Digital segment Customer Success Manager

History & Mission 

Founded in 2014 in Montreal, Canada, Paper is an educational support system (ESS) for K-12 schools across North America. The company’s fundamental mission is to bridge the gap between what schools provide and what students need to succeed. As a personalized learning platform that empowers all students and maximizes their lifetime potential, Paper’s team of vetted and trained educators offer 1:1 online tutoring for any subject, at any time. Students communicate with these educators about their challenges with classwork and solve their problems collaboratively via a rich, text-based environment.

Paper closed its first public school deal in 2018 and has subsequently signed numerous districts onto its platform. In 2019, Paper generated $1 million in annual recurring revenue (ARR) and exited 2022 with $68 million ARR. Paper has grown from 174 employees in 2019 to over 1800 employees currently (split between FTEs and Part-time Tutors). 

Today, Paper serves more than 3 million students from over 400+ school districts across 40 US States and Canada with headquarters in both Montreal and Las Vegas. Paper integrates directly into a school district’s existing IT infrastructure and leverages technology to equip all students with personalized learning to maximize outcomes.

Solutions 

The Paper ESS is comprised of three key solutions allowing each student to build a learning profile that is informed by data collected throughout their academic journey and augmented by the data of Paper’s growing network of learners across North America. Since its founding, the company has been optimizing its product and has evolved into a per-student annual subscription license that targets public school districts as the primary customer.

1. Personalized Tutoring: Paper provides students with 24/7 access to tutoring in any subject, anytime from anywhere. Various communication features (including text, voice notes, and a virtual whiteboard) ensure students have an experience that best suits their preferred learning style. Support is available in English, Spanish, French, & Mandarin.

2. Practice Center: Paper provides practice tools that support in-class and at-home academic practice in engaging formats that focus on their zone of proximal development, including Math, English, Language, Arts, and Reading fluency.

3. College and Career Readiness: Paper provides students with resources that prepare them for life after high school, including academic planning, college and career readiness tools, work-based learning, and micro-credentials. Paper helps ensure every student’s education leads to a successful career outcome, whether through a degree or going into the workforce.

Additionally, the company’s platform delivers a portal for teachers and administrators to gain data and analysis of a student’s competencies and progress. 

Financial Sponsors

Since its founding, Paper has raised over $390 million in financing. In 2016, the company received $1.6 million in seed funding, led by Birchmere Ventures, followed by $7.5 million in a Series A round led by Reach Capital and Bullpen Capital, with participation from Google. In 2020, Paper raised an additional $11 million in funding led by Framework Venture Partners and Salesforce. In June of 2021, the company closed a $100 million Series C led by IVP, and the following year in 2022, Paper closed a Series D financing of $270 million led by Softbank and Sapphire Ventures. 

The Opportunity

Paper grew at an incredibly rapid pace over the COVID-19 pandemic when the world experienced a sudden shift away from the classroom and forced rapid adoption of online learning, education, and virtual tutoring. Post-pandemic, with the democratization of Generative AI and the shift in federal funding, Paper is refocusing its efforts towards a path to profitability.

Job Summary

Working closely with the Senior Regional Manager, Customer Success, and reporting to the Regional Lead, you will be responsible for partnering with our Account Managers to drive activation of the Paper platforms at the site (school) level by driving engagement plans for the sites, primarily for key or strategic accounts. You will do this by working closely with the site leadership, district personnel, teachers and students community.

Job Description

Paper is looking for a Digital segment Customer Success Manager to support K-12 students in the US and Canada. As a Digital segment CSM, you’ll guide school districts to deploy Paper successfully and ensure the district continuously gains value from our products and services throughout the school year. You’ll engage virtually and communicate regularly with administrators, teachers, and community groups to help the district adopt Paper successfully. 

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.

Responsibilities 

• Retain and expand the engagement of Digital segment school districts in the US and Canada, owning student activation and teacher activation.

• Develop a thoughtful understanding of school districts and their core goals.

• Work on-site 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 virtually across school districts to achieve successful execution of their objectives.

• Communicate regularly with the district taskforce and school leaders to ensure they are on track for success.

• Use Salesforce and Tableau to analyze school district data to identify, communicate, and act upon both risks and opportunities.

• Conduct periodic customer health-checks and review customer performance metrics.

• Collaborate with Paper’s Onboarding, Technical Implementation, and Marketing teams to set school districts up for success on Paper.

• Serve as the voice of school district communities cross-functionally within Paper, providing feedback and insights internally.

• Work collaboratively with the marketing team to build customer references, craft case-studies, and co-develop resources.

What you’ll need to be successful:

• 3+ Years in a customer-facing or Customer Success role within an enterprise software or software-as-a-service organization.

• Strong relationships across school districts

• Strong experience in project and change management.

• Strong 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.

• The ability to thrive in a collaborative, team environment while 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

About Paper

Paper offers an exciting, dynamic, inclusive work environment putting excellence at the center of everything we do. Our mission is woven into the fabric of our culture, challenging our team to build meaningful and creative solutions. 

We thrive when we collaborate with each other, and use integrity and selflessness to align our business decisions with our mission. We approach every challenge with positivity, achieving the outcome we want regardless of what gets in the way. Our tenacity propels our hyper-growth, where trust is key and we all strive to make an impact every day.

We believe that diverse teams build better products. Paper does not and will not discriminate on the basis of race, color, religion, gender, gender orientation, gender expression, age, national origin, disability, marital status, sexual orientation, or military status in any of its activities or operations.

Nobody checks every box, but the Paper team is built by passionate and innovative people who share our mission for democratizing education. If you don’t think you meet all of the requirements above but are still interested in the job, please apply.

PS. Equity is our mission! We make sure to treat all candidates equally: If you are interested please apply through our job board - our amazing talent team will reach out! Our team isn't able to pass on any calls/ emails our way - and this makes sure that the candidate experience is smooth and fair to everyone.

Requisition ID

R-100262