Customer Success Manager

Education Week, a nonprofit, K-12 news organization, is seeking a Customer Success Manager to join its marketing and content sales team.

Job Summary

The Customer Success Manager sits at the intersection of customer success, support, and lifecycle marketing, ensuring institutional subscribers successfully onboard, actively engage, and realize ongoing value from their subscriptions. This role serves as the primary point of contact for group accounts—including schools, districts, universities, and organizations—guiding them from onboarding through renewal.

Working cross-functionally with sales, marketing, editorial, analytics, and product teams, you will drive retention, engagement, and growth by combining relationship management with data-driven marketing strategies. Success in this role requires balancing hands-on customer support with proactive efforts to increase adoption, satisfaction, and long-term value.

This full-time hybrid position is based in Education Week's Bethesda, MD., office in the Washington D.C. metro area. Candidates must be able to work in the Bethesda, MD. office or willing to relocate. The starting annual salary range for this position is $56,500 - $63,000, plus bonus.

Responsibilities

• Serve as the primary point of contact for institutional customers, including schools, districts, universities, and organizations
• Ensure that customers find ongoing value in our content by:
• Leading onboardings for new group accounts, including account setup, administrator training, and usage guidance
• Monitoring account health, identifying at-risk customers, and implementing engagement and retention strategies
• Managing and resolving customer inquiries and issues in a timely manner
• Creating and maintaining customer resources such as FAQs, guides, and best practices to improve experience and scalability
• Designing and executing lifecycle marketing campaigns showcasing content tailored to the audience, including onboarding, engagement, and renewal email communications
• Track and analyze engagement metrics (e.g., usage, logins, email performance) and recommend improvements
• Support customer retention efforts and help improve renewal rates
• Identify upsell and cross-sell opportunities, such as additional seats or expanded offerings
• Manage cancellation requests by understanding customer needs and identifying opportunities to retain accounts
• Advocate for customer needs internally and share insights across teams
• Maintain accurate records of customer interactions and account activity in Salesforce
• Contribute to forecasting, planning, and process improvements for customer success efforts
• Participate in meetings and cross-functional initiatives to support organizational priorities
• Perform additional duties as needed to support team and organizational goals

Qualifications

• Bachelor’s degree and 2–3 years of experience in customer success, lifecycle marketing, or subscription growth (or equivalent experience).
• Experience working with institutional or B2B/B2B2C customers.
• Strong communication skills, with the ability to create content and present to internal and external audiences.
• Analytical mindset with experience using CRM, marketing, and analytics tools to drive decisions.
• Ability to balance reactive support with proactive engagement strategies.
• Strong organizational skills and ability to manage multiple priorities.
• Proficiency in Microsoft Office and willingness to learn new technologies.
• Commitment to diversity, equity, and inclusion and alignment with Education Week’s mission.

Preferred Qualifications

• Familiarity with nonprofit journalism, education audiences, or mission-driven organizations.
• Experience with subscription platforms or access systems.
• Experience with webinars, training, or customer education.

About Education Week

Education Week (www.edweek.org), America’s most trusted source of K-12 education news, analysis, and opinion, is a digital-first news operation that is dedicated to raising the level of awareness and understanding among professionals and the public of important issues in American education. A leading authority in an ever-evolving space, we bring over four decades of experience to our journalism and research without bias or agenda.

Editorial Projects in Education (EPE), is a non-profit media organization that serves the nation’s leading K-12 policymakers, educators, researchers, marketers and other influencers with informed, independent, and highly respected journalism and research, with the goal of improving U.S. K-12 education, At Education Week, we believe that an equitable – and excellent –education for all students is possible, and we empower the field to make it a reality.

Benefits

Education Week is a vibrant workplace that is conveniently located in the heart of downtown Bethesda, MD right outside of Washington, DC. We offer a competitive salary and benefits package including health and dental insurance, a 401(k), PTO, and tuition assistance. We value innovation, leadership, diversity, and forward-thinking, and provide a friendly, intellectual, challenging work environment where employees can thrive and grow professionally. As such, Education Week is an equal opportunity employer.

Our Mission & Culture

We are principled. We are welcoming. We are passionate. We are expert.

We value our staff and applicants and invite you to apply today at https://edweek.org/careers.

Things To Know

• This job is covered under the terms of a collective bargaining agreement with the Washington-Baltimore News Guild, CWA Local 32035.
• We utilize E-Verify as part of our hiring process.
• Education Week is unable to sponsor applicants for work visas at this time.