[Remote] Founding Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Goblins is an innovative company focused on transforming math education through AI-led solutions. They are seeking a Founding Customer Success Manager to develop customer success strategies, drive retention and expansion within school districts, and build processes to ensure customer satisfaction and growth.ResponsibilitiesOwn the renewal and expansion portfolio, ensuring paying districts see math achievement growthBuild Customer Success playbooks from scratch, including health scoring and account segmentationEnsure teachers and administrators receive training on how to reach their math growth goals with GoblinsWork with leadership to define retention and expansion metrics and monitor themConvert free users into paying district customers through effective follow-up and engagementAct as the voice of the customer to inform product and operational improvementsSkillsBased in NY, or willing to relocate. This role is in person at least 3 days/week at our Williamsburg, Brooklyn officeEducation experience, ideally K-12. You understand how schools and districts actually operate - buying cycles, the school-year calendar, who the real decision-makers are, and why a champion isn't always the signer. You can leverage your experience to build trust with customersYou've led or designed processes in Customer Success, Sales, or an adjacent field. You're a process builder; not merely a process executorHungry. You can be handed a portfolio and a goal and figure out the path with minimal scaffolding. You move fast, you follow up, and you don't wait to be told what to doComfortable with data. You can pull and read usage and CRM data, build a defensible prioritization, and make decisions grounded in dataStrong written and verbal communicator. You'll write to superintendents and run meetings with district leadership. Confidence, clarity and warmth all matterWilling to travel. Up to 40% travel may be required for on-site professional developmentYou're comfortable using LLMs to increase your human-powered impact, and can speak to ways you've leveraged AI to boost your productivity on a day-to-day basisExperience renewing or selling into school districts specifically (procurement, POs, board approvals, ESA/consortium purchasing)A track record of carrying and hitting a quota or retention/NRR numberComfort in an early-stage environmentBenefitsNRR based incentiveFounding equityA competitive benefits planCompany OverviewGoblins helps to Speed up math learning with instant, visual feedback. It was founded in 2024, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is https://goblinsapp.com/.