Givebacks

Manage school relationships, drive product adoption, and identify expansion opportunities within educational settings. | Experience in customer success or account management, strong communication skills, and ability to manage multiple relationships. | Role Purpose: The Customer Success Manager – School owns and grows relationships at the individual school level. This role is responsible for implementing and training schools on contracted modules, driving product adoption, and identifying opportunities for expansion within the school and into affiliated support organizations. The CSM serves as the primary school point person, ensuring successful launches, sustained usage, and long-term value realization while partnering closely with the District CSM to communicate opportunities and areas of interest. What You’ll Do: School Implementation & Launch Ownership Serve as the primary point of contact for schools during onboarding and launch Monitor early-stage adoption and intervene proactively to drive usage within the first 90 days Maintain ongoing relationships to ensure operational stability post-launch Product Adoption & Usage Acceleration Track and monitor product usage trends at the school level Ensure schools achieve agreed-upon activation and usage metrics within 90 days of post-onboarding Identify adoption gaps and execute plans to increase engagement Reinforce best practices that increase long-term product utilization Expansion & Revenue Growth Identification Identify opportunities to expand module adoption within existing school accounts Identify and cultivate connectors into School Support Organizations (SSOs) Communicate areas of interest and expansion potential to the District CSM School Satisfaction & Relationship Management Build trusted relationships with school leaders and administrators Proactively address concerns and remove barriers to success Gather feedback to strengthen engagement and product alignment Training & Support Optimization Deliver effective training to ensure school teams are confident using purchased modules Triage inbound school requests to the appropriate resolution channel (support ticket, chat, documentation, or 1:1 session) Reduce unnecessary 1:1 sessions by promoting use of training materials and structured resources Deliver overall training and support efficiency without compromising experience Job Requirements: Required Experience in Customer Success, Account Management, or Customer-facing roles Strong relationship-building and stakeholder management skills Strong communication skills (written and verbal) Ability to manage multiple school relationships simultaneously Data-driven mindset with ability to monitor usage metrics and drive action Comfort collaborating cross-functionally, particularly with District CSMs and Support teams Nice to Have Experience working with K–12 schools or education technology platforms Experience supporting multi-module SaaS products Familiarity with schools and school support organizations (PTAs, PTOs, Booster Clubs) Benefits: Unlimited Paid Time Off Flextime Options Remote Work Options Paid Holidays Employee Stock Options Paid Parental and Family Medical Leave Full Employee Medical, Dental, and Vision Coverage Flexible Spending Account 401(k) Plan Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Responding to support inquiries, troubleshooting product issues, documenting interactions, and collaborating on product improvements. | Experience in customer support or SaaS, strong communication skills, familiarity with ticketing systems, and ability to manage multiple inquiries. | About the Role: Givebacks is seeking a proactive and customer-focused Customer Support Representative to serve as the first point of contact for schools, districts, PTAs, and SSOs using our platform. This role is critical to delivering fast, empathetic, and accurate support while helping surface product insights that improve the overall customer experience. The ideal candidate is a detail-oriented, high-urgency operator who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in helping customers feel confident and supported. This role is well-suited for someone early in their customer experience or SaaS career who wants clear expectations, measurable impact, and exposure to product, AI, and cross-functional operations in a growing EdTech company. What You’ll Do: Front-Line Customer Support Respond to incoming support inquiries via email, chat, and ticketing systems with professionalism and empathy. Troubleshoot product questions and configuration issues for schools, districts, PTAs, and SSOs. Provide clear, concise, and accurate guidance that builds customer confidence. Maintain prompt first-response times and resolution standards. Ensure all customer interactions are documented thoroughly and accurately. Ticket Triage & Escalation Categorize and prioritize incoming tickets based on urgency and impact. Escalate technical issues to the Technical Support Engineer with a complete and organized context. Escalate product bugs or UX concerns to the Help Desk Manager for product operations review. Track escalations through resolution and ensure customers receive timely follow-up. Customer Experience Excellence Maintain customer satisfaction scores of 93%+ through thoughtful communication and ownership. Set clear expectations regarding next steps and timelines. Close the loop with customers once issues are resolved. Identify opportunities to improve clarity, reduce friction, and enhance the support experience. Documentation & Continuous Improvement Flag recurring issues and documentation gaps to the Training & Documentation Specialist. Contribute insights to improve Help Center articles, FAQs, and training materials. Identify patterns in support questions and surface trends to the Help Desk Manager. Support AI-assisted help tools by flagging inaccurate or incomplete responses. Product & AI Collaboration Partner with the Support Manager, Documentation & Training Specialist, and Technical Support Engineer to improve AI support performance. Provide structured feedback on customer-reported issues to improve