Customer Success Manager

Job Purpose

The Customer Success Manager focuses on ensuring client satisfaction and success, with the ultimate goal of maximizing customer lifetime value and maintaining high levels of retention. The CSM will work closely with each account to help them achieve and exceed their goals with Books Are Fun’s Book Blast program. Success in this role requires a genuine interest in building connections, delivering exceptional customer experiences, and consistently exceeding client expectations.

Key Responsibilities

Customer Success & Relationship Management

• Serve as the primary point of contact for schools throughout their Book Blast journey, from onboarding to renewal.
• Build and nurture strong, long-term relationships with school leaders through personalized outreach and proactive problem-solving.
• Implement retention strategies based on Never Lose a Customer Again principles to maximize renewals and engagement.
• Use data-driven insights to highlight program impact and promote future participation.

Sales Support & Collaboration

• Facilitate smooth transitions of new schools from sales to customer success.
• Partner closely with the Regional VP to align on client needs and retention efforts.
• Provide valuable feedback on customer insights, program enhancements, and growth opportunities to leadership and marketing.
• Develop and execute engagement strategies that maximize participation and event results.

Executive Support & Process Improvement

• Support the Regional VP with calendar management, communication, and project coordination as needed.
• Identify friction points in the customer journey and refine processes to create effortless experiences.
• Maintain organized, detailed records of client accounts, communications, and outcomes.

Training & Development

• Participate in ongoing training and coaching to deepen knowledge of customer success best practices, sales techniques, and program details.

Obtain Referrals, Testimonials, and/or References

• Encourage and gather testimonials, referrals, and client advocacy to grow the Books Are Fun network.
• Leverage client satisfaction to build a network of advocates for Books Are Fun.

Key Requirements

• Proven experience in customer success, account management, sales support, or related roles.
• Strong communication, relationship-building, and problem-solving skills.
• Customer-centric mindset with passion for creating exceptional experiences and long-term loyalty.
• Organized, detail-oriented, and capable of managing multiple priorities seamlessly.
• Energetic and enthusiastic - you love books and enjoy sharing that excitement with clients.
• Comfortable working independently in a remote environment.

Benefits

• 401(k)
• Dental insurance
• Vision insurance
• Health insurance
• Welness program and discounts to Calm app & One Pass Select
• Flexible Spending Account/Health Savings Account/Dependent Care FSA
• Supplemental benefits (critical illness, accident, & hospital indemnity)
• Employee Assistance Program
• Monthly internet stipend
• Company paid life insurance + buy-up option
• Company paid short-term & long-term disability insurance
• 13 paid holidays throughout the year
• Paid Time Off
• Paid Volunteer Time Off
• Work from home
• Cultural connections such as our Quarterly Book Club

Pay

This is a full-time salaried exempt role from 52,000-70,000 + Performance Bonuses paid seasonally.

Working Conditions

• This is a remote position.
• Please note: We are currently only hiring in AL, AZ, CA, CO, DE, FL, GA, IA, IL, IN, KY, MD, MO, NC, NE, NV, NY, OH, PA, SC, TN, and TX. Applicants outside these states will not be considered.

Physical Requirements

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift up to 10 pounds at times.