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Customer Success Manager

curiouscardinals

San Francisco, California, United States

San Francisco, California, United States

Über

About the Role We are looking for an ambitious Family Success Specialist with a focus on Customer Support & Success, who is excited to join a small but mighty team that is revolutionizing the way students learn and pursue their passions.
This role will be responsible for driving customer satisfaction and loyalty by optimizing the student and parent experience. The ideal candidate will be able to be both hands-on and strategic. The Ops Manager is responsible for supporting customer inquiries as they arrive while building playbooks and standardizing processes in order to improve operational efficiency and experiences across the customer lifecycle.
If you are a curious, systems-minded operator with a strong work ethic and excellent communication skills, let's talk If you are passionate about education and are excited to join an early-stage startup with ambitious goals, hesitate no more
What you will work on
You'll drive customer satisfaction and loyalty throughout our student journeys by ensuring that every student receives the skills, confidence, and mentorship they need to reach their goals and achieve success. You'll accomplish this by reducing friction wherever possible so students can focus on having a positive learning experience. This includes guiding the student and parent through onboarding, mentor matching, lesson scheduling, and learning plan development. Throughout the customer journey, you will be responsible for providing an exemplary experience, as measured by customer satisfaction, pair health, and student/mentor engagement metrics.
Core responsibilities include:
Customer Experience & Communication

Work with a team of customer support specialists to provide timely, thoughtful responses to guardians' and students' questions and concerns

Serve as the primary day-to-day point of contact for assigned customer accounts post-sale

Facilitate clear, consistent communication between mentors and guardians/students to monitor match fit, engagement, and overall satisfaction

Engage directly with families to understand students' academic needs, extracurricular commitments, and evolving goals

Retention, Re-engagement & Loyalty

Monitor consistency of scheduled mentor sessions and identify opportunities to increase engagement, retention, and session frequency

Identify, segment, and prioritize re-engagement opportunities using customer data, engagement history, and behavioral patterns

Conduct personalized outreach via email, text, and phone to re-engage paused, seasonal, and at-risk customers and build systems for every manual outreach to scale this

Transitions, Renewals & Upsell

Gather insights on seasonal changes, academic transitions, and family needs to provide additional value and tailored solutions

Ensure smooth transitions for guardians and students experiencing mentor changes by closing rematch deals

Make thoughtful mentor recommendations based on student needs, learning styles, and mentor availability

Lead renewal & upsell conversations and ensure customers are successfully retained and locked in for the school year

Systems, Data & Operational Efficiency

Work through comprehensive customer spreadsheets and internal tools to track engagement, identify trends, and inform outreach strategy

Use data analysis to identify seasonal upsell opportunities, service gaps, and additional customer needs

Proactively communicate product updates and policy changes to relevant stakeholders and customers

Collaborate cross-functionally with Sales, Marketing, Engineering, Product, and Mentor Management to share customer insights and improve experiences

Drive improvements in tooling, workflows, and process documentation to increase efficiency and scale customer operations

Contribute to playbooks, process improvements, and strategic planning initiatives across the customer experience organization

Strategic Support & Cross-Functional Collaboration

Partner with leadership to develop customer segmentation strategies and engagement frameworks

Support cross-functional coordination between sales, operations, and mentor management teams

Participate in accountability sessions, planning meetings, and retrospectives

Provide customer insights and feedback to inform broader business and product decisions

Skills & Experience

Experience using AI tools to build workflows, agents, or automated customer support systems

Strong analytical skills; experience using SQL and spreadsheets to segment customer data and scale outreach

Proficiency with CRMs (e.g., HubSpot) to build workflows, lists, and automated, personalized outreach

Highly organized with strong documentation practices to support scalable, individualized customer engagement

At least 2 years of experience in an operations, customer success, or

San Francisco, California, United States

Sprachkenntnisse

English

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