Customer Success Manager - Education

**Customer Success Manager** **Employment Type**: Full-Time **Location:** 5 days onsite in Foxborough, MA **About QBS** Safety-Care® by QBS is a leader in behavioral crisis prevention training. Through our train-the-trainer model, we equip organizations—including schools, healthcare providers, and human services agencies—with the skills to reduce workplace crises and improve care. Our mission-driven, high-impact team supports more than 250,000 certified professionals nationwide, helping organizations create safer environments for staff and the individuals they serve. **Position Summary** The Customer Success Manager is responsible for managing a portfolio of client accounts, ensuring smooth onboarding, consistent engagement, and successful program implementation. This role focuses on day-to-day client support, scheduling and logistics, and proactive communication to deliver a seamless customer experience. The Customer Success Manager ensures clients stay on track with certification, training timelines, and program requirements while serving as a dependable point of contact for ongoing needs. This is a great opportunity for someone who enjoys supporting educators and building strong partnerships. Candidates with experience in education, school operations, student services, training coordination, or other client-facing roles, including educators or school-based professionals looking to transition into a relationship-focused role outside of the classroom, are encouraged to apply. **What You'll Do** - Own an assigned book of business, driving retention, engagement, and early expansion signals that support Net Revenue Retention (NRR). - Ensure accounts stay renewal-ready by executing the full certification cycle (recerts, initials, training alignment) and coordinating all related logistics, scheduling, and registrations. - Manage day-to-day client relationships, delivering fast, accurate support, responding to inquiries promptly, resolving issues, and escalating with full context when needed. - Maintain clean, accurate CRM notes and tasks, ensuring account status, requirements, and next steps are always clear. - Monitor account health, identifying risks early and acting quickly to stabilize accounts and keep clients compliant with Safety-Care requirements. - Conduct ongoing outreach for recertifications, new initials, and engagement campaigns, communicating proactively with clients about program updates, scheduling, and progress. - Surface early expansion signals to Senior CSMs, the Manager, and Sales, and partner on prospective calls or opportunities when appropriate. - Collaborate cross-functionally with Sales, Training, Finance, and other internal teams to ensure seamless service delivery, smooth training execution, and a frictionless customer journey. - Share meaningful client feedback and support process or program improvements that enhance the overall client experience. - Support event and training coordination for QBS programs and client engagements **What Success Looks Like** - Retention and engagement targets are met with no renewal surprises. - Accounts stay current on Safety-Care requirements and timelines. - Recert and initials pipelines remain healthy and predictable. - CRM and ticketing data is clean and decision-ready. - Issues are resolved or escalated quickly with complete context. - Expansion signals are timely, accurate, and actionable. - Cross-functional partners experience dependable, responsive support. **Qualifications** - Experience in customer success, account management, education, school operations, training coordination, or a related field preferred. - Background working in K-12 education, special education, behavioral health, student support services, or human services is highly valued. - Strong customer service and communication skills, both written and verbal. - Ability to manage multiple priorities, schedules, and deadlines. - Experience with CRM, scheduling, or registration software preferred. - St…