Customer Success Coach

Summary: Navigate360 is seeking a Customer Success Coach to support K–12 school and SMB commercial accounts in maximizing the value of our SaaS school program solutions. This role is critical in ensuring that business and school leaders, educators, and staff effectively onboard, adopt, and fully realize the benefits of our products. The Customer Success Coach builds relationships and serves as a strategic partner focused on student outcomes, school safety, and solution impact.

Duties / Responsibilities:

Customer Onboarding & Implementation

• Partner with Implementation Consultants to ensure alignment with solution goals and readiness.
• Integrate seamlessly into the Implementation journey to support a high-quality onboarding experience.
• Facilitate knowledge transfer and foundational training that leads to early success and confidence in the platform.

Adoption, Engagement & Value Realization

• Serve as the primary post-sale relationship owner, working in collaboration with Implementation and Account Management teams.
• Monitor product usage patterns, engagement levels, and support data-informed health scoring.
• Develop and execute tailored adoption strategies for schools and commercial accounts based on their goals, usage trends, and stakeholder readiness.
• Provide proactive, value-added outreach through best practices, success stories, and feature education.
• Function as a trusted advisor, helping customers map Navigate360’s solutions to their strategic safety, behavioral, and culture-building goals.
• Act as solution expert alongside internal subject matter experts to ensure deep product knowledge is delivered effectively at all levels of user base.

Revenue Retention & Growth

• Partner closely with the Account Manager to support renewal conversations and long-term account planning.
• Contribute to revenue retention by ensuring product value is consistently demonstrated and aligned to district priorities.
• Identify and surface cross-sell or upsell opportunities based on observed product usage, customer needs, and solution gaps.
• Influence expansion and pilot opportunities by capturing customer success stories, outcomes, and unmet needs.
• Help drive loyalty and advocacy by identifying, creating, and nurturing highly engaged customers.

Proactive Risk Management & Resolution

• Identify and respond to risk factors such as low adoption, user turnover, or technical barriers.
• Serve as the primary internal advocate for customer needs, working cross-functionally with Product, Implementation, Tech Support, Marketing, SMEs and Sales.
• Escalate concerns with data-driven insights and coordinate a resolution plan to stabilize and strengthen the customer relationship.
• Other duties as assigned 

Required Qualifications:

• Bachelor's Degree 
• 3 years in a Customer Success, Implementation, Account Management, or Training role within a SaaS or EdTech environment.
• Demonstrated experience supporting K–12 schools or districts and understanding of school operations, calendars, and stakeholder structures.
• Experience with retention-focused metrics (e.g., health scores, adoption dashboards) and success planning.
• Ability to analyze platform data and derive actionable insights to improve usage and adoption.
• Familiarity with CRM and Customer Success tools (e.g., Salesforce, Gainsight, ChurnZero).
• Excellent verbal and written communication skills, with confidence engaging school personnel at all levels.
• Highly organized, adaptable, and skilled at managing multiple priorities in a customer-facing environment.
• Ability to travel on occasion to support customer engagements, regional events, onsite trainings, or strategic program reviews.

Preferred Qualifications:

• Experience working with or supporting school safety, behavior management, SEL, or PBIS programs.
• Knowledge of Navigate360’s platform or similar K–12 SaaS solutions.
• Passion for improving outcomes for students, educators, and school communities.

Normal Working Hours and Conditions:  Core business hours are generally 8:00 am – 5:00 pm.  However, this position will require work to be performed outside of normal business hours based on Company operations. 

Physical Requirements:  Primary functions require sufficient physical ability and mobility to work in an office setting including verbally communicating, seeing and hearing to exchange information and fine coordination including use of a computer keyboard.  Daily physical functions include standing, sitting and walking for prolonged periods of time and occasionally stooping, bending, kneeling, crouching, reaching, and twisting.  The employee may engage in lifting, carrying, pushing, and pulling light to moderate amounts of weight up to 25 pounds.  The position also requires the operation of office equipment requiring repetitive hand movement.