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Job Title: Client Success Manager
Reports To: Director of Sales and Marketing
Department: Sales and Marketing
FLSA Status: Exempt
Position Summary
The Client Success Manager (CSM) plays a central role in ensuring smooth, professional, and highly supportive experience for Brainspring’s school and district clients. This role manages onboarding, documentation, communication, and follow-up for all new professional development engagements. The CSM serves as the primary point of contact for clients throughout the training lifecycle and ensures all client-facing and internal systems (Administrate and HubSpot CRM) remain accurate and up to date. This position requires excellent communication, organization, and customer service skills, along with the ability to track details across multiple client engagements simultaneously.
Key Responsibilities
Client Onboarding & Relationship Management
- Serve as the main point of contact for new school and district clients during onboarding.
- Manage and execute the full onboarding process, including confirming training dates, participant lists, technology needs, and logistical requirements.
- Ensure all required participant information is collected accurately for each course, including rosters, emails, roles, accommodations, and district-specific requirements.
- Provide clear, timely communication to clients before, during, and after training to support a positive experience.
- Field client questions about course details, expectations, materials, scheduling, or technical support.
Training Execution Support
- Monitor the progress of each scheduled training and engage proactively if issues arise.
- Communicate regularly with sales and operations team members to ensure smooth delivery.
- Serve as a responsive resource for client concerns or troubleshooting during the training window.
Post-Training Follow-Up
- Conduct post-training check-ins with clients, gathering feedback and identifying future needs or expansions.
- Share feedback with internal teams to continuously improve Brainspring’s PD experience.
- Identify opportunities for additional services, coaching sessions, or follow-up cohorts.
Data, Systems & Reporting
- Collaborate closely with the EA Operations Coordinator to ensure all required participant and client data is accurately recorded in our TMS (Administrate).
- Maintain ownership of client-facing activity and engagement tracking within CRM (Hubspot), ensuring all communication, tasks, and opportunities are up to date.
- Support Sales leadership with reports, dashboards, and client updates.
Internal Collaboration
- Work under the direction of the Director of Sales & Marketing to align onboarding and client success workflows with company strategic goals.
- Communicate regularly with instruction, operations, sales, and marketing teams to ensure exceptional client satisfaction and repeat business.
- Participate in weekly team meetings, planning sessions, and continuous improvement projects.
Qualifications
Required
- 2+ years of experience in client success, customer service, project coordination, or education services
- Excellent written and verbal communication skills
- Strong organizational skills and attention to detail
- Ability to manage multiple client accounts at once
- Experience using CRM systems (HubSpot preferred)
- Ability to solve problems and remain calm under pressure
- Customer-first mindset with a professional, polished demeanor
Preferred
- Experience in K–12 education, literacy, curriculum, or professional development
- Familiarity with Administrate or other training management systems (TMS)
- Experience supporting school districts or working with educators
- Knowledge of Structured Literacy or Science of Reading concepts
Key Attributes for Success
- Highly responsive and customer-focused
- Organized, dependable, and detail-driven
- Confident communicator with a service mindset
- Tech-savvy and quick to learn new systems
- Able to anticipate client needs
- Thrives in a collaborative, fast-paced environment
Work Environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, tablets or any other device necessary to meet the needs of the department.
Physical Demands:
While performing the duties of this job, the employee is regularly required to talk and hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms and requires the ability to occasionally lift office products and supplies up to 20 pounds.
Position Type and Expected Hours of Work:
This is a full-time position.
Travel:
Not required.
Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
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