Edtech Customer Service Jobs (NOW HIRING)

Russell Tobin is partnering with a leading AI company to hire a Scaled Customer Success Manager – K-12 Education & AI to support the rollout and expansion of a new AI solution for educators and large school districts.

Following the successful launch of an AI offering designed specifically for teachers, the organization is expanding its focus at the district level and preparing to launch a new enterprise solution. This role will be a key part of helping large K-12 districts successfully implement, activate, and scale AI across their schools.

This is not a traditional 1:1 Customer Success role. You'll operate in a one-to-many model, building the programs, training infrastructure, enablement content, and repeatable playbooks that allow a broad portfolio of school districts to successfully adopt the platform at scale.

• Manage a portfolio of K-12 school districts through onboarding, implementation, activation, and early adoption using scalable, digital-first engagement strategies.
• Design and execute the end-to-end K-12 enablement strategy, including onboarding cohorts, live and on-demand webinars, office hours, lifecycle communications, and activation programs.
• Partner with district IT and administrative teams on technical implementation, including SSO, user provisioning, role-based access, workspace configuration, and related deployment requirements.
• Translate implementation learnings into repeatable documentation, self-service resources, and scalable deployment playbooks.
• Help district leaders establish appropriate governance practices around data retention, audit logging, administrative controls, student data privacy, FERPA, and COPPA considerations.
• Create teacher-facing enablement materials such as use-case libraries, prompt guides, video walkthroughs, quick-start resources, and classroom-relevant training content.
• Develop and run Train-the-Trainer programs for instructional coaches, technology integration specialists, administrators, and teacher leaders.
• Facilitate training and activation sessions with educators, administrators, IT stakeholders, and district leadership.
• Build communities of practice that help educators share successful AI use cases and develop internal expertise.
• Monitor activation and adoption data across the district portfolio, identify stalled or at-risk deployments, and implement targeted interventions.
• Capture and synthesize educator and district feedback, including emerging use cases, implementation friction, and feature requests.
• Partner cross-functionally with Product, Marketing, Sales, and deployment teams to improve the K-12 customer experience.
• Help develop district success stories, reference programs, and scalable community initiatives.
• Establish the templates, health metrics, processes, and playbooks that define successful scaled Customer Success for K-12 customers.

• Experience in Customer Success, implementation, learning design, enablement, or program management within K-12 education or EdTech.
• Strong understanding of the K-12 school district environment, including how educators, administrators, instructional leaders, and IT teams work together during technology deployments.
• Knowledge of the evolving AI-in-education landscape and the ability to speak thoughtfully about responsible AI adoption in schools.
• Experience managing complex customer implementations or technology rollouts across multiple stakeholder groups.
• Ability to lead conversations with both technical and non-technical audiences, from district IT teams to superintendents, administrators, and instructional leaders.
• Strong facilitation and executive presence, with the ability to confidently lead training sessions and strategic conversations with school district leadership.
• Experience creating scalable training, enablement, or customer education programs rather than relying exclusively on high-touch 1:1 customer engagement.
• Analytical mindset with the ability to use activation, engagement, and adoption data to identify trends and improve customer programs.
• Excellent written communication skills and the ability to turn complex processes into clear, reusable resources.
• Comfort operating in a fast-moving environment where programs, processes, and best practices are still being built.

• Hands-on familiarity with SSO, identity management, user provisioning, role-based access controls, or enterprise SaaS implementation.
• Experience with FERPA, COPPA, student data privacy, or K-12 technology governance.
• Background supporting large school districts or district-wide technology deployments.
• Experience developing Train-the-Trainer programs or communities of practice.
• Experience working with AI products, generative AI, or AI-enabled education technology.
• Previous experience spanning both EdTech Customer Success and learning/instructional design.

• Candidates should be comfortable working onsite 2–3 days per week in either San Francisco or New York City and be open to limited travel, with approximately 2–3 trips anticipated during the engagement.
• The interview process will include a take-home assessment.
• This is an opportunity to help shape how one of the most significant emerging technologies is responsibly introduced and adopted across K-12 education at scale.

Russell Tobin offers eligible employee's comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors. Equal Employment Opportunity

Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.

Fair Chance Employment

Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.

Accommodations

We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us.

Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.