Customer Success Manager (District Success Partner)

Job description

Traditional surveys fall short in today’s world. That’s why we built ThoughtExchange, a platform powered by cutting-edge AI that helps leaders meaningfully connect with their communities and uncover immediate, actionable insights that drive real change. We empower K12 leaders with the high-quality data they need to make informed decisions and create lasting impact. Our mission fuels everything we do, and we’re proud to work alongside a team of brilliant, curious, and collaborative individuals. At ThoughtExchange, we’re reshaping how organizations engage their people for good. If you’re passionate about making a difference, we’d love to have you on the journey. We're seeking a Customer Success Manager, to join our Customer Success team and be a strategic advisor to K-12 school district leaders. In this role, you will work closely with Superintendents and senior district leaders, connecting their high-stakes priorities, such as strategic planning, budgeting, and community engagement, to actionable insights gathered through the ThoughtExchange platform. At TE, we call this role a District Success Partner (DSP), because the work is closer to partnership than account management and is K-12 education specific. The ideal candidate thrives on building executive-level trust in high-stakes, politically sensitive institutional environments. You'll stay ahead of the curve by tracking product developments, auditing account health, and facilitating consultative workshops for district cabinets and school boards—translating complex, multi-source community data into clear, defensible narratives that drive district decision-making. **What You’ll Do** - **Executive Thought Partnership & Strategy Mapping:** Serve as a trusted advisor to senior K–12 district leaders (superintendents, cabinet, and executives), aligning ThoughtExchange engagement insights with strategic district goals and conducting impactful reviews - **Consultative Data Storytelling & Narrative Translation**: Synthesize complex, multi-source sentiment and quantitative data into defensible briefings, action plans, and executive presentations that directly inform decision-making - **High-Stakes Workshop Facilitation:** Facilitate consultative alignment sessions, multi-year strategic planning workshops, and community insight-to-action intensives for district cabinets and school board committees - **Account Health & Proactive Intervention**: Audit platform usage metrics using internal analytics, deploy engagement frameworks, identify risk patterns early, and collaborate on escalation strategies to sustain high retention - **AI-Driven Advisory Workflows:** Leverage generative AI tools to streamline workflows, automate data synthesis, and eliminate administrative overhead to focus on deep advisory work - **Account & Territory Growth:** Identify account expansion opportunities, drive market penetration, and nurture referral networks within targeted K–12 markets - **Cross-Functional Lifecycle Collaboration:** Partner with Solution Consultants, Technical Specialists, and Sales counterparts to deliver seamless customer experiences and articulate ROI ahead of key milestones - **Customer Intelligence & Advocacy:** Gather insights and feedback from district interactions to help inform ThoughtExchange product roadmaps, GTM positioning, and strategic partnerships ## **What You Bring** - 5+ years of experience in strategic consulting, customer success, or executive-level advisory roles within technology or EdTech - Deep understanding of public education governance, K-12 school district administrative timelines, board dynamics, and superintendent metrics - Proven ability to connect software capabilities directly to executive-level strategic outcomes and ROI, and to present those connections credibly to senior executive audiences. - Outstanding active listening skills, able to ask critical questions and navigate politically sensitive institutional environments, paired with strong skill in framing unstructured community feedback and abstract public sentiment into structured, metric-driven themes. - Demonstrated adaptability, comfortable operating in a role and a company that are both actively evolving, and able to adjust approach as frameworks, tools, and priorities shift. - Comfort using generative AI tools to track and analyze information, create assets, and optimize administrative workflows. - Excited to travel regionally and nationally to marquee education leadership conferences (e.g., AASA, ERDI) and on-site district cabinet workshops across the US and Canada - Hands-on experience with Salesforce, Gainsight, Gong, and modern AI toolsets ## **Nice-to-Have** - Post-secondary degree in Education Administration, Business Strategy, Public Policy, or Human Resources - Direct experience presenting to school boards or district cabinet-level committees - Prior engagement or involvement with K-12 leadership associations and conferences (e.g., AASA, ERDI) - Background in change management given the dynamic nature of our customer’s business and needs. The base hiring range for this role is $82,117 - $91,242 CAD ($109,489- $121,656 CAD On-Target Earnings). Your specific compensation within this range is determined based on your job-related skills, knowledge, experience, and our internal equity assessment. This job posting is for an actual vacancy. We do not use artificial intelligence (AI) to screen resumes or evaluate candidate fit against job criteria. All interview and hiring decisions are made by people. If you don’t see yourself fully reflected in every job requirement listed in the posting above, we still encourage you to reach out, apply, and tell us more about yourself in your application. Research has shown that some individuals only apply when they feel 100% qualified. We are committed to removing obstacles to ensure we have the best talent. ThoughtExchange prioritizes accessibility. Support is available upon request for candidates participating in all aspects of the selection process. Finally, we know from time to time, emergencies happen, and you may need to reschedule an interview - we understand and encourage you to be in communication without worrying about losing the opportunity or your credibility. **What we offer:** ThoughtExchange wants to ensure our people are heard, supported, and cared for, so we invest in our employees. We continuously ask our employees what they need to ensure we're supporting their successes in the workplace and in life. We are proud to offer our employees the following: **Benefits & Well-Being:** From day one, you’ll receive a benefits package focused on health & wellness that includes a generous time off policy, flexible extended benefits plan options, and company-wide wellness days off scheduled throughout the year. Our benefits package also includes maternity & parental leave top-up programs, as well as access to Maple & Inklbot, which support our employees' primary care, mental health, and wellness needs. **Flexibility:**We’ve been remote-first for over ten years. We’re contribution-focused and operate on mutual trust because we need you to feel empowered to be your best self. You know the circumstances in which you excel—where you work and how you structure your day. **Culture:**We walk the walk when it comes to our product, ensuring that no critical decisions are made without including our employees' perspectives. We value and prioritize everyone’s voice, so we use our anonymous, anti-bias platform to ensure people feel comfortable sharing their genuine thoughts and feedback. **Compensation:**We want you to do your best work, and part of that is being happy with your compensation. We pay fairly, considering the complexities of market rates, experience, location, and demand. We believe in pay transparency and pay equity. In addition to competitive pay and benefits, employees receive share options when joining the company. **Connection:** In addition to remote hubs of employees across Canada and the US and offices in Rossland and Vancouver, we get together as a company every few years in some pretty cool locations. We also connect virtually as a company every month and celebrate one another in our #gratitude Slack channel. **Growth:**We host regular learning sessions. You also have access to an annual Professional Development stipend & Company Coach to ensure you can grow in your role & advance your career.