Customer Success Manager

Job Description

This is more than a job; it’s a mission to enhance children’s learning experiences through creativity and play

Strawbees is an innovative educational company that creates creative, hands-on building kits designed to inspire learning through play. Our products use simple, flexible connectors and straws, allowing users to construct complex structures, mechanisms, and designs.

Strawbees is driven by a clear vision: to empower the next generation of learners by providing the tools they need to excel in STEM education, fostering creativity, and sparking curiosity. Our kits are widely used in classrooms and makerspaces, encouraging experimentation and collaboration while making learning fun and interactive.

Now we are looking for our next big hire, someone to be the first employee in our new customer success team. We’re looking for someone with experience, ideas and a passion for improving the lives of children and educators around the world.

This role has been created due to the success of Strawbees in reaching new customers in the US, now we want to ensure that those customers become advocates through amazing onboarding, training and by making the most of their purchases.

Strawbees is part of the Albert Group, which includes some of the leading edtech companies in the world providing a comprehensive suite of educational tools. With a mission to make high-quality education accessible and enjoyable for all, Albert has rapidly grown to become a trusted resource for schools and families across the world.

About the role:

Working as part of the wider RevOps team which includes Marketing and Sales, the Customer Success Manager plays a vital role in schools and districts maximizing their use of Strawbees.

You’ll work closely with the Account Executives and offer support during their sales process, but the key to the role is managing the success of the customer post-sale. Which includes;

Onboarding, Implementation and Training:

• Establish and capture the customers objectives
• Guide new customers through the onboarding process, ensuring a smooth transition and setup
• Provide comprehensive training on product features, best practices, and usage tips to maximize customer engagement and satisfaction
• Ensure Strawbees Classroom is embedded across the school or district

Client Relationship Management:

• Working in conjunction with the Account Executive sales teams serve as a point of contact for assigned accounts
• Build and maintain strong, long-lasting relationships with key stakeholders within client organizations
• Deliver on the objectives established during onboarding with targeted feature utilization and new feature implementation
• Use regular check-ins, usage monitoring, and health scoring to prioritize customer intervention & support where objectives are not being met
• Use CRM (HubSpot) and customer success tools to maintain accurate and up-to-date records of customer interactions and activities

Retention and Growth:

• Develop and execute strategic account plans to drive customer satisfaction, retention, and growth
• Identify upsell and cross-sell opportunities to expand account value for the account executives
• Drive high customer satisfaction leading to the use of Advocacy, Ambassador and Referral programs

Customer Advocacy:

• Act as the voice of the customer within the company, advocating for their needs and ensuring their feedback is heard
• Collaborate with product and development teams to relay customer feedback and contribute to product improvements
• Ensure customer issues are addressed promptly, working with customer experience, product, and development teams to resolve any challenges

Collaboration and Teamwork:

• Develop and share best practices and solutions to common customer challenges
• You will collaborate closely with cross-functional teams, contributing to strategic initiatives that directly impact the company's growth and success.