Customer Success Manager, Paper
Digital Segment
Unlimited tutoring for all school students
Be an early applicant
Unlimited tutoring for all school students
1001+ employees
Be an early applicant
1001+ employees
Company mission
To ensure equal access to academic support for all students—no matter their circumstances.
Role
Who you are
- 3+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization
- Strong relationships across school districts
- Strong experience in project and change management
- Strong operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment
- Strong “do-er” mentality with a hands-on, passionate, curious, persistent approach and the grit to get things done
- Strong creative problem solving skills in order to provide optimal business or technical solutions
- Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients
- The ability to thrive in a collaborative, team environment while working independently with minimal supervision
- Outstanding organizational skills and the ability to manage multiple tasks and requests
- Familiarity with public and private education systems, teachers/students
- Familiarity with technology and fast-growth startups * considered an asset
What the job involves
- Working closely with the Senior Regional Manager, Customer Success, and reporting to the Regional Lead, you will be responsible for partnering with our Account Managers to drive activation of the Paper platforms at the site (school) level by driving engagement plans for the sites, primarily for key or strategic accounts
- You will do this by working closely with the site leadership, district personnel, teachers and students community
- Paper is looking for a Digital segment Customer Success Manager to support K-12 students in the US and Canada
- As a Digital segment CSM, you’ll guide school districts to deploy Paper successfully and ensure the district continuously gains value from our products and services throughout the school year
- You’ll engage virtually and communicate regularly with administrators, teachers, and community groups to help the district adopt Paper successfully
- As a customer-focused company, Paper places importance on understanding the compelling needs and problems facing our customers. By helping address these problems, you will drive revenue retention and growth
- Retain and expand the engagement of Digital segment school districts in the US and Canada, owning student activation and teacher activation
- Develop a thoughtful understanding of school districts and their core goals
- Work on-site with customers to develop success plans that outline how Paper adoption will address their critical needs both immediately and in the future
- Build relationships and network with key stakeholders virtually across school districts to achieve successful execution of their objectives
- Communicate regularly with the district taskforce and school leaders to ensure they are on track for success
- Use Salesforce and Tableau to analyze school district data to identify, communicate, and act upon both risks and opportunities
- Conduct periodic customer health-checks and review customer performance metrics
- Collaborate with Paper’s Onboarding, Technical Implementation, and Marketing teams to set school districts up for success on Paper
- Serve as the voice of school district communities cross-functionally within Paper, providing feedback and insights internally
- Work collaboratively with the marketing team to build customer references, craft case-studies, and co-develop resources
Our take
Paper is an online tutoring platform that partners with schools and districts in Canada and the US to offer on-demand tutoring for students in need, while offering part time work and extra income for qualified teachers and tutors.
As the EdTech space becomes more and more lucrative (and thus, competitive) it’s interesting that Paper focuses on going straight to schools rather than consumers. In theory, it’s a much tighter and limiting market, but this in turn makes it free for all students, and these very same sales-cycle limitations may actually offer better long term prospects.
The strategy has been working for Paper in any case. It’s attracted enough VC investment to give it unicorn status, and after rebranding from from GradeSlam to Paper in 2020, increased its tutor headcount more than tenfold in just one year.
While huge 2020-21 growth was no doubt boosted by the pandemic’s impact on in-person schooling, there’s plenty of scope for more. The public education system is under immense strain in in the US, where overworked teachers and underserved students are a topic of great discussion. By offering help to students, relief to teachers, and earnings to tutors, Paper could be on to a winning formula.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Jul 2022
$26.3m
SERIES B
Jan 2022
$25.9m
SERIES B
Total funding: $65.2m
Company benefits
- Paper is a remote-first company
- Annual company-wide meetup
- Opportunity for career development with a fast-growing company
- A unique opportunity to make an impact by making education more equitable
- Stipend to help support the growth of your home office
- Unlimited access to tutoring for children of Paper employees
- All eligible employees receive comprehensive healthcare benefits including health, vision, and dental
- Generous and flexible vacation policy
Company values
- Selflessness wins - You put the needs of students above all else.
- Positivity wins - You choose to approach each scenario with a positive attitude.
- Integrity wins - You approach your decisions, your work, and your communication in an honest way.
- Tenacity wins - You have a relentless pursuit of victory.
- Creativity wins - You're creative and unique in your own path to victory.
- Excellence wins - Internalizing these philosophies in a state of unmatched excellence.
Company HQ
Milton Park, Montreal, QC
Articles
Leadership
Philip Cutler
(CEO)Founded and was President of Canadian tutoring company Laurus Educational Services from 2010 to 2014 before launching Paper. Served as a Counsellor for the City of Westmount from 2013 to 2021, focusing on Public Works and Innovation.
Roberto Cipriani
(COO & CTO)Software and web development specialist. Organizer for the Montreal CTO Meetup and Montreal EdTech Meetups, and a technology advisor to McGill University and mentor for Founder Fuel and X-1 accelerators
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