- Scout
- New York, NY
- Full-Time
- 75 days ago
- $75,000 – $150,000
Customer Success Manager.
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Customer Success Manager: our view in 3 lines...
- The Role:This is a first Customer Success Manager role at an AI-native student information system company for schools.
- The Person:The person will manage school customer relationships, triage reported issues, share feature updates, visit customers, maintain the knowledge base, and surface customer feedback to the product team.
- Requirements:The role calls for 1-3+ years of customer success experience, enterprise SaaS customer success, strong organizational skills, a good product sense, and experience in SIS, EdTech, or compliance-driven software.
About the role
About Scout
Scout is the AI-native operating system for schools.
Our first product, Scout SIS, is a student information system (SIS). At its core, the SIS a database for schools to store student and staff data. Every school has an SIS, but it’s one of the lowest NPS products in the history of software. Legacy players like PowerSchool are multibillion-dollar, rent-extracting companies that squeeze every dollar they can out of schools by locking them into long-term contracts for products that require significant hidden add-on fees to function properly. We’re trying to change that by automating complex back-office workflows across data validation, legal compliance, and government reporting.
We believe that having a highly efficient back-office with access to an interoperable data store will enable school districts to offer the highest quality of instruction to students, and our OS will enable an ecosystem of next-gen edtech software companies to flourish.
Scout is backed by Reach Capital,Rethink Education, Y Combinator, and YC founders including Dan Carroll (Clever), Jinal Jhaveri (SchoolMint), Justin Wenig (Coursedog /Starbridge), Pasha Rayan (Forage /a1base), Will Drevno (Drapr), Kevin Bai & Victor Cardenas (Slash).
About the role
We’re hiring our first Customer Success Manager to help build out Scout’s customer service function. This is a true founding CSM role with direct access to the Co-Founders , where your voice, ideas, and execution will materially shape how Scout grows.
What you’ll do
- Maintain relationships with Scout schools, ensuring that they’re getting the service they need to keep their schools running
- Respond directly to, and triage, parent, teacher and student reported issues
- Keep customers updated on new Scout feature releases
- Travel to visit customers in person and ensure they’re satisfied with Scout
- Distill common issues and requests across customers, and surface those insights to the product team
- Maintain Scout’s knowledge base, and ensure customers can find the help they need quickly
- Automate Scout’s customer issue resolution to maintain prompt response times as the company scales
- Report directly to the CTO / Co-Founder, with regular access to leadership decisions, strategy discussions, and product direction
- Collaborate closely with founders, product, implementation, and sales to turn early wins into long-term reference customers
What we’re looking for
- 1-3+ years of customer success experience
- Experience in enterprise SaaS customer success is strongly preferred
- Strong organizational skills
- A good product sense
- Comfortable operating with ambiguity and shaping the playbook
- Ownership mindset and willingness to wear multiple hats
Bonus Points
- Prior experience as an early or first CSM hire
- Experience in SIS, EdTech, or compliance-driven software
Come join us as we build the infrastructure for the next generation of schools in America.
Scout is an AI-native student information system (SIS), which is a system of record that powers the back office of every K-12 school in the US.
Right now, the SIS is broken. Legacy SIS companies are sales and consulting organizations that have a small engineering arm to maintain their product. The SIS holds back innovation across the entire education industry; bloated and outdated software makes it hard to run a school district like a highly-efficient organization, and to integrate other edtech platforms.
We're trying to change that by building vertical software to help entire school district back offices run more efficiently. The student information system is a force multiplier that can make every educational software company provide better service to schools, teachers, and students.
We're looking for engineers who want to work on extremely difficult problems at a highly technical organization in an industry where you can truly make a difference in the world.
