eSpark Overview 

Vision. Our vision is that every student, regardless of their circumstances or background, has the opportunity to set and realize an ambitious dream for themselves. Our mission is to re-imagine learning so it's student centered, enabling students to succeed in school and life.

Impact.  Our work makes a significant difference in students' lives. Independent testing data from public school districts across the country consistently show that students learn more in areas of personalized study with eSpark. One researcher from MIT, who evaluated an eSpark in Boston Public Schools, wrote: “I find strong positive, significant effects of eSpark for both math and English Language Arts (ELA). So the eSpark intervention, which is just 30 minutes a day, led to almost half the effect of a full year in a high performing charter school. I view these as very impressive gains. The findings made a substantial dent into the black-white achievement gap.” 

Growth.  In the last twelve months, more than 1.3 million students used eSpark, many of them for the first time. Our customer satisfaction (measured by net promoter score) has grown steadily and is now 79.  We’re on track to more than double our new bookings this year.

Pandemic. The 2020-2021 school year was a time of unprecedented challenges for teachers, students, parents, and schools. We believe -- and have seen -- that eSpark’s personalized curriculum, made of fun and educational games and videos and adapted to each student; our commitment to providing teachers the tools and live support they need to support both remote and in-person learning; and our engaged team focused together on supporting educators and learners, can be a powerful solution to help teachers and their students most at risk of falling behind as a result of the pandemic. 

Customer Success Manager

As a Customer Success Manager, you will report to the Manager of Customer Success.

Job Mission

As a Customer Success Manager, you will manage a portfolio of small and medium-sized (SMB) accounts -- primarily individual schools -- and guide them through their partnership journey: onboarding, activation, retention, and renewal. You will work collaboratively with the Customer Success and Customer Experience teams to support your partners’ eSpark implementations and scale our current processes so we can continue to serve our growing customer base in an effective, personalized way.

Key Competencies

• Relationship-Building - You have a knack for quickly building relationships and trust with various stakeholders over phone and email. You are empathetic to the challenges in schools & districts. You pride yourself on being a personable, concise, and compelling communicator, both verbally and in writing.

• Continuous Learner - You have an eye for scalability to streamline our current processes to reach more schools while keeping that personal touch. You come up with new ideas to try and are always learning from others and through experimentation.
• Project Management - You are organized. You can manage a large portfolio of accounts, as well as the relationships, timelines, and projects within them. You capture data in a concise, yet detailed way.
• Tenacity - You are a self-starter. You are persistent and have a strong work ethic. You persevere through challenges, and you are willing to do what it takes to get something done well. You will bring energy and focus to our team.

Qualifications

• 1-2 years of customer success experience with SMB accounts
  • $1k-10k average contract value if edtech 
  • <$50k average contract value if non edtech
• Track record of hitting your renewal/expansion revenue targets
• Proficiency using Salesforce and other sales automation tools (Outreach, Intercom, and Hubspot are a plus)
• Administrative and/or classroom experience a plus

Key activities

• Develop proficiency in the eSpark product and services and a strong ability to demonstrate them effectively
• Use Salesforce and Outreach to manage your activity, pipeline, and progress towards individual goals while ensuring data accuracy 
• Support teachers using eSpark to help them advocate for the renewal of eSpark in their building  
• Support principals in the decision to renew eSpark via phone & email by conveying the value 
• Meet/exceed annual revenue targets for your portfolio of SMB accounts
• Collaborate internally across teams to design and implement creative solutions that impact all customers

At eSpark, we believe all people—adults and students alike—deserve respect for who they are. We work hard to make eSpark an environment in which everyone can thrive and succeed.

We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

In addition to a competitive salary and stock options, eSpark offers full healthcare coverage (including vision, dental, and mental health benefits), generous vacation and parental leave policies, flexible work-from-home and remote work options as well as a welcoming (post-pandemic) office environment and your choice of technical equipment.