SAM Labs is an award-winning EdTech start-up. Founded in 2014, growing fast, making a difference, and venture capital funded. With over 9,000 school customers in 60+ countries already using SAM Labs products and lesson materials, SAM Labs is looking for more talent to join its team!

SAM Labs inspires generations of problem solvers with Coding and STEAM. We empower teachers with innovative curriculum resources, tools, and the mindset to do so. Teachers and students learn with SAM Labs kits and lessons by designing anything from energy efficient lighting grids for ‘smart’ cities to solar-powered habitats for endangered species - all the while meeting curriculum standards.

We are looking for a Customer Success Manager to partner and support educators with implementing our STEAM and Coding products in various classrooms and settings.

Driven by passion, data, and collaboration, we are on a mission to be the leading player in the future of education. As a Customer Success Manager in our Customer Success team, you will play a crucial role in our continued growth and success.

This role will be based remote, from your home, and covering your designated territory of the Southeast Region. Our Customer Success team has divided the country into five major support regions and you will be covering the central states. Given that we have further teams across the USA, Europe, the Middle East, and Asia, you will be working in a truly global environment.

At SAM Labs we are optimists. We value creativity, action, hard work, ownership, transparency and fun. If you do too, join us!

More about the Role:

Engage & Connect

Own the communication with customer districts, schools and teachers in your region after a purchase is made
Engage with and build relationships with our users at the school level
Continuously support all teachers using SAM Labs to ensure successful implementation and usage
Understand the goals and vision of our customers and help them achieve those through their customer journey

Retain & Grow

Retain customer accounts through renewals
Grow the value of customer accounts through upsell, cross selling opportunities
Lead expansion opportunities in customer districts

Learn & Respond

Managing your tasks in our CSM platform in a timely manner
Collect, analyze and act on feedback from customers from a range of sources (i.e. usage data, surveys, conversations, emails etc.)
Understand and interpret product usage data and use this to provide interventions and support where needed

Support & Training

Deliver onboarding and check-ins to all of our customers in your territory to ensure they are prepared to implement our learning solutions in their classrooms
Provide virtual and in-person professional development
Know our expansive content inside-out and point teachers towards what they need and recommend best practices to achieve their goals (i.e. alignment maps, lesson adaptations, etc.)

Listen & Advocate

Be the voice of the educator in the company and in the product
Respond to customer inquiries for support in a timely manner
Share customer feedback and insights with the wider team
Share success stories and exciting updates with the wider team

You

Are based in the Southeast Region of the United States (FL, GA, NC, VA, TN, SC, AL, LA, MS, AR)
Have experience working in Ed Tech, Customer Success, Sales, or Account Management
Have taught STEAM and/or Coding in Elementary or Middle School for at least 3 years in the past 5-7 years
Have a customer-centric attitude and are obsessed over the details of the customer experience & journey
Have an agile, data-driven, and proactive approach to support customers
Are comfortable training teachers and administrators across the district and school levels
Are excited to support teachers by co-teaching or modeling lessons and activities in the classroom
Are passionate about the direct K-12 school market and are always ready to go the extra mile
Thrive in the dynamic environment of a start-up
Are comfortable utilizing tech platforms to manage and react to customer data and information
Are willing to travel across your region (up to 30% of the time) to train and support customers in their classrooms
Have a valid driver's license
Have excellent writing, presenting, and conversational skills
Are able to multitask, prioritize and manage time effectively
Are experienced in and/or have a passion for STEAM & Coding

The Process (Stage Gates)

Application Review (Cover Letter & Resume)
Short 5 minute video with 3 short list questions
Sample Job Assignment (drafting a customer journey plan with timeline, goals, expansion; drafting an intervention plan)
Presentation and Interview with manager- Director of Customer Success
CEO interview