[Remote] Founding Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Goblins is an innovative company focused on transforming math education through AI-led solutions. They are seeking a Founding Customer Success Manager to develop customer success strategies, drive retention and expansion within school districts, and build processes to ensure customer satisfaction and growth.

Responsibilities

• Own the renewal and expansion portfolio, ensuring paying districts see math achievement growth
• Build Customer Success playbooks from scratch, including health scoring and account segmentation
• Ensure teachers and administrators receive training on how to reach their math growth goals with Goblins
• Work with leadership to define retention and expansion metrics and monitor them
• Convert free users into paying district customers through effective follow-up and engagement
• Act as the voice of the customer to inform product and operational improvements

Skills

• Based in NY, or willing to relocate. This role is in person at least 3 days/week at our Williamsburg, Brooklyn office
• Education experience, ideally K-12. You understand how schools and districts actually operate - buying cycles, the school-year calendar, who the real decision-makers are, and why a champion isn't always the signer. You can leverage your experience to build trust with customers
• You've led or designed processes in Customer Success, Sales, or an adjacent field. You're a process builder; not merely a process executor
• Hungry. You can be handed a portfolio and a goal and figure out the path with minimal scaffolding. You move fast, you follow up, and you don't wait to be told what to do
• Comfortable with data. You can pull and read usage and CRM data, build a defensible prioritization, and make decisions grounded in data
• Strong written and verbal communicator. You'll write to superintendents and run meetings with district leadership. Confidence, clarity and warmth all matter
• Willing to travel. Up to 40% travel may be required for on-site professional development
• You're comfortable using LLMs to increase your human-powered impact, and can speak to ways you've leveraged AI to boost your productivity on a day-to-day basis
• Experience renewing or selling into school districts specifically (procurement, POs, board approvals, ESA/consortium purchasing)
• A track record of carrying and hitting a quota or retention/NRR number
• Comfort in an early-stage environment

Benefits

• NRR based incentive
• Founding equity
• A competitive benefits plan

Company Overview