a full-time position. 

Other Duties 

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities. Duties, responsibilities, and activities may change at any time with or without notice.