product quality. Assist in validating fixes and ensuring customers are informed once updates are released. Ideal Candidate Profile: Customer Empathizer: Naturally supportive and able to communicate clearly in high-pressure situations. Detail-Oriented Operator: Documents thoroughly and ensures no details fall through the cracks. High Sense of Urgency: Responds quickly while maintaining accuracy and professionalism. Structured Problem Solver: Troubleshoots logically and escalates efficiently when needed. Adaptable & Flexible: Comfortable navigating product changes and evolving workflows. Team-Oriented Contributor: Collaborates effectively across Support, Sales, Product, and Customer Success. Growth-Minded: Eager to learn new tools, systems, and processes. Requirements: 1–3 years of customer support or customer-facing experience (SaaS preferred). Experience working in a ticketing or CRM system (Intercom, Zendesk, HubSpot, etc.). Strong written communication skills. Ability to manage multiple support inquiries simultaneously. Comfort learning and navigating technical software platforms. Familiarity with K–12 education, nonprofit organizations, or payment platforms is a plus but not required. Preferred Central, Mountain or Pacific timezone Benefits: Unlimited Paid Time Off Flextime Options Remote Work Options Paid Holidays Employee Stock Options Paid Parental and Family Medical Leave Full Employee Medical, Dental, and Vision Coverage Flexible Spending Account 401(k) Plan Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Manage and grow a portfolio of education accounts through strategic research, relationship management, and expansion efforts. | Experience in SaaS or customer success roles with revenue targets, strong research and planning skills, and CRM familiarity. | About the Role: Givebacks is seeking a strategic and revenue-driven Customer Success Manager (CSM) to own and expand a portfolio of K-12 education accounts. This role is responsible not only for customer satisfaction and adoption, but also for proactively identifying cross-sell and upsell opportunities that drive measurable revenue growth across the Givebacks platform. The ideal candidate is a research-oriented, growth-minded operator who thrives on uncovering opportunities within existing accounts. This role requires strong relationship management skills, business acumen, and the ability to execute strategic account expansion plans within a defined territory or segment. This position is well-suited for someone who wants clear revenue accountability, measurable impact, and exposure to sophisticated go-to-market motions in a fast-growing EdTech company. Preferred Central, Mountain or Pacific timezone. What You’ll Do: Account Ownership & Relationship Management Own and manage a portfolio of accounts with full revenue accountability. Conduct structured account research to understand account priorities, funding initiatives, organizational structure, and expansion pathways. Develop documented account growth plans outlining cross-sell and upsell targets, timelines, and stakeholder mapping. Identify white space opportunities across products, departments, and affiliated organizations (PTAs, SSOs, schools). Maintain detailed CRM hygiene, tracking expansion strategy, contacts, and opportunity stages. Cross-Sell & Upsell Execution Proactively identify and pursue expansion opportunities across revenue-generating products. Drive cross-sell motions into new accounts within school buildings Lead value-based conversations that align product capabilities to customer goals Meet or exceed assigned transaction volume targets. Prospecting Within Accounts Research and engage new stakeholders within existing districts and school networks. Build multi-threaded relationships across finance teams, administrators, PTA leaders, and operational staff. Conduct targeted outreach campaigns within your portfolio to unlock expansion. Leverage usage data, product analytics, and customer signals to prioritize prospecting efforts. Adoption, Retention & Expansion Strategy Monitor product usage trends to identify growth signals and risk indicators. Conduct business reviews that focus on value realization and future expansion opportunities. Ensure strong renewal positioning through measurable impact and expanded platform footprint. Partner with Sales when expansion opportunities require formal contracting. Cross-Functional Collaboration Work closely with Support and Implementation to ensure smooth adoption of upsold features. Provide actionable customer insights to Product to inform roadmap priorities. Share successful account strategies and playbooks across the Customer Success team. Ideal Candidate Profile: Revenue-Oriented: Motivated by growth targets and expansion success. Strategic Researcher: Comfortable digging into data, budgets, and structures to uncover opportunity. Hunter Within Accounts: Proactively seeks expansion rather than waiting for inbound requests. Relationship Builder: Multi-threads and builds trust across stakeholder levels. Data-Informed: Uses CRM, analytics, and product usage insights to drive decisions. High Ownership Operator: Takes full accountability for portfolio performance. Strong Communicator: Confident leading value-based expansion conversations. Adaptable & Agile: Thrives in a fast-moving GTM environment. Requirements: 1–3 years of experience in Customer Success, Account Management, or Account Executive roles (SaaS preferred). Experience carrying revenue, growth, or expansion targets. Proven ability to drive cross-sell and upsell within existing accounts. Experience working within a CRM (HubSpot preferred). Strong research and territory/account planning skills. Familiarity with the K–12 education or nonprofit space is a plus but not required. Preferred Central, Mountain or Pacific timezone Benefits: Unlimited Paid Time Off Flextime Options Remote Work Options Paid Holidays Employee Stock Options Paid Parental and Family Medical Leave Full Employee Medical, Dental, and Vision Coverage Flexible Spending Account 401(k) Plan Givebacks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.