Senior Customer Success Manager - Educational Equity & Customer Advocacy in Los Angeles

Join the Mission to Democratize Education

At Paper, we're on a quest to make education more equitable, providing millions of students with access to high-quality educational support. As a leader in the EdTech industry, we've developed a category-leading Educational Support System (ESS) that offers virtual access to 24/7 tutors and essay reviewers. Our platform is designed to bridge the gap in educational resources, ensuring that every student, regardless of socio-economic status, geography, language, or other barriers, has the tools and support they need to reach their full potential.

About Our Company Culture

We're a remote-first company with a dynamic team that's passionate about making a difference. Our culture is built around collaboration, integrity, and selflessness, with a focus on achieving excellence in everything we do. We believe in fostering a positive and inclusive work environment, where everyone has the opportunity to grow and thrive. As a member of our team, you'll be part of a community that's dedicated to democratizing education and making a lasting impact.

Job Summary

We're seeking a highly skilled and customer-centric Senior Customer Success Manager to join our growing Customer Success team in Los Angeles. As a Senior CSM, you'll play a critical role in driving the adoption of Paper products across the student body, working closely with school district leaders, school admins, and teachers to understand their needs and develop meaningful plans that align with their long-term goals. You'll be a proactive, organized, and data-driven individual with experience fostering customer relationships and working cross-functionally to achieve customer activation and retention.

Key Responsibilities

• Build, manage, and grow relationships with customers by facilitating teacher and student adoption of the Paper platform
• Partner with customers to understand their needs and develop meaningful plans that feed their long-term goals
• Understand the main features and benefits of our products inside and out and articulate them to customers
• Manage the student activation funnel and work closely with Account Management and Customer Onboarding to drive power users across your book of business
• Use multiple methods of engagement (in-person visits and presentations, emails, calls, etc.) to drive student activation and broad adoption of Paper
• Offer strategic solutions to customers, earning their trust by educating them on how to use Paper to drive academic impact and student confidence
• Manage key metrics that feed into team-based goals around student activation, retention, growth, and advocacy
• Serve as the customer advocate to ensure product feedback is passed to our Product and Engineering teams
• Oversee a small team of regionally-based Customer Engagement Specialists and demonstrate strong, competent leadership to guide them in reaching their full potential and meeting their objectives

Essential Qualifications

• 3+ years of experience working with customers within a SaaS company or in a Customer Success role at a high-growth B2B SaaS and/or B2B2C company
• Proven ability to leverage data in decision-making and drive customer activation and retention
• Excellent written and verbal communication skills, with the ability to build relationships with customers and stakeholders
• Outstanding organizational skills and the ability to manage multiple tasks and requests
• Results-oriented, with a proactive and methodical approach to achieving results across your book of business

Preferred Qualifications

• Bilingual in Spanish
• Experience in EdTech or a related field
• Background in a company that's scaled from $10 million to $100 million+ in revenue
• Ability to analyze data and take actions on those insights to help customers achieve their goals

Career Growth Opportunities and Learning Benefits

At Paper, we're committed to helping our team members grow and develop their skills. As a Senior Customer Success Manager, you'll have access to:

• Professional development opportunities, including training and mentorship programs
• Career growth opportunities, with a clear path for advancement
• A dynamic and supportive team environment that encourages collaboration and knowledge-sharing

Work Environment and Company Culture Highlights

As a remote-first company, we offer a flexible and supportive work environment that allows you to work from anywhere. Our company culture is built around:

• A mission-driven approach to education, with a focus on making a positive impact
• A dynamic and inclusive team environment that values diversity and promotes equity
• A commitment to excellence, with a focus on achieving high-quality results

Compensation, Perks, and Benefits

We offer a competitive salary and a comprehensive benefits package, including:

• A competitive salary
• Retirement plan
• Medical, dental, and vision insurance
• EAP and PTO
• Parental leave and pet insurance
• A stipend to help support the growth of your home office
• Unlimited access to tutoring for children of Paper employees

Conclusion

If you're a customer-centric and data-driven individual with a passion for education, we encourage you to apply for this exciting opportunity. As a Senior Customer Success Manager at Paper, you'll play a critical role in driving the adoption of our products and making a positive impact on the lives of millions of students. Join our team today and help us democratize education!

Don't miss this opportunity to be part of a dynamic team that's making a difference. Apply now and let's discuss how you can become a vital part of our success story.