Customer Success Rep

CharacterStrong’s Background & Mission 

CharacterStrong, a FullBloom Company, is a fast-paced, tech education company that makes PreK-12 digital, social-emotional learning curricula and offers professional learning opportunities to support schools with implementation. There’s currently a team of more than 90 full-time employees and over 30 contractors and interns collaborating to bring this work to life. Our mission is to create a more loving world by equipping educators with tools to teach the critical social, emotional, and character skills necessary to foster a more empathetic, connected, and generous world. In less than 10 years, our aim is to have reached 50 million students and over 2 million educators. We were ranked by INC. as the 449th fastest-growing private company in the country.

At CharacterStrong, you will have the opportunity to positively impact education, both in the United States and internationally. CharacterStrong employees offer their innovation, dedication to excellence, and compassion to help produce transformational curricula and professional learning for educators. 

CharacterStrong’s Company Values & Norms

• We Produce Excellence - Producing timely, quality results and consistently asking the question, “How can we make this 1% better?”
• We Take Full Ownership - Taking initiative to drive work forward, demonstrating responsibility when things do not go according to plan, and being proactive in closing identified gaps.
• We Practice Kindness - Exercising inclusion, care, and empathy with others, balancing honesty with compassion, and cultivating the well-being of self and others.
• We Problem-Solve - Identifying issues, analyzing for understanding, and taking action to implement the best possible solution.

As a Customer Success Rep 1 at CharacterStrong, you will play a critical role in ensuring our customers achieve meaningful impact and lasting value from our solutions. Embedded within our Small Accounts Team, you’ll be part of a collaborative, team-based model responsible for supporting a large portfolio of customers. Your primary focus will be to drive retention through proactive renewal outreach and delivering impactful, scalable customer experiences that empower our customers to thrive.

• Build Healthy Customer Relationships: Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements.
• Drive Adoption and Satisfaction: Proactively engage with customers to drive adoption of our products and services, ensuring our customers experience the full value of our offerings.
• Manage a Book of Business and Renewals: Proactively manage a portfolio of customer accounts, ensuring timely renewals, accurate forecasting, and improved retention rates.
• Serve as a Customer Advocate and Advisor: Act as the voice of the customer within CharacterStrong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI.
• Monitor Progress and Adoption: Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes.
• Identify Upsells: Collaborate with our Sales team to identify opportunities for upselling or expanding services to existing customers, based on their evolving needs and goals. 
• Prepare and Facilitate Customer Meetings: Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions).
• Maintain in-depth knowledge of our products: Help effectively assist customers and inspire product loyalty.

• Minimum 1-year experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services
• Ability to think on your feet and quickly grasp new concepts
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
• Self-starter who is comfortable working independently
• Extremely organized and consistent with strong attention to detail.
• Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”
• EdTech (K-12) preferred
• Efficient with CRM’s, Google Suite applications and other business apps such as: Slack, Zoom, Notion, Quickbooks, and Hubspot preferred

Remote Work Environment