Customer Success Manager

About the job

We're looking for a Senior Customer Success Manager who will be the face of imagi to our US school and district customers and one of the first people in this role. This is a foundational position: you'll help shape how we build our educator success function from the ground up.

You will own the entire post-sale journey for paying school and district customers: from the moment a district signs on, through onboarding, PD coordination, ongoing adoption, and renewal. You'll build deep relationships with teachers, instructional coaches, curriculum directors, and administrators, ensuring every partner gets real, lasting value from imagi. You will also be imagi's primary responder for US customer support, triaging and resolving queries efficiently using AI-powered tools to handle volume without sacrificing quality.

This is a high-ownership role for someone who combines genuine educator empathy with the drive and data-savvy of a growth-minded CS professional. You will use AI tools to work smarter: automate repetitive support flows, personalize onboarding at scale, and surface insights that improve our product.

What you´ll own

Onboarding & Implementation

• Own the onboarding journey for every new US school or district: set up educator accounts, grant Pro access, provision the right number of student seats, and create customised implementation plans.

• Design and run engaging teacher training: virtual webinars, live PD workshops (onsite and remote), and asynchronous onboarding resources.

• Coordinate imagi's Vibe Coding PD sessions, working with educators and curriculum leads to deliver hands-on AI coding experiences and build teacher confidence with the platform.

• Develop ongoing training programs for educators who participated in our summer PD cohort.

• Build relationships across multiple stakeholders in each district (teachers, coaches, curriculum directors, administrators) to ensure broad adoption.

Ongoing Customer Success & Retention

• Maintain a pulse on customer health: regular check-ins, usage data analysis, and proactive outreach to at-risk accounts.

• Be the go-to advisor for your portfolio — helping customers set goals, measure progress, and expand their use of imagi.

• Drive renewals, including BOCES renewals, by proactively demonstrating impact and helping customers articulate value to their administrators.

• Land and expand: work with educators who have successfully implemented imagi to explore how we could bring it to more teachers in their schools and districts; work closely with the sales team to support upsell and expansion opportunities within your account portfolio.

• Gather customer feedback systematically and feed it to the product team, becoming a key voice of the customer internally.

Customer Support

• Serve as the primary point of contact for US customer support queries: respond promptly, resolve issues, and escalate technical issues to the product team with clear context.

• Build and maintain a knowledge base and FAQ to reduce repetitive queries, leveraging AI to keep it current and easily searchable.

• Set up and manage AI-assisted support workflows in our support inbox (for example in HubSpot) to handle volume efficiently and maintain response quality.

• Work with other team members to ensure support queries are routed and resolved without bottlenecks.

Educator Community & Events

• Support and grow our educator community through events, newsletters, and thoughtful gestures (yes, sometimes that means shipping goodies).

• Attend key US K-12 EdTech conferences (ISTE, CSTA, ERMA, regional events) to present, run demos, and meet existing customers, not as a seller, but as a trusted expert.

• Coordinate PD workshop sessions at conferences where imagi is presenting.

• We love visiting classrooms in person, you'll have the opportunity to see imagi on the ground firsthand.

• Capture and share customer stories, testimonials, and use cases from event interactions, handing them to the marketing team as content.

AI-Powered Operations

• Actively use AI tools to scale your work: automate onboarding email sequences, create personalised training materials, and build dashboards to monitor customer health.

• Identify manual CS tasks that can be automated and lead the implementation of those automations.

• Stay current on how AI can improve the customer experience in K-12, and bring those ideas to the team.

What you´ll bring

• Years of experience in Customer Success, Implementation, or Instructional Coaching, with at least 3 years in K-12 EdTech or education SaaS.

• A background that blends education (teaching, instructional coaching, or curriculum work) and customer-facing tech roles, you speak both languages fluently.

• Demonstrated ability to coordinate and support teacher professional development: you are comfortable working with educators virtually and in-person, and making technical tools feel accessible and exciting.

• Deep knowledge of the K-12 ecosystem: how districts buy and implement technology, how teachers adopt new tools, and what school leaders need to see to renew.

• Familiarity with BOCES or district procurement processes is a strong plus.

• Experience managing a portfolio of accounts with varying levels of complexity, you can prioritise, stay organised, and never let a customer fall through the cracks.

• Demonstrated, active use of AI tools to improve your CS or support workflows, we will ask you about this in the interview.

• Strong written and verbal communication skills, you write support replies that are warm, clear, and fast.

• Proficiency in HubSpot or a comparable CRM; experience with customer success platforms is a plus.

• Willingness to travel within the USA for onsite PD sessions, district visits, and conferences.

• US-based; experience working with multiple states and district types (urban, suburban, rural) is a strong advantage.

• Growth mindset with commitment to continuous upskilling and lifelong learning.

• Bachelor's degree or equivalent practical experience.

Nice to have

• Background as a K-12 classroom teacher, especially in computer science, coding, or STEM.

• Experience with coding education platforms or AI literacy curricula.

• Familiarity with Lovable, ElevenLabs, or similar AI-powered creative tools.

• Experience setting up AI-powered help desks or automated support workflows.

• Track record of producing customer case studies, testimonials, or video success stories.

• Spanish fluency, a bonus given the diversity of K-12 districts we serve.