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Senior Customer Success Manager

1 hour, 27 minutes ago
United States
Full-time
Senior
Customer Success Manager
Customer and Technical Support
HubSpot Salesforce
Apply Now
Packback

Packback

Packback is an education technology company based in Chicago, Illinois, offering Packback Questions, an AI-supported online discussion platform that enhances student curiosity, communication, and critical thinking skills through scalable asynchronous d...

Internet Software & Services
51-250
Founded 2014
View All Jobs 2

Description

  • Retain and grow the customer user base at assigned accounts to meet contract expectations and support renewals.
  • Develop and execute account-specific strategies to increase new instructor adoption.
  • Use group demos, referrals, and targeted outreach to expand usage across key areas of each account.
  • Plan and deliver professional development workshops and seminars for faculty and teachers on integrating Packback and instructional AI.
  • Host weekly webinars and facilitate discussions to strengthen the user community and peer-to-peer support.
  • Build relationships with campus stakeholders such as project leads, instructional designers, course designers, and building leaders.
  • Provide one-on-one and group coaching to instructors on pedagogical best practices for using Packback.
  • Identify and cultivate champion users and collaborate with marketing on case studies and testimonials.
  • Monitor customer health scores, identify churn risk, and launch proactive interventions to improve satisfaction and retention.
  • Serve as a product expert on Packback features, AI-driven updates, and UX changes while collecting user feedback to inform improvements.

Requirements

  • 4+ years in a customer-facing role such as Customer Success Manager or Account Management.
  • Experience managing a high-volume book of business or pipeline with 100+ accounts, clients, or users.
  • Experience delivering training, onboarding, or presentations in virtual and/or in-person settings.
  • Ability to quickly learn and effectively use new technologies and incorporate AI into your workflow.
  • Strong verbal and written communication skills for engaging educators and leading trainings.
  • Strong collaboration skills with internal teams and external stakeholders to drive customer success.
  • Adaptability and flexibility to adjust strategies based on account needs and a dynamic higher education environment.
  • Excellent organizational and time-management skills to manage 200–350 instructors and competing priorities.
  • Strong analytical and problem-solving skills using data such as customer health metrics to identify risks and solutions.
  • Proficiency with CRM systems such as Salesforce or HubSpot, plus Google Workspace and video conferencing tools such as Zoom or Teams.
  • Previous experience working in EdTech, Higher Education, K-12, and/or teaching is strongly preferred.
  • Ability to travel up to 25% to lead onsite training, customer meetings, and company retreats.
  • Applicants must be authorized to work in the U.S. without sponsorship; Packback does not offer visa sponsorship.
  • Must be able to hire from one of the listed U.S. states: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KY, MA, MD, MI, NJ, NC, NY, OH, PA, RI, SC, TX, VA, WA, or WI.

Benefits

  • Salary of $80,000-$95,000 annually with a 10% annual bonus target.
  • 12 weeks of paid leave for welcoming new children.
  • Multiple health and welfare benefit options, including medical, dental, and vision coverage.
  • 401(k) plan with employer matching.
  • Flexible and remote work opportunities.
  • Unlimited paid time off (PTO).
  • Employer Assistance Program (EAP).
  • Calm and DoorDash subscriptions.

Interested in this position?

Apply directly on the company website

Apply Now

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