Customer Success Manager

About The Princeton Review: The Princeton Review/Tutor.com is a leading tutoring, test prep, and college admission services company. Every year, it helps millions of college- and graduate school-bound students achieve their education and career goals through online and in-person courses delivered by a network of more than 4,000 teachers and tutors, online resources, and its more than 150 print and digital books published by Penguin Random House. The company’s Tutor.com brand is one of the largest online tutoring services in the U.S. It comprises a community of thousands of tutors who have delivered over 27 million one-to-one tutoring sessions. The Princeton Review is headquartered in New York, NY. Follow the company on LinkedIn, YouTube and Instagram.

Summary of Position: Interested in working with educational partners across the country to support students in achieving their academic goals? Join Tutor.com’s Institutional team! The Institutional team is focused on providing highly effective tutoring services to learners of all backgrounds through direct partnership with schools and districts, colleges and universities, employers, public libraries and other community partners.

We are looking for exceptional candidates passionate about customer success and educational technology to support our institutional partnerships primarily in the K12 market. The Customer Success Manager’s primary focus will be working with assigned K12 schools and districts partners to develop and support our High Dosage Tutoring and On-Demand Online Tutoring product lines. The CSM will be part of a collaborative team committed to developing proactive, highly effective relationships with our partner institutions and delivering outstanding service that guarantees student engagement and customer satisfaction and retention.

Major Responsibilities:

• Deliver exceptional partner care and project management through various phases of our customer lifecycle for school and district tutoring programs as assigned.
• Consult with district partners on how best to promote and engage students about tutoring services.
• Coordinate with our learning services and instructional teams to ensure staffing and alignment to customer’s specifications for high dosage tutoring programs.
• Coordinate with our technology teams on platform and product needs for high dosage tutoring programs.
• Assist in developing new service playbooks and best practices for launching and renewing high dosage tutoring programs.
• Train clients to utilize administrative dashboards and reporting services, to effectively manage their tutoring programs, analyze impact and support teachers.
• Ensure timely and knowledgeable responses to ongoing customer inquiries.
• Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders within school district environments.
• Foster account retention and growth, including management of client contract renewals and supporting opportunities for purchasing additional products and services.
• Develop strategies to help clients manage their tutoring programs effectively and achieve their goals.
• Analyze client usage reports to identify trends and track client health and performance.
• Prepare customized reports and analysis to help clients understand the value and impact of their service on their institutional initiatives.
• Coordinate with our Implementation team members to customize each client’s tutoring services to specifications and update as needed throughout the partnership.
• Work with customer success, training, and marketing teams to develop ongoing training, communications and promotional tools.
• Collaborate with other customer success team members to develop new strategies for deepening customer satisfaction, retention and loyalty across assigned markets/territories.
• Provide resources, mentorship and best practices to customer success and sales colleagues on high dosage tutoring programs.
• Work with customer success leadership team, sales and marketing to build customer experience strategies and resources, as well as ensure execution of the strategic plan across your assigned market and territory.
• Help to drive new business leads and expansions by partnering with sales representatives in your assigned region and leveraging your client relationships.
• Travel throughout U.S. will be necessary for on-site meetings, in person presentations with teachers, administrators, parents and students and conferences (approx. 20-30% in a typical year).

Education, Background, Experience & Qualifications:

• Required:
  • Bachelor’s Degree and 4-5+ years of work experience in Customer Success, Client Services, Account Management, or similar education experience.
  • Eagerness to ‘own’ customer accounts and become an advocate for their needs.
  • Experience developing new service and implementation models a plus for this role.
  • Proven ability to independently manage and develop ongoing customer relationships.
  • Excellent communication skills, including strong written, verbal and presentation skills.
  • Creative, collaborative thinker with an ability to learn new things, assess problems and identify proactive solutions quickly.
  • Computer proficiency including Microsoft Office, CRMs (SalesForce) and understanding of online technologies. Preference given to candidates with above average Excel skills and experience working with data.
  • Independent and accountable with high energy/positive attitude.
  • Ability to interact effectively with peers, including internal operations and remote employees, in a team-oriented environment.
• Preferred:
  • Experience working with educational technology solutions.
  • Experience working for a vendor that support K12 schools and districts.
  • Bilingual or multilingual

Salary: $65,000 – $74,000, plus commission per year, based on a 40 hour work week. The above represents the expected base salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.

The Company also provides eligible employees with a variety of benefit programs, generally including health, dental, and vision insurance, flexible spending accounts, health savings accounts, 401k plan with company match, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work

Please note that the above-referenced position can be performed anywhere in the United States except in the following states: Arkansas, Idaho, Mississippi, Hawaii, North Dakota, Rhode Island, South Dakota and Wyoming.

The Princeton Review is an equal employment opportunity employer. The Princeton Review’s policy is not to discriminate against any applicant or employee based on race, color, religion, national origin, gender, sexual orientation, gender identity or expression, age, marital status, disability, military status, genetic information, or any other basis protected by applicable law. The Princeton Review also prohibits harassment of applicants or employees based on any of these protected categories. It is also The Princeton Review’s policy to comply with all applicable laws respecting consideration of unemployment status in making hiring decisions.

The Princeton Review is a drug free workplace.

This application window is anticipated to close in 30 days

Pursuant to, and consistent with, any applicable state or local laws, such as the Los Angeles Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance for Employers, New York City Fair Chance Act, Philadelphia’s Fair Chance Hiring Law, and San Francisco Fair Chance Ordinance, [The Princeton Review or Tutor.com as appropriate] will consider for employment qualified applicants with arrest and conviction records.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.