Customer Success Manager
About this role
Education Week, a nonprofit, K-12 news organization, is seeking a Customer Success Manager to join its marketing and content sales team.
Job Summary
The Customer Success Manager sits at the intersection of customer success, support, and lifecycle marketing, ensuring institutional subscribers successfully onboard, actively engage, and realize ongoing value from their subscriptions. This role serves as the primary point of contact for group accounts—including schools, districts, universities, and organizations—guiding them from onboarding through renewal.
Working cross-functionally with sales, marketing, editorial, analytics, and product teams, you will drive retention, engagement, and growth by combining relationship management with data-driven marketing strategies. Success in this role requires balancing hands-on customer support with proactive efforts to increase adoption, satisfaction, and long-term value.
Responsibilities
- Serve as the primary point of contact for institutional customers, including schools, districts, universities, and organizations
- Ensure that customers find ongoing value in our content by:
- Leading onboardings for new group accounts, including account setup, administrator training, and usage guidance
- Monitoring account health, identifying at-risk customers, and implementing engagement and retention strategies
- Managing and resolving customer inquiries and issues in a timely manner
- Creating and maintaining customer resources such as FAQs, guides, and best practices to improve experience and scalability
- Designing and executing lifecycle marketing campaigns showcasing content tailored to the audience, including onboarding, engagement, and renewal email communications
- Track and analyze engagement metrics (e.g., usage, logins, email performance) and recommend improvements
- Support customer retention efforts and help improve renewal rates
- Identify upsell and cross-sell opportunities, such as additional seats or expanded offerings
- Manage cancellation requests by understanding customer needs and identifying opportunities to retain accounts
- Advocate for customer needs internally and share insights across teams
- Maintain accurate records of customer interactions and account activity in Salesforce
- Contribute to forecasting, planning, and process improvements for customer success efforts
- Participate in meetings and cross-functional initiatives to support organizational priorities
- Perform additional duties as needed to support team and organizational goals
Qualifications
- Bachelor’s degree and 2–3 years of experience in customer success, lifecycle marketing, or subscription growth (or equivalent experience).
- Experience working with institutional or B2B/B2B2C customers.
- Strong communication skills, with the ability to create content and present to internal and external audiences.
- Analytical mindset with experience using CRM, marketing, and analytics tools to drive decisions.
- Ability to balance reactive support with proactive engagement strategies.
- Strong organizational skills and ability to manage multiple priorities.
- Proficiency in Microsoft Office and willingness to learn new technologies.
- Commitment to diversity, equity, and inclusion and alignment with Education Week’s mission.
- Familiarity with nonprofit journalism, education audiences, or mission-driven organizations.
- Experience with subscription platforms or access systems.
- Experience with webinars, training, or customer education.
Education Week (www.edweek.org), America’s most trusted source of K-12 education news, analysis, and opinion, is a digital-first news operation that is dedicated to raising the level of awareness and understanding among professionals and the public of important issues in American education. A leading authority in an ever-evolving space, we bring over four decades of experience to our journalism and research without bias or agenda.
Editorial Projects in Education (EPE), is a non-profit media organization that serves the nation’s leading K-12 policymakers, educators, researchers, marketers and other influencers with informed, independent, and highly respected journalism and research, with the goal of improving U.S. K-12 education, At Education Week, we believe that an equitable – and excellent –education for all students is possible, and we empower the field to make it a reality.
Benefits
Education Week is a vibrant workplace that is conveniently located in the heart of downtown Bethesda, MD right outside of Washington, DC. We offer a competitive salary and benefits package including health and dental insurance, a 401(k), PTO, and tuition assistance. We value innovation, leadership, diversity, and forward-thinking, and provide a friendly, intellectual, challenging work environment where employees can thrive and grow professionally. As such, Education Week is an equal opportunity employer.
We are principled. We are welcoming. We are passionate. We are expert.
We value our staff and applicants and invite you to apply today at https://edweek.org/careers.
- This job is covered under the terms of a collective bargaining agreement with the Washington-Baltimore News Guild, CWA Local 32035.
- We utilize E-Verify as part of our hiring process.
- Education Week is unable to sponsor applicants for work visas at this time.
Company at a glance
Inspiring you through K-12 news, analysis, and opinion. Empowering you to make a difference in your community. Education Week was named #32 of the 2020 Best Nonprofits To Work For by The NonProfit Times.
Community Guidelines
DO
👍 Share relevant perspectives or personal experiences
👍 Ask questions about the shared articles or our reporting
👍 Point out inaccuracies in stories and share facts
👍 Respectfully create dialogues with other commenters
👍 Connect with peers and our journalists
DON'T
👎 Use profanity or inappropriate language
👎 Post inaccurate or irrelevant comments
👎 Post offensive, hateful, or defamatory comments
👎 Spam (this includes self-promotion, posting of affiliated or referral links, or PR pitches)
By commenting, you are agreeing to abide by these community guidelines. Education Week reserves the right to delete any post or comment that violates these guidelines. Repeated violations of our Community Guidelines could result in the user being banned and unable to comment on the social media page where the violation occurred.
We believe in transparency, and we will never remove comments solely for expressions of criticism. If you think your comments have been removed in error or your account has been banned unfairly or mistakenly, please reach out to us using [email protected]. We will aim to respond to all feedback within the week it is received.
Top Benefits
- Health Insurance
- Dental Insurance
- 401(k)
- PTO
- Tuition Assistance
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