Associate School Success Manager

About the Role

The Associate School Success Manager (K-12) is an execution-driven, high-volume role focused on protecting Net Revenue Retention (NRR) and driving client retention across a scaled portfolio of K-12 school and district accounts. Managing a high-volume queue of renewals, you will be responsible for ensuring seamless contract execution, rapid response to customer inquiries, and proactive account health monitoring for our transactional and scaled account tiers using Beanstack, Comics Plus, and future literacy solutions.

As a core member of the Client Success team, you will focus on high-velocity renewal execution, identifying risk early, and capturing low-friction expansion/upsell opportunities. This role is ideal for an early-career CS professional with 1–2 years of experience who thrives in a fast-paced, high-volume environment, understands NRR metrics, and brings strong organizational rigor and customer empathy.

Key Responsibilities

High-Volume Portfolio Management: Manage a large volume of K-12 school district accounts, focusing on timely renewal execution, contract processing, and maintaining high Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
Scaled Renewal Execution: Proactively drive the end-to-end renewal workflow for scaled/high-volume accounts, initiating early outreach, resolving blockers, and closing renewals to prevent lagging or expired contracts.
Health Monitoring & Risk Escalation: Monitor account usage data, health indicators, and customer inquiries to spot churn risks early; execute standardized save playbooks and escalate complex accounts to senior team leads when appropriate.
Transactional Expansion & Upsell: Identify and capture expansion opportunities within your high-volume portfolio to contribute to team growth goals.
Onboarding & Adoption Support: Guide new scaled accounts through standardized onboarding and implementation sequences, ensuring district leads and educators achieve fast time-to-value with Beanstack and Comics Plus.
CRM & Data Hygiene: Ruthlessly maintain clean, accurate data in HubSpot, ensuring deal stages, renewal dates, contact records, and health flags are updated in real time for predictable pipeline reporting.
Cross-Functional & Peak Season Agility: Flex into frontline product support and implementation queues during peak seasonal rushes (Back-to-School and Summer Reading) to keep customer satisfaction high across all accounts.

On a Typical Day, You’ll Be…

Managing a high-volume daily queue of renewal outreach, quotes, and contract confirmations in HubSpot.
Monitoring portfolio health metrics and automated flags to identify silent or disengaged accounts needing quick touchpoints.
Answering incoming administrator inquiries regarding account setup, rostering, or challenge configuration to ensure smooth product adoption.
Spotting transactional upsell triggers and delivering quick expansion proposals.
Partnering with Support and Ops during peak Back-to-School season to clear customer setup and access tickets quickly.

Key Outcomes

Hit NRR & GRR Targets: Consistently meet or exceed quarterly and annual NRR and retention targets across your assigned high-volume account queue.
Zero Lagging Renewals: Maintain high pipeline velocity by securing on-time contract renewals and minimizing the volume of expired or pending deals.
Data Integrity: Keep 100% of assigned deals and contacts accurately updated in HubSpot to ensure clean reporting for leadership.
Operational Agility: Seamlessly support team-wide support and implementation queues during peak Back-to-School seasons without sacrificing renewal progress.

Qualifications

1–2 years of experience in Customer Success, Account Management, or Sales Operations, ideally within EdTech, SaaS, or K-12 education software.
Experience managing a high-volume portfolio or scaled customer queue with a strong focus on renewals and Net Revenue Retention (NRR).
Baseline understanding of SaaS commercial metrics (NRR, GRR, Churn) and comfort working with target quotas.
Detail-oriented with strong organizational and time-management skills—able to prioritize dozens of open tasks and client communications daily.
Familiarity with CRM systems (HubSpot preferred), data tools, and EdTech ecosystem dynamics (Rostering/SSO, district procurement).
High adaptability, strong written communication skills, and a team-first mindset—willing to roll up your sleeves to support frontline support queues during busy seasons.

From the Heart

At Joyful Reading Co., we live out key values and principles, including the following:

Love: We are kind and grateful, especially when it’s hardest to be kind and grateful.
Integrity & Service: We have an attitude of service to each other, all stakeholders, and to the society we live in.
Humility & Humor: We take our work seriously but not ourselves.
Persistence & Innovation: We are always exploring all that is possible with a goal to improve ourselves—individually and collectively.
Inclusion: We believe diversity of people, experiences, and ideas makes us closer, stronger, and better.
Ownership & Accountability: We own our work, both individually and collectively.
Results-Oriented & Teamwork: We need each other to succeed and inspire each other to bring our best selves to work.
Awesomeness: We are accountable to expectations. We go the extra mile. This one speaks for itself.