Customer Success Manager
About the role
Scout is an AI-native operating system for schools. The role is to build and lead Scout’s first Customer Success function, reporting directly to the CTO/Co-Founders, and shape how Scout grows by ensuring school customers receive excellent service and by translating customer feedback into product improvements.
Responsibilities
- Maintain relationships with Scout schools, ensuring that they’re getting the service they need to keep their schools running
- Respond directly to, and triage, parent, teacher and student reported issues
- Keep customers updated on new Scout feature releases
- Travel to visit customers in person and ensure they’re satisfied with Scout
- Distill common issues and requests across customers, and surface those insights to the product team
- Maintain Scout’s knowledge base, and ensure customers can find the help they need quickly
- Automate Scout’s customer issue resolution to maintain prompt response times as the company scales
- Report directly to the CTO / Co-Founder, with regular access to leadership decisions, strategy discussions, and product direction
- Collaborate closely with founders, product, implementation, and sales to turn early wins into long-term reference customers
Qualifications
- 1-3+ years of customer success experience
- Experience in enterprise SaaS customer success is strongly preferred
- Strong organizational skills
- A good product sense
- Comfortable operating with ambiguity and shaping the playbook
- Ownership mindset and willingness to wear multiple hats
Skills
About Scout
AI-powered student information system for K-12 schools
The student information system (SIS) is the core system of record in every K-12 school. It tracks students, attendance, grades, schedules, staff, and more - kind of like the ERP for schools. Legacy SIS providers do just about that, and not much more. School districts layer dozens of tools on top of their SIS to fill in the gaps. Scout is an AI-powered student information system that automates school- and district-wide busywork, from day-to-day operations like attendance tracking to annual compliance reports. Our mission is to help school districts run like high-performing organizations, enabling them to provide high-quality, personalized instruction to every student.
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