Customer Success Manager - International & Charter

@ Alma

Overview

Alma is a cloud-based student information system (SIS) that supports K-12 administrators, teachers, parents, and students. We are seeking a Customer Success Manager - International & Charter who is passionate about empowering educators and using technology to serve our international client base. In this role, you will serve as a strategic contact for independent and charter schools, ensuring they maximize value from Alma while building lasting relationships that drive retention and growth.

Key Responsibilities

Customer Relationship Management: Conduct discovery sessions, lead Quarterly Business Reviews, maintain detailed CRM records, introduce new features through product demos, deliver tailored training sessions, troubleshoot complex customer issues, and conduct onsite visits when needed.

Customer Retention: Monitor usage data and health metrics to identify at-risk accounts, facilitate renewal conversations, address barriers to renewal, and collect actionable customer feedback.

Revenue Expansion: Identify upsell and cross-sell opportunities, develop account expansion strategies, and collaborate with the sales team to drive growth.

Territory Growth: Encourage customer referrals, collect testimonials and case studies, foster key stakeholder relationships, and support regional expansion strategies.

Education & Experience

Bachelor's degree or equivalent work experience; experience working in a K-12 educational setting; proven customer success or account management experience (preferably in SaaS or educational technology); strong communication and organizational skills; proficiency in Excel and data analysis.

Technical Skills

Experience with modern business systems such as Google Workspace, Slack, JIRA, CRM platforms. Ability to quickly learn and explain complex software features, alongside a comfort with data analysis.

Core Competencies

Energetic, self-motivated, proactive customer outreach; strong interpersonal and multi-tasking skills; customer-focused mindset; analytical problem-solving; continuous learning; and ability to work independently and in a team.

Preferred Qualifications

Experience with diverse educational systems, familiarity with SIS or education management platforms, background in education administration or K-12 technology, experience with remote training, and additional language skills for serving an international customer base.

Compensation & Location

The base salary for this position is $55,000-$60,000 annually with an OTE ranging from $75,000-$80,000. This position is open to candidates residing in Oregon, Nevada, Arizona, Idaho, and Hawaii.

Who We Are

Alma is a mission-driven, agile company that aims to improve education by empowering educators. With a diverse user base spanning public, private, and charter schools, we focus on fostering an inclusive environment that values diverse perspectives.

Key skills/competency

• Customer Relationship
• SaaS
• Retention
• Account Management
• CRM
• Data Analysis
• Training
• Communication
• Technical Support
• International