Customer Success Manager

Full Time
Opening date
Closing date
5 Nov 2021

Driven by the mission to democratize education, Paper is the leader in personalized learning. Partnering with innovative schools and school districts, Paper helps deliver true educational equity through their category leading Educational Support System (ESS) that offers virtual access to 24/7 tutors and essay reviewers. Founded in 2014, Paper philosophically believes that all students should be given the tools and resources to reach their academic potential, independent of socio-economic status, geography, language or other barriers. Today, Paper is partnered with over 700 schools and supports over 750,000 students. We are headquartered in Montreal, Quebec with remote employees across the US and Canada. Paper is proud to have been named by GSV as one of the most transformational growth companies in digital learning.

Paper is looking for a Customer Success Manager (CSM) to join the Customer Success team. As CSM, you’ll own the entire post-sale customer journey for your customer base. You’ll guide customers to deploy Paper successfully, adopt it widely across their organization, and ensure they continuously gain value from our products and services. As a customer-focused company, Paper places importance on understanding the compelling needs and problems facing our customers. By helping address these problems, you will drive revenue retention and growth across your customer base.

This role positions successful candidates for the advancement opportunity to become Senior Customer Success Managers, where they will manage enterprise-level accounts.


  • Retain and grow the revenue for your customers, owning gross revenue retention for your customer base.
  • Develop a thoughtful understanding of your customers and their core goals.
  • Work with customers to develop success plans that outline how Paper adoption will address their critical needs both immediately and in the future.
  • Build relationships and network with key stakeholders across the customer’s organization to achieve successful execution of the customer’s objectives.
  • Meet regularly with customers to ensure they are on track for success.
  • Analyze customer usage data to identify, communicate, and act upon both risks and opportunities.
  • Conduct periodic customer health-checks and review customer health scores.
  • Collaborate with the onboarding, technical implementation, and marketing teams to set every customer up for success on Paper.
  • Provide support to the sales team in pre-sales activities for high value opportunities.
  • Serve as the voice of your customers cross-functionally, providing feedback and insights internally.
  • Work collaboratively with the marketing team to build customer references, craft case-studies, and co-develop resources to better support our strategic customers.

What you’ll need to be successful:

  • 1-2+ years in a customer-facing or Customer Success role
  • Advanced experience in project and change management.
  • Advanced operational discipline with an analytical, process-oriented mindset and a data-based approach to decision making and assessment.
  • Strong “do-er” mentality with a hands-on, passionate, curious, persistent approach and the grit to get things done.
  • Strong creative problem solving skills in order to provide optimal business or technical solutions.
  • Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external clients.
  • Excellent ability to thrive in a collaborative, team environment and working independently with minimal supervision.
  • Outstanding organizational skills and the ability to manage multiple tasks and requests.
  • Familiarity with public and private education systems, teachers/students.
  • Familiarity with technology and fast-growth startups * considered an asset

Position can be located in any geography in the US or Canada.

About Paper

A great place to work! Paper offers a fast-paced, dynamic, inclusive work environment where all employees have an impact. You will be challenged to achieve, develop, and grow as part of a hyper-growth company.

The diverse experiences, ideas, and identities of PAPER’s team members help us make better decisions and drive great results. We foster an inclusive work environment that welcomes team members of all backgrounds and perspectives. We are committed to providing a meaningful environment for every member of our team. We hire exceptional people and reward them with trust, autonomy, mentorship, and growth.

We are naturally curious and have strong attention to detail. We love working in a team environment where trust is key and we all strive to make an impact every day. If this sounds like the right fit, please apply and come work with us.

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