Customer Success Coach

Summary: Navigate360 is seeking a Customer Success Coach to support K–12 school and SMB commercial accounts in maximizing the value of our SaaS school program solutions. This role is critical in ensuring that business and school leaders, educators, and staff effectively onboard, adopt, and fully realize the benefits of our products. The Customer Success Coach builds relationships and serves as a strategic partner focused on student outcomes, school safety, and solution impact.

Duties / Responsibilities:

Customer Onboarding & Implementation

• Partner with Implementation Consultants to ensure alignment with solution goals and readiness.
• Integrate seamlessly into the Implementation journey to support a high-quality onboarding experience.
• Facilitate knowledge transfer and foundational training that leads to early success and confidence in the platform.

Adoption, Engagement & Value Realization

• Serve as the primary post-sale relationship owner, working in collaboration with Implementation and Account Management teams.
• Monitor product usage patterns, engagement levels, and support data-informed health scoring.
• Develop and execute tailored adoption strategies for schools and commercial accounts based on their goals, usage trends, and stakeholder readiness.
• Provide proactive, value-added outreach through best practices, success stories, and feature education.
• Function as a trusted advisor, helping customers map Navigate360’s solutions to their strategic safety, behavioral, and culture-building goals.
• Act as solution expert alongside internal subject matter experts to ensure deep product knowledge is delivered effectively at all levels of user base.

Revenue Retention & Growth

• Partner closely with the Account Manager to support renewal conversations and long-term account planning.
• Contribute to revenue retention by ensuring product value is consistently demonstrated and aligned to district priorities.
• Identify and surface cross-sell or upsell opportunities based on observed product usage, customer needs, and solution gaps.
• Influence expansion and pilot opportunities by capturing customer success stories, outcomes, and unmet needs.
• Help drive loyalty and advocacy by identifying, creating, and nurturing highly engaged customers.

Proactive Risk Management & Resolution

• Identify and respond to risk factors such as low adoption, user turnover, or technical barriers.
• Serve as the primary internal advocate for customer needs, working cross-functionally with Product, Implementation, Tech Support, Marketing, SMEs and Sales.
• Escalate concerns with data-driven insights and coordinate a resolution plan to stabilize and strengthen the customer relationship.
• Other duties as assigned