What are the responsibilities and job description for the Customer Success Manager position at Scout?
Scout is the AI-native operating system for schools.
Our first product, Scout SIS, is a student information system (SIS). At its core, the SIS a database for schools to store student and staff data. Every school has an SIS, but it’s one of the lowest NPS products in the history of software. Legacy players like PowerSchool are multibillion-dollar, rent-extracting companies that squeeze every dollar they can out of schools by locking them into long-term contracts for products that require significant hidden add-on fees to function properly. We’re trying to change that by automating complex back-office workflows across data validation, legal compliance, and government reporting.
We believe that having a highly efficient back-office with access to an interoperable data store will enable school districts to offer the highest quality of instruction to students, and our OS will enable an ecosystem of next-gen edtech software companies to flourish.
Scout is backed by Reach Capital, Rethink Education, Y Combinator, and YC founders including Dan Carroll (Clever), Jinal Jhaveri (SchoolMint), Justin Wenig (Coursedog / Starbridge), Pasha Rayan (Forage / a1base), Will Drevno (Drapr), Kevin Bai & Victor Cardenas (Slash).
We’re hiring our first Customer Success Manager to help build out Scout’s customer service function. This is a true founding CSM role with direct access to the Co-Founders, where your voice, ideas, and execution will materially shape how Scout grows.
- Maintain relationships with Scout schools, ensuring that they’re getting the service they need to keep their schools running
- Respond directly to, and triage, parent, teacher and student reported issues
- Keep customers updated on new Scout feature releases
- Travel to visit customers in person and ensure they’re satisfied with Scout
- Distill common issues and requests across customers, and surface those insights to the product team
- Maintain Scout’s knowledge base, and ensure customers can find the help they need quickly
- Automate Scout’s customer issue resolution to maintain prompt response times as the company scales
- Report directly to the CTO / Co-Founder, with regular access to leadership decisions, strategy discussions, and product direction
- Collaborate closely with founders, product, implementation, and sales to turn early wins into long-term reference customers
- 1-3 years of customer success experience
- Experience in enterprise SaaS customer success is strongly preferred
- Strong organizational skills
- A good product sense
- Comfortable operating with ambiguity and shaping the playbook
- Ownership mindset and willingness to wear multiple hats
- Prior experience as an early or first CSM hire
- Experience in SIS, EdTech, or compliance-driven software