Customer Success Manager

At Frog Street, we believe every child deserves to grow up in a joyful and kinder world. By empowering early education teachers and their learning communities to teach with confidence, create caring classrooms of all children, and save time, Frog Street enables an environment where both teachers and children can feel safe, seen, and thrive. With play-based learning, innovative tools, world-class curriculum, professional development, and actionable insights, educators can foster meaningful learning that shapes grown-ups of the future to be confident, kind and curious.

The Customer Success Manager is responsible for managing high-touch customers, providing exceptional, customized white-glove support and solutioning. This role requires a high degree of personal relationship building, including on-site support as needed, to ensure the success of each customer. CSM will conduct monthly support cadences and Success/Health Check-ins based on individual customer needs and will position resources to upsell, expand and renew resources that align with the customer goals and needs.

Key responsibilities include, but are not limited to:

• Manage a portfolio of high-touch customers, delivering a personalized experience.
• Provide tailored support and position solutions for each customer, ensuring their unique needs are addressed and exceeded.
• Build and maintain strong personal relationships with key stakeholders within each customer account.
• Conduct monthly support cadences, ensuring customers are receiving ongoing value and are satisfied with the product/service.
• Lead Success/Health Check-ins with customers, evaluating their needs, satisfaction, and success metrics on a regular basis.
• Plan and execute annual renewal conversations, collaborating with customers to align their goals and ensure continued partnership.
• Provide on-site support as needed, developing deep, strategic partnerships with customers for long-term success.
• Drive high customer retention and satisfaction by proactively identifying opportunities to add value, improve outcomes and foster loyalty.
• Act as a trusted advisor to customers, guiding them through challenges, opportunities and strategic initiatives.
• Align closely with internal teams (Sales, Implementation, Support, etc.) to ensure a seamless customer experience.
• Collaborate on the development of the systems and processes to scale department growth.

QUALIFICATIONS

• Experience in the education or EdTech market required.
• Proven experience in managing high-touch, complex customer accounts with a focus on relationship building and personalized support.
• Strong background in Administrator, Implementation, Training, or EdTech roles is preferred.
• Demonstrated ability to deliver and sell customized solutions and white-glove support to customers.
• Excellent communication and interpersonal skills with a high level of emotional intelligence and customer empathy.
• Experience leading Success/Health Check-ins and managing renewal conversations effectively.
• Ability to drive customer satisfaction, retention, and expansion through proactive engagement and tailored solutions.
• Strong organizational and project management skills, with the ability to manage multiple high-touch accounts simultaneously.
• Ability to influence and collaborate cross-functionally to ensure customer success.
• Experience with SaaS, CRMs, and customer success tools.
• Background in training, implementation, or system administration with the Education/EdTech space.
• Early Childhood teaching experience preferred.

Frog Street (www.frogstreet.com), a subsidiary of Excelligence Learning Corporation, is a leading provider of comprehensive early childhood education solutions to public schools, Head Start programs and early childcare centers, with a focus on children from birth to age five (5). Frog Street's curriculum programs are based on early brain research and provide intentional age-appropriate instruction that is aligned to both federal and state standards. The Company also develops engaging and interactive professional development programs, including product training, conferences, continuing education, and quality assessment tools to measure students' progress.

Excelligence Learning Corporation (www.excelligence.com) is a leading developer, manufacturer, distributor, and multi-channel retailer of over 20,000 innovative, high-quality, and grade-appropriate educational products and teaching solutions, which are sold primarily to early childhood learning centers, elementary schools, PTAs, and consumers. The company has three core divisions: Supplies (Discount School Supply and Really Good Stuff), Equipment (Children's Factory, Angeles, and Steffy Wood Products) and Services (Educational Products, Inc., Childcare Education Institute and Frog Street).