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We're looking for a Customer Success Manager to own and grow relationships with a portfolio of Famly's US customers, from onboarding through renewal and everything in between. About Famly We're on a mission to stop admin work from stealing the joy of working with young children. We do that with our platform, the world's first proactive assistant for educators and staff that handles admin for them so they can get back to what they love. About the role As Customer Success Manager, you'll own the relationship for a portfolio of Famly customers. That means guiding them through onboarding, running proactive check-ins and quarterly business reviews (QBRs), spotting renewal and expansion opportunities, and stepping in when a key account needs urgent help. This role suits someone who wants to work across all of customer success rather than specializing in one lane. We're a small team inside a fast-scaling company, and priorities shift. In your first year, expect to build real depth across onboarding, retention, renewals, and account growth, and to become the specialist for your portfolio as the business evolves. This role is based in our Rosslyn, Arlington, Virginia office, with a default of four days a week in person. What you'll be doing Running proactive QBRs and regular check-ins to keep customers engaged, informed, and getting value from Famly Supporting onboarding calls for newly signed customers as needed Leading ongoing training and adoption of the platform Identifying and driving renewal and expansion conversations within your portfolio Stepping in on reactive, high-urgency situations for key accounts, partnering closely with our Customer Advisor team, who handle more tactical day-to-day support Getting to know your customers' goals well enough to consult them on how to get real value out of the platform Identifying patterns and feedback from your accounts, sharing insights with the broader team, and actively participating to help shape product and process You'll thrive in this role if you: A quick note on what we look for: we want people who point out the window when things go well (crediting the team, the product, the customer) and look in the mirror when they don't (owning the miss and asking what they could have done differently). If that resonates with how you operate, you'll fit right in here, and it's something we'll explore together in our conversations. Have experience in customer success, account management, or a related customer-facing role, ideally within a SaaS company Have experience in early childhood education, or a strong affinity for the sector Are comfortable holding a mix of proactive and reactive responsibilities, and can shift gears as priorities change Communicate clearly and build trust quickly, whether on a scheduled QBR or an urgent call Take ownership of outcomes and don't wait to be told what's next Are solution-oriented. When you spot a problem, your instinct is to dig in and help fix it rather than just flag it We know it's rare to find someone who checks every box above. If you bring strong experience in two of the following three areas, we want to hear from you: customer success, SaaS, and early childhood education. And it'd be even better if: You've used HubSpot, Intercom, and/or Jira in a previous role You've worked in a customer success or sales capacity at a software company with ties to the education sector While we'd love someone who has experience in the arena doing this type of work, we appreciate that everyone brings something unique. If you don't tick every box above, to hell with it - apply anyway. We'd still love to read your application. The interview process looks like: Conversation with Saubia Fatemi, Head of US Customer Success (hiring manager) Rational thinking test and written exercise Panel with additional members of our