Customer Success Associate

Job Description

Job Description

Who are you?

You believe that a company's success depends on its clients' success. You are passionate about cultivating and maintaining strong relationships with new and existing K-12 customers, and you've got the interpersonal and planning skills to back it up. You have a proven track record of successful client management, preferably in B2B support or as a former educator/school administrator transitioning into EdTech.

Due to your focus on delivering value with every interaction, you are perceived as a trusted advisor. You can efficiently resolve problems using an ingenious mix of empathy, critical thinking, and practical data. Above all, you identify with Wipebook’s mission of empowering educators with eco-friendly, collaborative tools that support the "Building Thinking Classrooms" (BTC) framework.

As an integral part of Wipebook’s cross-functional RevOps team, you will ensure the health, satisfaction, and success of our principal-level building accounts. As the primary post-sales contact, you will reach out frequently to monitor account health, execute strategic interventions to limit contraction, and align product usage with local curriculum goals. Your proactive support will inspire deeper engagement with our reusable flipcharts and notebooks, resulting in client retention and district-level revenue growth.

Sound exciting to you? Read on!

Please note that the successful candidate for this role will be based remotely in Canada, with hybrid options available depending on candidate experience and location.

What you'll do...

Fight Contraction: Manage renewals and execute automated/manual intervention plays within your assigned high-volume portfolio of K-12 Principal accounts to actively limit churn and keep contraction below 20%.

Drive Building-Wide Onboarding: Build relationships with principals and teachers to increase product adoption. You will conduct virtual orientation sessions and align Wipebook usage with pedagogical frameworks like Peter Liljedahl’s Building Thinking Classrooms .

Execute QBRs: Develop achievable success plans and conduct data-driven Quarterly Business Reviews (QBRs) for principals, showcasing building-wide usage, student engagement metrics, and eco-friendly ROI to secure budget renewals.

Trigger District Escalations: Act as an intelligence scout; when a principal requests district-wide pricing or multiple schools in a district show high engagement, you will immediately trigger a Service Level Agreement (SLA) handoff to escalate the SQL to our Enterprise District team.

Scale Account Management: Use HubSpot CRM automation, email sequences, CSAT/CES surveys, and group webinars to efficiently monitor account health and share best practices across a large volume of accounts.

Nurture Retention: Proactively engage with clients to gain insights, communicate new features, assess product bugs, and act as an advocate for the client within Wipebook.

What we're looking for...

·       1–2 years of demonstrated experience managing clients with high levels of satisfaction and retention, preferably in a SaaS environment, OR a background in K-12 education/administration.

·       Proven track record of building strong relationships, supporting client success, and delivering value to clients with every interaction.

·       A strong understanding of, or passion for, collaborative learning, vertical non-permanent surfaces (VNPS), and environmental sustainability in schools.

·       Excellent written and verbal communication skills, specifically in delivering virtual presentations and training sessions.

·       A keen attention to detail, highly organized, and capable of managing a high-volume pipeline.

·       Strong problem-solving, decision-making, and analytical skills to interpret CRM dashboard metrics.

·       Experience using HubSpot (or similar CRM systems) to document interactions, create workflows, and monitor data.

·       Ability to thrive in a fast-paced, agile work environment, working under pressure and without heavy supervision.

Compensation & Benefits

To align with our 2027 revenue targets, this role features a Base + Variable compensation model tied directly to retention and pipeline generation:

·       Base Salary: $55,000 – $65,000 CAD

·       Variable / Bonus (Retention-based): $8,000 – $12,000 CAD (For example possibly tied to keeping principal contraction below 20% and/or identifying SLA district handoffs).

·       Total On-Target Earnings (OTE): $63,000 – $77,000 CAD.

·       (The final offer will be determined based on the candidate's experience and expertise, as assessed during the interview process).

We're Wipebook - Join us!

We believe that by bringing our best selves to our work and collaborating with one another, we can change the educational landscape. We are an inclusive, equal-opportunity employer that embraces agile practices, an innovative mindset, and keeping our educators at the heart of what we do.

·       Flexible work arrangements including hybrid and remote

·       4 weeks of vacation

·       Employer-paid health and dental benefits

·       Continuous learning and growth opportunities

Wipebook creates tools that transform problem-solving. Its whiteboard notebooks and flipcharts are perfect for educators and technology teams that need erasable surfaces to work things out. Flexible, portable, and eco-friendly, Wipebook’s patented technology transforms paper into whiteboards so that you can extend your thoughts and ideas beyond your office or classroom and come up with solutions that matter.

Company Description

Wipebook creates tools that transform problem-solving. Its whiteboard notebooks and flipcharts are perfect for educators and technology teams that need erasable surfaces to work things out. Flexible, portable, and eco-friendly, Wipebook’s patented technology transforms paper into whiteboards so that you can extend your thoughts and ideas beyond your office or classroom and come up with solutions that matter.