Brazil Customer Success Manager

ABOUT THE ROLE

Khan Academy Brazil is seeking a Brazil Customer Success Manager who is excited to join a small team working on a big goal : helping school systems implement Khan Academy to support student learning.

In this role, we’re looking for someone who enjoys working with new technologies to empower educators and drive student learning.

Applicants should be ready & excited to translate the core skill set of customer success management to an education context & should be equally comfortable having conversations with members of schools team as well as leaders of curriculum & instruction, technology & classroom teachers.

Technical problem-solving, relationship management & relational intelligence, empathy for school leaders & teachers, and excellent communication form the desired skill set for this role.

Your key responsibilities :

• Work with school and state leaders to plan, roll out, and implement Khan Academy
• Proactively identify ways to increase the success of teachers and students with our programs
• Represent an in-depth perspective of educator & student needs throughout the organization
• Build capacity within the school system for a scalable and sustainable implementation
• Analyze qualitative and quantitative data to inform program improvements
• Implement processes that consistently generate high levels of school engagement
• Navigate complex discussions with empathy and confidence, identifying nuanced customer needs & facilitating change management within systems to boost effective usage & satisfaction with Khan Academy’s products & content
• Use internal tools with fidelity & identify opportunities to improve usage over time
• Drives improvements to school success playbooks over time by testing new ideas, measuring results, and collaborating closely with members across Khan Academy Brasil

ABOUT YOU

What you bring :

• 5+ years of relevant work experience 3+ years of classroom teaching experience or district-level administrator at a K-12 setting and 2+ years of customer success, account management, or education-focused support experience preferred
• Strong problem-solving skills and creative thinking to help school partners find ideal solutions
• Deep understanding of teachers and school systems and a clear passion for education
• Advanced collaboration skills you can work with multiple teams simultaneously and know how to coordinate dependencies between them without needing formal authority
• Project management & prioritization experience and the ability to reliably execute & support dozens of school accounts simultaneously & efficiently
• Strong data analysis skills you are skilled at working with qualitative and quantitative volumes of data, identifying trends, and drawing evidence-based conclusions
• Portuguese and English proficiency
• Permission to work in Brasil

You would be a great fit if you have :

• Experience working with government partners
• Experience using Khan Academy in the classroom with students
• Strong coaching skills, including the ability to coach and mentor existing and new administrators, teachers and administrators
• Excellent organizational skills - ability to manage multiple tasks concurrently, from start to finish
• Strong technology skills including ed tech tools, video recording software, live video-conferencing tools, & Microsoft Office Suite and Google Workplace tools
• A high standard of professionalism and integrity, essential for handling sensitive information and making discretionary decisions
• Residency or willingness and ability to relocate to São Paulo, demonstrating flexibility and commitment to the role

PERKS AND BENEFITS

We may be a non-profit, but we reward our talented team extremely well.

• Competitive salaries with great healthcare and life insurance benefits
• Flexible schedules and personal time off beyond regular vacations
• Professional development focus
• An exceptional team that trusts you and gives you the freedom to do your best
• The chance to put your talents towards a deeply meaningful mission and the opportunity to work on high-impact products that are already defining the future of education
• A kind and welcoming workplace with opportunities to connect through affinity, ally, and social groups