Thorne Consulting
About MyThorneAI MyThorneAI is transforming career readiness for students in grades 6–12 by helping schools prepare students for their future through engaging career exploration, workforce readiness, and real-world learning experiences. We partner with school districts, charter schools, workforce organizations, and employers to help students discover career pathways while providing educators with powerful tools to measure student growth and outcomes. We are seeking a proactive, relationship-driven Customer Success Manager to ensure every school and organization receives exceptional support throughout their partnership with MyThorneAI. Position Summary The Customer Success Manager (CSM) is responsible for onboarding new customers, driving product adoption, supporting pilot implementations, ensuring customer satisfaction, and identifying opportunities for renewal and expansion. This individual serves as the primary point of contact for schools, educators, administrators, and workforce partners throughout their customer journey. The ideal candidate is passionate about education, enjoys building long-term relationships, and thrives in a fast-paced startup environment. Responsibilities Customer Onboarding Lead onboarding sessions for new schools and organizations. Guide customers through platform setup and implementation. Conduct virtual training sessions for teachers and administrators. Ensure customers successfully launch their pilot or full implementation. Develop onboarding timelines and success plans. Customer Relationship Management Serve as the primary point of contact for assigned accounts. Build strong relationships with school leaders, teachers, counselors, and district administrators. Conduct regular check-ins to ensure customer success. Proactively identify customer needs and recommend solutions. Advocate for customer needs internally. Pilot Program Management Coordinate pilot implementation schedules. Monitor pilot progress and customer engagement. Assist schools with classroom rollout. Collect feedback throughout pilot programs. Prepare pilot outcome reports and recommendations. Product Adoption Help customers maximize platform utilization. Monitor user engagement and usage metrics. Provide best practices for classroom implementation. Share new feature releases and product updates. Encourage adoption across additional campuses or departments. Customer Support Respond to customer questions via email, phone, and video meetings. Troubleshoot product issues and coordinate with Engineering when needed. Track and resolve customer support tickets. Maintain high customer satisfaction ratings. Create help guides and support documentation. Renewals & Growth Identify opportunities for contract renewals and expansion. Support renewal conversations alongside the Sales team. Introduce additional MyThorneAI products and services when appropriate. Promote participation in: Pilot Programs Customer Advisory Committee Strategic Partner Program Gather customer testimonials, case studies, and referrals. Customer Feedback Collect product feedback from customers. Document enhancement requests. Collaborate with Product and Engineering teams to improve the platform. Represent the voice of the customer during product planning. Analytics & Reporting Monitor customer health scores and engagement metrics. Track onboarding completion and platform adoption. Prepare monthly customer success reports. Identify customers at risk and implement retention strategies. Required Qualifications Bachelor's degree in Business, Education, Communications, Customer Success, or related field (or equivalent experience) 2+ years of experience in Customer Success, Account Management, Client Services, or Education Excellent verbal and written communication skills Strong presentation and training abilities Highly organized with strong project management skills Ability to manage multiple customer accounts simultaneously Experience conducting virtual meetings and presentations Customer-first mindset with strong problem-solving skills Preferred Qualifications Experience in K-12 education or EdTech Experience supporting SaaS software platforms Familiarity with CRM systems (HubSpot, Salesforce, etc.) Experience managing software implementations Understanding of customer lifecycle management Startup experience Success Metrics (First 12 Months) Achieve a customer satisfaction (CSAT) score of 95% or higher. Maintain customer retention of 95% or higher. Complete onboarding for new customers within established timelines. Conduct regular success check-ins with all assigned accounts. Increase platform adoption across schools and classrooms. Generate customer referrals and case studies. Support successful pilot-to-paid customer conversions. Identify and communicate actionable product improvements. Core Competencies Customer Relationship Management Account Management Project Management Customer Training & Education Communication & Presentation Problem Solving Active Listening Organization & Time Management Collaboration Data-Driven Decision Making Conflict Resolution Adaptability Why Join MyThorneAI? Help shape the future of career readiness for students across the country. Build meaningful relationships with educators and school leaders. Work directly with executive leadership in a fast-growing EdTech startup. Make a measurable impact on student success and workforce readiness. Enjoy a flexible, remote work environment with opportunities for professional growth. Be part of a mission-driven team dedicated to preparing the next generation for successful careers Pay: Php18,662.29 - Php67,040.22 per month Work Location: Remote
Thorne Consulting
