At Clayful, we’re revolutionizing mental health support for students by blending compassionate coaching witinnovative technology. As an early-stage edtech startup, every team member plays a pivotal role in building and refining systems that help us scale our mission to improve mental wellness.

We’re looking for a Customer Success Lead who thrives in fast-moving environments and isn’t intimidated by messy systems, unexpected hurdles, or bureaucratic pushback. If you’re a strategic relationship-builder who refuses to take “no” for an answer — someone who is deeply detail-oriented, solves problems creatively, and drives projects forward through complexity — this role is for you.

What You’ll Do

As Customer Success Lead at Clayful, you’ll own the full onboarding journey for a portfolio of school and district partners — from onboarding through expansion to renewal. You’ll ensure schools realize full value from Clayful, drive adoption and positive student outcomes, and act as a trusted advisor to school stakeholders. This role combines strategic account management, data-driven insight, detailed project management, training and enablement, and cross-functional collaboration. Essentially, you are the quarterback of our accounts.

You’ll help build a scalable “customer success engine,” shaping best practices for partner onboarding, adoption, engagement, and long-term retention.

End-to-End Account & Partner Management

• Own the full operational lifecycle for assigned school and district partners—project managing the detailed coordination and execution of onboarding, activation, ongoing support, and renewal preparation. This includes:
  • Managing all logistics end-to-end, including rostering setup, scheduling professional development training, and coordinating timelines with internal teams (e.g., product, coaching, technical support).
  • Driving day-to-day execution by tracking progress, risks, and milestones to ensure partners launch and run smoothly.
  • Serving as the central point of coordination to keep implementation tasks on track and ensure nothing falls through the cracks.
• Build and nurture strong relationships with key stakeholders: e.g. principals, counselors, teachers, district administrators, family‑facing staff)
• Conduct regular account reviews and check‑ins: focus on using quantitative and qualitative data to communicate impact, coaching outcomes, feedback, and jointly define success plans.

Customer Enablement & Adoption

• Lead onboarding and training sessions for school staff: help them integrate Clayful into their workflows, communicate benefits to students/families, and build sustainable usage routines.
• Develop and maintain onboarding materials: create and iterate on playbooks and best‑practice documentation.
• Identify “champions” within partner organizations: individuals who can advocate for Clayful internally and help drive usage.

Data‑Driven Insights & Impact Strategy

• Monitor and analyze platform usage, engagement, and coaching data to surface opportunities for improvement.
• Lead renewal and expansion strategies: evaluate partner needs, support contract renewals, and identify expansion opportunities (e.g. adding more schools, increasing services).

Cross‑Functional & Strategic Collaboration

• Serve as the bridge and quarterback between partners and internal teams: Product, Coaching, Operations, Technical Support
• Be the voice of our customers: Provide feedback, surface partner needs, and help shape product improvements and process enhancements.
• Deeply understand and report out on customer health metrics, guiding initiatives and campaigns to support successful implementation and ongoing engagement
• Build scalable and repeatable customer‑success processes, templates, and workflows for scale and future growth.

Continuous Learning & Adaptability

• Rapidly learn and adopt new tools, processes, or technologies that support customer success, data tracking, and partner engagement.
• Be adaptable and proactive: manage shifting priorities, adjust to changing partner needs, and handle multiple complex tasks simultaneously without losing track.
• Embrace a growth mindset: continuously seek ways to improve partner experience, internal processes, and Clayful’s impact on student well‑being.

Who you are & the skills you possess

• Highly organized and able to manage multiple partners/projects at once — strong project‑management and prioritization skills is key.
• Strong experience in Customer Success, Account Management, or related roles preferably within education/EdTech or mental health.
• Proven track record managing end-to-end a portfolio of customers or accounts: onboarding, adoption, renewals, and expansion.
• A storyteller with outstanding communication and relationship‑building skills: able to engage stakeholders across different roles (administrators, educators, counselors, families).
• Strong analytical skills: comfortable working with quantitative and qualitative data, deriving insights, and making data-informed recommendations.
• Comfortable working cross-functionally with Product, Coaching, Marketing, Technical Support to align on partner needs and internal goals.
• Adaptable, proactive, curious — ready to learn new tools, adjust to change, and continuously improve.
• Passionate about student well‑being, mental health, equitable access, and making a difference in school communities

What Success Looks Like

• High partner satisfaction and retention.
• Consistent, increasing adoption across partner schools — measured by engagement metrics, coaching usage, and participation.
• Scalable, repeatable processes for onboarding, adoption, renewal, and expansion — reducing friction internally and externally.
• Strong internal partnerships: feedback loops with Product and Coaching lead to meaningful improvements informed by partner and student needs.

Culture Fit & Growth Mindset Attributes

We’re especially excited about candidates who:

• Embrace a “learning‑first” mindset — eager to learn new tools or systems, adapt quickly, and enjoy the process of mastering new skills.
• Are comfortable juggling multiple priorities, even when projects expand or evolve overnight. They employ clear organization, structure, and communication to keep things on track.
• Are proactive problem-solvers, anticipate partner needs, flag risks, and propose thoughtful solutions.
• Value collaboration and ownership: enjoy partnering across teams, and take responsibility for partner success.
• Care deeply about equity, access, and youth well‑being — motivated by meaningful impact, not just metrics.