Customer Success Manager, Paper
GROW
$70-90k
Plus eligibility to participate in an incentive plan & stock options
Tutoring, enrichment, college & career support for K-12
Open for applications
Tutoring, enrichment, college & career support for K-12
1001+ employees
Open for applications
$70-90k
Plus eligibility to participate in an incentive plan & stock options
1001+ employees
Company mission
To ensure equal access to academic support for all students—no matter their circumstances.
Role
Who you are
- 1-2 years experience working with customers within a SaaS company or in a Customer Success role at a high growth B2B SaaS and or B2B2C Company
- You leverage data in all of your decision making
- The ability to thrive in a collaborative, team environment while working independently with minimal supervision
- You have amazing written and verbal communication skills; you’re talking to our customers, after all!
- You are a pro at building relationships with customers and stakeholders
- Outstanding organizational skills and the ability to manage multiple tasks and requests
- Results oriented; you always have your next goal in mind, and a plan to get there
- You are willing to travel 35%-40% of the time (travel may fluctuate)
What the job involves
- The GROW Customer Success Manager (CSM) is a key player in the success of Paper’s High-Impact Tutoring (HIT) solution, GROW
- Reporting to a GROW-specific manager, the GROW CSM is responsible for managing a portfolio of district partnerships, ensuring seamless program delivery and exceptional customer experience
- This role works closely with GROW Program Designer and internal cross-functional teams (sales, academic, operations, and product) to ensure programs are aligned with district goals, launched successfully, and drive strong student outcomes
- Build and manage relationships with school and district leaders to ensure successful implementation and sustained engagement in GROW programs
- Serve as the primary point of contact at the academic hand off in post-sale, maintaining consistent communication with site stakeholders to ensure alignment on goals, logistics, and expectations
- Act as a trusted advisor and advocate for site leaders and districts, providing ongoing support throughout the school year to help them meet their goals while ensuring alignment with the GROW program model
- Maintain accurate records of customer interactions, decisions, and program updates using tools like Salesforce and Airtable
- Collaborate with GROW Program Designer to support the development and refinement of tutoring program plans
- Proactively manage implementation timelines, track deliverables, and ensure adherence to key milestones for each site partnership after the post-sales hand-off
- Use project and program management tools (e.g., Asana, Airtable, Notion) to coordinate logistics and communicate progress internally
- Monitor and track program KPIs such as student attendance, session completion, and academic progress
- Prepare and deliver regular progress updates, performance summaries, and insights to district and site-level points of contact
- Leverage program data to identify risks or gaps and partner with internal teams to resolve issues quickly
- Lead orientation sessions for school leadership and teachers to ensure clarity on program design, scheduling, and operational responsibilities
- Facilitate professional development and training for educators on GROW expectations, processes, and platform usage
- Tailor onboarding and enablement content to reflect site-specific needs while reinforcing core components of the GROW model
- Partner with internal teams including sales, academic services, tutor operations, onboarding, and product to ensure a unified customer experience
- Serve as a feedback loop between the field and internal teams, escalating district feedback and product needs appropriately
- Attend district meeting & lead site level meetings as a GROW subject matter expert
- Contribute to internal reporting, reviews, and updates for GROW leadership and senior stakeholders
Our take
The education sector struggles to provide equitable, accessible learning support, especially for underserved students., Many learners face challenges due to limited resources, creating achievement gaps that desperately need targeting.
Paper is tackling this issue with 24/7 personalized tutoring through its GROW program. By offering interactive tools, career exploration, and post-secondary planning, Paper now supports over 3M students in building the skills they need for academic success.
The company had a turbulent 2024, marked by leadership changes and layoffs. However, it is turning a corner, with the recent appointment of a new CEO, the company is ready to stabilize and rebuild, positioning itself for growth once again.
Steph
Company Specialist at Welcome to the Jungle
Insights
132% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2022
$26.3m
SERIES B
Jan 2022
$25.9m
SERIES B
Total funding: $65.3m
Company HQ
Milton Park, Montreal, QC
Leadership
Martina Tam
(CEO)Previously co-founded OneRadiant where they served as the CEO. They also worked in VP roles at brightwheel and MasterClass and as a Senior Director at Eventbrite.
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