Senior Customer Success Manager

Packback’s mission is to empower every student to be fearlessly curious and find their unique voice.

These few words shape everything we do at Packback from the smallest decision to the largest. Over the last decade since our company’s founding, our team has seen first-hand the power of giving students intentionally designed spaces in their learning experience to be autonomous and curious. We have also seen the incredible benefits of using AI technology to shorten feedback loops and help students revise their work before they submit.

Packback is a pedagogy partner that uses technology as a “means to an end” to shorten feedback loops for students and instructors, improve writing and critical thinking skills, and cultivate student-centered, trust-based educational learning environments.

About the role

As a Senior Customer Success Manager for our Enterprise accounts, you'll nurture the relationship with our customers by supporting instructors in utilizing the Packback Platform to its full capabilities. Your role will focus on retaining our current instructors and growing our user base at your accounts. You'll conduct outreach to instructor prospects to progress their understanding of Packback and gain commitment for adopting Packback within their courses. You will work closely with the team’s Account Managers who will ensure that your actions align with the needs of the account to meet renewal or upsell criteria. The ideal candidate is highly results-driven, with a track record of meeting or exceeding retention, adoption, and growth targets across a large portfolio of accounts.

What you'll do

• Efficiently manage 200-350 professors throughout their customer journey
• Retain and grow the customer user base at each account to meet contract expectations and support the Account Manager in contract renewal
• Lead and execute adaptive strategies to expand new instructor adoption within the portfolio, ensuring approaches are responsive to the unique needs and situations of each account. Demonstrate the ability to leverage group demos, referrals, and targeted outreach—while not being limited to these methods—to drive customer adoption across key areas, collaborating with the Account Manager to identify and prioritize opportunities.
• Plan and conduct interactive professional development workshops and seminars to train faculty and teachers on integrating Packback into their curriculum and utilization of instructional AI
• Facilitate and grow the Packback user community by hosting weekly webinars and fostering discussions on best practices in online discussion facilitation, thus enhancing peer-to-peer support and engagement among educators
• Build relationships with campus drivers of Technology usage (Project Leads, Instructional Designers, Course Designers, Building Leaders, etc.). Maintain relationships with Project Leads at select accounts as determined by account health, ACV, and growth potential
• Provide 1-1 and group coaching to instructors on pedagogical best practices for utilizing Packback’s available suite options in Packback
• Identify and develop relationships with champion users, coordinating closely with marketing to create case studies and testimonials that highlight the transformative impact of Packback on classroom engagement and student outcomes
• Monitor customer health scores and initiate proactive outreach for instructors and accounts at risk of churn, deploying targeted interventions to address their specific challenges and improve their overall satisfaction with Packback
• Be a product expert on all features and updates to the Packback platform. Maintain current knowledge on Packback's AI-driven features and UX updates.
• Collect user feedback to refine training programs and inform product enhancements
• Travel nationwide to lead onsite training and lead customer meetings in your territory on the Packback platform and attend company onsite retreats. This could be up to 30%.

Qualifications

• 4+ years in a customer-facing role such as Customer Success or Account Management
• Experience managing a high-volume book of business or pipeline (100+ accounts, clients, or users)
• Experience delivering training, onboarding, or presentations (virtual and/or in-person)
• Demonstrated ability to quickly learn and effectively use new technologies and incorporate AI into your workflow
• Strong verbal and written communication skills, with the ability to engage educators in clear, two-way conversations, deliver trainings, and ensure shared understanding
• Strong collaborator who builds relationships with internal teams and external stakeholders, including instructors and campus partners, to drive customer success
• Adaptable and flexible, able to adjust strategies based on account needs, feedback, and a dynamic higher education environment
• Excellent organizational and time-management skills, with the ability to manage 200–350 instructors and competing priorities while meeting deadlines and communicating trade-offs.
• Strong analytical and problem-solving skills, using data (e.g., customer health metrics) to identify risks, recommend solutions, and drive improved outcomes
• Ability to travel up to 25%
• Proficiency with CRM systems (e.g., Salesforce, HubSpot) and strong skills in Google Workspace and Video conferencing tools (Zoom, Teams)
• Previous experience working in EdTech, Higher Education, K-12 and/or teaching is strongly preferred

Additional Information:

Sponsorship: Applicants must be authorized to work for any employer in the U.S without the need for sponsorship. Packback does not offer visa sponsorship for this role.

Location: Currently we are only able to hire from these states: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KY, MA, MD, MI, NJ, NC, NY, OH, PA, RI, SC, TX, VA, WA, WI

Salary: $80,000-$95,000 annually, with an annual bonus target of 10%

Why work at Packback?

Build a meaningful career while building the future of education as a part of a company culture that fosters the growth, safety, and creativity of its employees.

Intentional Culture

Packback knows that the single most important part of any company is its people. We take building and maintaining a conscious and intentional culture of open communication, curiosity, and leadership extremely seriously. We collectively commit to make Packback a safe environment where people can focus on doing great work instead of dealing with drama.

Career Development

Packback’s career development paths present a unique balance between clarity and guidance around defined paths, and room for our team to create their own path. Each team has its own career development tracks with support and training, and still allow for customization of these paths to create a role where a team member’s full passions and abilities are put to use!

Thoughtful Benefits

• 12 weeks of paid leave for welcoming new children
• Multiple Health and Welfare Benefit Options (Medical, Dental, Vision)
• 401k plan (with employer matching)
• Flexible + Remote Work Opportunities
• Unlimited Paid Time Off (PTO)
• Employer Assistance Program (EAP)
• Calm and DoorDash subscriptions