Customer Success Manager

About Kira LearningWe live in a world where technology is rapidly changing the educational experiences of students and teachers everywhere, and we have the opportunity to shape how this change takes place. It is Kira Learning’s mission to harness transformative AI technologies to make world-class teaching and learning accessible to everyone. 
Kira is a rapidly growing startup backed by top-tier Venture Capital funds including New Enterprise Associates (NEA) and Andrew Ng’s AI Fund.
We're looking for a mission-driven Customer Success Manager who comes with a blended professional background of education (3 to 5 years preferred) and customer success, along with involvement in the computer science space. This person will join our growing team and provide hands-on support to our customers to ensure a successful partnership. In this role, you’ll have the chance to personalize your approach with each client and directly impact the expansion and adoption of Kira Learning in K-12 classrooms nationwide. The ideal candidate is highly goal-oriented, very comfortable in a changing environment, and always hoping to hit or exceed KPIs.

Responsibilities & Duties

• Drive world-class support to Kira Learning’s customer base, including leading differentiated customer experiences for our most valuable (and often complex) customers.
• Create multi-contact relationships with schools and districts by identifying and connecting with stakeholders.
• Communicate with teachers and administrations regularly to ensure successful implementation of Kira Learning.
• Handle customer issues successfully and serve as the escalation point for customer issues.
• Support with teacher professional development through virtual trainings and webinars. Assess and respond to student progress and mastery data to help teachers improve student outcomes.
• Share teacher feedback with curriculum, product and engineering teams.
• Build and provide training, product support and delegation tactics for customer issues.
• Drive alignment towards product and sales improvements with key partner teams, such as Sales, Engineering and Product.
• Provide accurate forecasting and reporting on customer success metrics; regularly escalating any that are at-risk for churn.
• Strategically problem-solve creative solutions for at-risk customers

Experience & Skills

• A professional background that has involved making impact in customer success, education (3 to 5 years preferred) and involvement with computer science.
• Deep experience in working with local and state educational agencies (e.g., state boards, school districts, etc)
• Highly competent with technical SaaS products and a demonstrated ability to educate others in how to utilize such products
• Strong verbal and written communication skills; you can patiently, professionally and effectively communicate with a diverse and multicultural group of peers across time zones and continents
• Nimble and adaptable. Can roll with the punches and thrive in a fast-paced, early-stage startup environment
• A positive, can-do attitude. You’re not deterred by minor setbacks and are able to swiftly overcome ambiguity
• You believe feedback is a gift. You can thoughtfully share feedback to others as needed, and you can receive feedback and grow from it
• Will consistently cultivate a culture of inclusion where all team members feel a sense of belonging and can bring their authentic selves to work
• Strong proficiency in Google Workspace programs, Microsoft Office Suite
• Proficiency in Hubspot preferred Background Check: Kira Learning will make a conditional job offer in line with local, state and federal laws, and a subsequent criminal, education, and employment history background check will then be issued.
  Equal Employment Opportunity Employer: At Kira Learning, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Kira believes that diversity and inclusion among our employees are critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. Selection for employment is decided on the basis of qualifications, merit, and business need.