At Everway (formerly n2y/Texthelp), our goal is to lead the world in Neurotechnology software, helping transform the way we understand and are understood.
We’re a global community of over 600 team members spanning seven countries, including the UK, USA, Norway, Denmark, Sweden, Australia, and New Zealand. By understanding and addressing the unique needs of each individual, we're creating a world where differences are recognized and valued. A world where everyone can thrive.
We can only achieve our goals and continue to grow by having high performing people in our team, people who share our goals and are passionate about our mission. We pride ourselves on our core values that are embedded within our culture. These are to be curious, have courage, and commit fully.
Join us at Everway - together, we can unlock the full potential of every mind.
About the role
As a Customer Success Manager (CSM) at Everway, you will be a trusted advisor and advocate for our education clients, helping them maximize the impact of our products and services. You’ll partner closely with K-12 schools, districts, or higher education institutions to ensure seamless onboarding, support adoption, and drive ongoing value in order to maximize retention and promote relationship expansion. This role requires a balance of relationship-building skills, product knowledge, and a passion for improving educational outcomes. This position requires occasional travel (up to 20% of the time) to attend customer meetings, team events, or conferences.
The successful candidate for this role is required to be located in Northeast, United States.
Main Responsibilities
- Build strong relationships with key stakeholders at educational institutions, understanding their goals and aligning our solutions to meet their needs.
- Collaborate with the Implementation team to guide new customers through the onboarding process, ensuring they have the resources and support for a smooth start.
- Monitor customer health metrics and usage data to proactively address challenges, identify growth opportunities, and ensure high levels of satisfaction.
- Conduct regular strategic implementation cadence calls, business reviews, and training sessions with customers to foster engagement and address their evolving needs.
- Collaborate with Sales, Implementation, Support, Marketing and Product teams to resolve issues, implement feedback, surface testimonials and case studies, and continually enhance the customer experience.
- Create and share best practices, resources, and playbooks to improve product usage and empower educators and administrators.
- Drive retention and renewals by demonstrating the ongoing value of our solutions, identifying upsell opportunities, and mitigating any potential churn risks.
- Act as a voice of the customer by relaying insights and suggestions to internal teams to influence product development and strategic planning.
- Identify and communicate potential expansion and upsell opportunities to the Sales team by understanding customer needs and highlighting relevant products or services that add value.
- Support customer events, webinars, and workshops to enhance the client community and enable peer-to-peer learning.
- Document customer interactions, feedback, and key account information in our Customer Success platform for accurate tracking and reporting.
Essential Criteria
- Proven experience (3+ years) in a customer success, account management, or related role, ideally within EdTech or SaaS.
- Strong verbal and written communication and interpersonal skills, with the ability to build trust and rapport with a diverse range of educational stakeholders.
- Ability to analyze data, identify trends, and use insights to drive customer engagement and outcomes.
- Excellent organizational and time management skills, with the capacity to manage multiple accounts and prioritize tasks effectively.
- Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.
Desirable Criteria
- Prior experience working directly with K-12 or higher education institutions.
- Familiarity with educational technology products and a passion for using tech to improve learning outcomes.
- Experience in conducting customer training sessions, webinars, or workshops.
- Demonstrated success in a quota-bearing or target-driven role (renewals, upsells).
- Knowledge of instructional practices and educational trends.
- Proficiency with CRM software (e.g., Salesforce, Gainsight) and other customer success tools.
- Bachelor’s degree or equivalent experience in education, business, or a related field.
Join our team and enjoy a competitive salary with bonus opportunities, flexible work schedules, and comprehensive health and wellness benefits. We offer flexible time off plans, career growth through development programs, and a collaborative, innovative culture where your ideas matter. Ready to make an impact? Apply today and be part of a company that invests in your success!
We are committed to providing a Drug-Free Workplace for all employees.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
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