Customer Success Associate
Full-Time, Remote (US-based). Fill out this short form to apply: https://tally.so/r/6DJzlA
About Project Read
We are a team of passionate former teachers and engineers who believe that solving the literacy crisis begins with strong Science of Reading instruction. At Project Read, we use cutting-edge technology to build evidence-based and user-friendly products that have a drastic impact on student learning.
In recent years, Project Read’s Tutor, Decodable Generator, and UFLI Assessment & Planning Portal have spread to thousands of schools throughout the United States and beyond. Thanks to our strong partnerships, we are growing quickly and proud to support a rapidly expanding community of educators.
The Role
As a Customer Success Associate, you will report to the Head of Customer Success and serve as a frontline advocate and partner for our K–8 school and district accounts.
This role combines empathetic customer support with proactive onboarding and account care. You will be a friendly face and guide for educators—helping them navigate our tools, resolving day-to-day Help Desk inquiries, and ensuring schools see real value so they continue partnering with us year after year.
Responsibilities:
- High-Volume Onboarding & Training: Guide new and existing accounts through email onboarding campaigns at scale. Conduct engaging virtual walkthroughs and trainings for teachers, literacy specialists, and school/district leaders to help them successfully implement Project Read tools.
- Relationship & Account Care: Build trusted relationships with key educators and administrators. Proactively check on account health and usage data to ensure schools are maximizing our tools.
- Help Desk & Customer Support: Serve as the primary point of contact for customer support—patiently triaging, answering, and resolving Help Desk tickets with warmth and clarity.
- Retention & Renewals: Support the account renewal process by being highly responsive to our partners, closing loops, and identifying opportunities where additional Project Read tools can benefit a school.
- Product Expertise: Develop deep product knowledge down to the nitty-gritty details so you can troubleshoot issues, offer best practices, and advocate for customer needs internally.
About You
- Former Educator / Science of Reading Knowledge: You have a track record of success in the classroom (2+ years of teaching experience) and a strong understanding of Science of Reading principles.
- Customer-First Orientation: You genuinely love helping people. You have exceptional patience when guiding non-tech-savvy users through troubleshooting steps and take pride in turning a frustrated user into a happy advocate.
- Tech Savviness and Intuition: You are excited to learn our software inside and out, pick up new business platforms (like HubSpot CRM), and embrace new tools (such as Claude) to help us work smarter.
- Exceptional Communicator: You possess outstanding written and verbal communication skills. You write clear, warm, and concise emails and feel comfortable presenting to groups of educators over video calls.
- Detail-Oriented & Organized: You thrive on managing competing priorities, staying on top of ticket queues, and following through until every issue is fully resolved.
- Startup-Ready: You are excited to work on a fast-paced, collaborative team where your voice and contributions directly impact educational outcomes for thousands of students.
Experience in EdTech, SaaS, or a client-facing support/CS role is a plus, but we are committed to training the right candidate with a strong combination of knowledge and skills!
Compensation
- Salary: $60,000 - $70,000 per year (Final salary is determined by geographic location, experience, and skills).
- Benefits: Health, vision, and dental insurance; flexible PTO
- Application Deadline: Applications will be accepted until the position is filled.