[Remote] Founding Customer Success Manager
Note: The job is a remote job and is open to candidates in USA. Goblins is an innovative company focused on transforming math education through AI-led solutions. They are seeking a Founding Customer Success Manager to develop customer success strategies, drive retention and expansion within school districts, and build processes to ensure customer satisfaction and growth.
Responsibilities
- Own the renewal and expansion portfolio, ensuring paying districts see math achievement growth
- Build Customer Success playbooks from scratch, including health scoring and account segmentation
- Ensure teachers and administrators receive training on how to reach their math growth goals with Goblins
- Work with leadership to define retention and expansion metrics and monitor them
- Convert free users into paying district customers through effective follow-up and engagement
- Act as the voice of the customer to inform product and operational improvements
Skills
- Based in NY, or willing to relocate. This role is in person at least 3 days/week at our Williamsburg, Brooklyn office
- Education experience, ideally K-12. You understand how schools and districts actually operate - buying cycles, the school-year calendar, who the real decision-makers are, and why a champion isn't always the signer. You can leverage your experience to build trust with customers
- You've led or designed processes in Customer Success, Sales, or an adjacent field. You're a process builder; not merely a process executor
- Hungry. You can be handed a portfolio and a goal and figure out the path with minimal scaffolding. You move fast, you follow up, and you don't wait to be told what to do
- Comfortable with data. You can pull and read usage and CRM data, build a defensible prioritization, and make decisions grounded in data
- Strong written and verbal communicator. You'll write to superintendents and run meetings with district leadership. Confidence, clarity and warmth all matter
- Willing to travel. Up to 40% travel may be required for on-site professional development
- You're comfortable using LLMs to increase your human-powered impact, and can speak to ways you've leveraged AI to boost your productivity on a day-to-day basis
- Experience renewing or selling into school districts specifically (procurement, POs, board approvals, ESA/consortium purchasing)
- A track record of carrying and hitting a quota or retention/NRR number
- Comfort in an early-stage environment
Benefits
- NRR based incentive
- Founding equity
- A competitive benefits plan
Company Overview