Senior Customer Success Manager - Driving Educational Equity through Innovative Technology Solutions in Los Angeles

Join the Mission to Democratize Education with Paper

At Paper, we're driven by a profound mission to democratize education and make it accessible to all, regardless of socio-economic status, geography, language, or other barriers. As the largest provider of educational support, we've been making a tangible impact on millions of students through our partnerships with thousands of school districts. Our category-leading Educational Support System (ESS) offers virtual access to 24/7 tutors and essay reviewers, helping students achieve true educational equity.

As a Senior Customer Success Manager in our Los Angeles office, you'll play a pivotal role in driving the adoption of Paper products across the student body, fostering strong relationships with school district leaders, school admins, and teachers. You'll be an integral part of our Customer Success team, working collaboratively with internal stakeholders across Sales, Account Management, and Customer Marketing to drive value across your book of business.

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
• Articulate the main features and benefits of our products to customers, driving student activation and broad adoption of Paper
• Manage the student activation funnel, working 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 revenue growth in LA
• 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, ensuring product feedback is passed to our Product and Engineering teams
• Oversee a small team of regionally-based Customer Engagement Specialists, demonstrating strong, competent leadership to guide them in reaching their full potential and meeting their objectives

Essential Qualifications

To succeed in this role, you'll need:

• 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
• A data-driven approach to decision-making, leveraging data to inform your strategies and actions
• The ability to thrive in a collaborative, team environment while working independently with minimal supervision
• Exceptional written and verbal communication skills, with the ability to build strong relationships with customers and stakeholders
• Outstanding organizational skills, with the ability to manage multiple tasks and requests
• A results-oriented mindset, always focused on the next goal and with a plan to achieve it
• Willingness to travel 35%-40% of the time (travel may fluctuate)

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• Bilingual in Spanish
• Experience analyzing data and taking actions on those insights to help customers achieve their goals
• Ed tech experience
• Experience working at a company that's scaled from $10 to $100 million+ in revenue

Skills and Competencies

To excel in this role, you'll need to possess:

• Strong communication and interpersonal skills
• A customer-centric mindset, with a deep understanding of customer needs and goals
• Data analysis and interpretation skills, with the ability to inform strategies and actions with data
• Strategic thinking and problem-solving skills, with the ability to develop creative solutions to customer challenges
• Leadership and management skills, with the ability to guide and support a team of Customer Engagement Specialists
• A collaborative and team-oriented mindset, with the ability to work effectively with internal stakeholders across multiple departments

Career Growth Opportunities and Learning Benefits

As a Senior Customer Success Manager at Paper, you'll have the opportunity to:

• Develop your skills and expertise in customer success, sales, and account management
• Work with a dynamic and growing company, with opportunities for career advancement and professional growth
• Collaborate with a talented and passionate team, with a shared mission to democratize education
• Stay at the forefront of innovative technology solutions in the ed tech space

Work Environment and Company Culture

At Paper, we pride ourselves on our dynamic, inclusive, and collaborative work environment. Our mission is woven into the fabric of our culture, challenging our team to build meaningful and creative solutions. We value:

• Integrity and selflessness in our business decisions
• Positivity and tenacity in the face of challenges
• Collaboration and teamwork across departments and functions
• Diversity and inclusion, with a commitment to building a team that reflects the communities we serve

Compensation, Perks, and Benefits

We offer a comprehensive compensation package, including:

• A competitive salary and benefits package
• A stipend to support the growth of your home office
• Unlimited access to tutoring for children of Paper employees
• A retirement plan, medical, dental, vision, EAP, PTO, Parental Leave, Pet insurance, and more

Join Our Mission to Democratize Education

If you're a passionate and driven customer success professional looking to make a meaningful impact in the ed tech space, we encourage you to apply for this exciting opportunity. As a Senior Customer Success Manager at Paper, you'll be at the forefront of driving educational equity through innovative technology solutions. Apply now to join our dynamic team and help shape the future of education!