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Customer Success Manager- Dallas, TX Based

Marker Learning

Marker Learning

Customer Service, Sales & Business Development
Posted on Monday, December 11, 2023

About Marker Learning:

1 in 5 students has a learning disability such as dyslexia, which makes it harder for them to read, spell and write--despite their intelligence. While receiving a proper evaluation for a learning disability could be the most impactful event in a student’s life, only 4% of students receive a diagnosis because of the high costs of evaluations and lack of access to qualified psychologists. Undiagnosed students are 3x more likely to drop out of high school, 5x more likely to be unemployed, and tend to experience elevated levels of anxiety and depression. It’s estimated that early diagnosis of dyslexia and other learning disabilities could save the US over 72 billion dollars of economic impact and drastically improve the lives of millions of people.

Marker Learning is on a mission to make learning disability (e.g. dyslexia) assessments and diagnosis easier and more affordable for schools and parents. By leveraging proprietary technology developed by leading experts at Johns Hopkins, the end-to-end evaluation is completed in half the time and at 1/10th the cost of typical in person evaluations. We are a rapidly growing start up, backed by some of the most mission driven and reputable venture capital firms and education non-profits.

Join us in our mission to inspire and support all students on their unique learning paths.

Marker Learning is seeking a Customer Success Manager to own and manage school district partnerships, driving Marker Learning's mission to deliver unparalleled psychoeducational evaluations to over 1 million students nationwide. To help us achieve our mission, this position will oversee the full client lifecycle, from best in class implementation to contract renewal. This is a unique opportunity to be part of a fast-growing company, directly impact students' lives, and gain visibility into all aspects of our operations department. As a critical Customer Success team member, you'll be responsible for the following key outcomes

Key Outcomes:

  • Revenue Expansion: Own all growth and renewal opportunities that are mission-aligned on driving positive student-first outcomes. Strive to achieve and surpass renewal targets while maintaining high customer satisfaction.
  • Exceptional Service Delivery: Assume a pivotal role as the primary point of contact for our school district clients, meticulously cultivating an unparalleled experience that establishes Marker Learning as the leader in delivering top-tier psychoeducational evaluations nationwide.
  • Operational Excellence: Drive a culture of continuous improvement by ingeniously streamlining systems, processes, and operational frameworks. Your operational mindset will be instrumental in enhancing efficiency and scalability.
  • Cross-functional Alignment: Collaborate cross-functionally with Clinical Operations, Sales, Product, and Recruiting teams to champion client priorities and share improvement opportunities.
  • Data-Driven Decision Making: Exhibit a keen eye for proactive data analysis, systematically tracking and analyzing client data to unearth growth opportunities and identify potential gaps, ensuring a strategic advantage in the market.
  • Subject Matter Expertise: Serve as subject matter expert for all inquiries from our school district clients while anticipating their needs so that we, as a team, can offer a best-in-class experience.

The most important skills for the role are*:

  • 3+ years of experience in Customer Success, Customer Operations, Account Management, or other relevant client-facing roles
  • Communication: Highly collaborative, organized, and able to present to a diverse audience and lead with a solid executive presence.
  • Analytical: Strong proficiency in analytical thinking, capable of structuring and deciphering qualitative and quantitative data to derive actionable insights.
  • Scrappiness: You do whatever it takes to solve the problem. You’re not reliant on having perfect resources to unblock and are willing to explore multiple short-term solutions and see them through quickly.
  • Systems thinking: A holistic approach to problem-solving that considers the broader context and interconnectedness of all elements within a system. Ability to identify root causes, recognize patterns, and propose solutions that address systemic issues rather than surface-level symptoms.
  • Growth mindset: An intrinsic drive to be a top performer. Results-oriented and comfortable being held to a high standard of growth.
  • Operational excellence: Proven ability to thrive in a 0 to 1 environment and drive operational efficiency amongst nascent structures
  • Professional experience: Prior experience navigating and excelling within nascent structures, particularly in startup environments within the B2B sphere, showcasing adaptability and agility in evolving landscapes.
  • Travel to client sites up to twice monthly

Must be able to work EST hours

In addition to the above, it would be great if you also had:

  • Experience in health tech or ed-tech
  • Experience as a 0 to 1 operator in a startup environment

*We know people from historically underrepresented communities are less likely to apply if they don’t meet all of the above criteria. Please apply anyway! We want people who are fast learners, eager to take on new challenges, and will help us build a best-in-class company that will change what it means to age.

Interested? Great! Here’s what you should know:

At Marker Learning, we know that our people are indispensable to achieving our mission, and we are building an inclusive environment that enables everyone to do their best work. In that spirit, we deliberately hire people from all walks of life — including, but not limited to, race, gender identity, sexual orientation, and disability status. We'd love to hear from you if you're motivated by our mission and eager to contribute to our team and culture.

We are a mission driven team out to provide reliable and affordable testing to every student who requires it. We believe that Marker Learning has the potential to change the evaluation landscape across the country. If you are as passionate as we are about this, we’d love to hear from you!

We are dedicated to building a diverse and inclusive workforce. Marker Learning provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as covered veteran in accordance with applicable federal, state, and local laws.