{"schemaVersion":"jobsearcher.job.v1","id":"35c739a465883ef3d625a41c","url":"https://jobsearcher.com/jobs/35c739a465883ef3d625a41c","canonicalUrl":"https://jobsearcher.com/jobs/35c739a465883ef3d625a41c","title":"Senior Customer Success Program Manager","description":"COMPANY PROFILE\nCode.org® is a nonprofit dedicated to expanding access to computer science in K-12 schools and increasing participation by young women and students from other underrepresented groups. Our vision is that every student in every school has the opportunity to learn computer science as part K-12. The leading provider of K-12 computer science solutions in the largest school districts in the United States, Code.org also created the annual Hour of Code campaign, which has engaged more than 15% of all students in the world!\nJOB SUMMARY\nCode.org is seeking a Customer Success Program Manager. You will be part of the team that crafts the website, tools and platform that provides the most popular K-12 Computer Science curriculum to students and educators around the world. Specifically, you will own the entire customer success experience using a variety of channels to connect 1:1 with our passionate teachers and help address their questions, resolve their issues, and hear their feedback about our offerings. You will act as the \"voice of the customer\" by identifying, synthesizing and championing needed new product initiatives and issues that need addressing from the perspective of customer success.\nDUTIES AND RESPONSIBILITIES\nIn this role, you will:\nConnect with teachers, administrators, and parents with questions on Code.org's offerings via 1:1 support and community forums\nContinue our standard for outstanding customer success experience - breaking the mold of preconceived notions on contacting support and what that entails for a user\nOversee and lead the day to day work of customer support staff, including potentially contractors\nCollect and synthesize feedback from our base of millions of teachers and students worldwide using a variety of proactive and reactive feedback sources\nAct as the \"voice of the customer\", advocating on behalf of teacher and student feedback in terms of what features we build, and what issues we address\nAs part of the Product team, collaborating closely with product managers to provide regular updates on \"Voice of Customer\" themes\nDefine the metrics for customer success at the organization, actively monitoring these success metrics and adjusting existing processes / crafting new processes to solve new and long-standing user-facing issues\nProactively anticipate future support needs with seasonal influxes of site traffic and new product launches\nIdentify critically important / showstopping issues reported by our users, and properly raise to engineering teams, along with tracking longstanding but non-urgent issues\nHelp refine our support team processes, ex. writing new \"stock answers\" through collaboration across teams (ex. Curriculum, Advocacy, Teacher Training, Marketing)\nDirect the writing of new walkthroughs accompanying new product launches - including for mass emails to millions of teachers\nHelp drive one of the biggest movements in K-12 / CS education!\nWe provide an encouraging environment that moves quickly, but also allows for experimentation and acknowledges that mistakes are part of the learning process.\nEXPERIENCE & QUALIFICATIONS\n\nWe seek candidates who have:\nA bachelors degree, and 3+ years of customer success / support experience\nExperience working with a support ticketing platform (e.g. Zendesk)\nPassion for helping others, and delighting our users with your compassion, elaborate accuracy, and timeliness of support\nExperience supervising the work and tasks of others\nKeen eye for content that could be deemed inappropriate / offensive / unsafe for classroom settings\nExcellent personalized communication skills to connect with teachers with a range of tech savvy know-how, and/or frustrated users wanting immediate assistance\nExcellent written communication skills to help organize, synthesize, and advocate for \"voice of customer\" features and issues to address\nAbility to \"see the forest for the trees\" and identify common denominators between seemingly unrelated issues, and find solutions to interconnected problems\nExperience using data to make decisions, particularly with user research\nWe prefer candidates who also have:\nBackground in writing / creative writing / storytelling (please send writing samples!)\nExperience working with UI/UX design\nTeaching or volunteering experience in K-12 classrooms\nWritten communication skills in other languages beyond English\nWork experience or skills at the ~12th grade level in any of the following programming languages: Javascript, Java, HTML/CSS\nIn addition, candidates must:\nBe a U.S. Citizen or Permanent Resident\nPass a pre-employment background check\nBe willing to travel a minimum of two times per year for team events\n\nWHAT IS THE INTERVIEW PROCESS LIKE?\nStep 1: Informational Interview / Technical Screening - learn more about the role and share your experience (~45 minutes)\nStep 2: Interviews with several members of the Code.org team (~ 4 hours)\nStep 3: Final Interview (1 hour)\nStep 4: Reference Checks\nAll interviews are currently being conducted virtually via Zoom\n\nTO APPLY\nOur team will review all applications on an ongoing basis and if we believe your qualifications would make a great fit, we'll contact you to schedule an informational interview.\nCOMPENSATION & BENEFITS PACKAGE\nThe expected salary range for this position is $90,000 - $100,000. The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, and skillset.\nWe also offer a comprehensive benefits package for full-time employees that includes:\nTechnology subsidy consistent with our Bring Your Own Device environment\nFlexible, engaging, and remote working environment\nPaid time off: 3 weeks vacation annually, sick leave, and 'winter break' office closure the two weeks that include Christmas and New Years\nMedical, dental and vision premiums paid at 100% for FT positions and their dependents\nOption to participate in 403b retirement plan\nAnnual professional development stipend\nThe opportunity to help students learn better and change the face of computer science\nA unifying approach in a divided world\nCode.org's global role in the K-12 computer science movement is only possible because we use a unifying approach across diverse and often divided stakeholders. At a time of increasing polarization, the idea of increasing opportunity for students unites people from across the political spectrum. Code.org's team members, students, teachers, and supporters have diverse and diverging view points, and they are all welcome in our mission. Read more.\nWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.","company":"Codeorg","rawCompany":"codeorg","city":"Remote","state":"OR","isRemote":false,"isActive":false,"createdAt":"2026-04-12T20:34:52.221Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"611710","title":"Educational Support Services","slug":"educational-support-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Senior Customer Success Program Manager","description":"COMPANY PROFILE\nCode.org® is a nonprofit dedicated to expanding access to computer science in K-12 schools and increasing participation by young women and students from other underrepresented groups. Our vision is that every student in every school has the opportunity to learn computer science as part K-12. The leading provider of K-12 computer science solutions in the largest school districts in the United States, Code.org also created the annual Hour of Code campaign, which has engaged more than 15% of all students in the world!\nJOB SUMMARY\nCode.org is seeking a Customer Success Program Manager. You will be part of the team that crafts the website, tools and platform that provides the most popular K-12 Computer Science curriculum to students and educators around the world. Specifically, you will own the entire customer success experience using a variety of channels to connect 1:1 with our passionate teachers and help address their questions, resolve their issues, and hear their feedback about our offerings. You will act as the \"voice of the customer\" by identifying, synthesizing and championing needed new product initiatives and issues that need addressing from the perspective of customer success.\nDUTIES AND RESPONSIBILITIES\nIn this role, you will:\nConnect with teachers, administrators, and parents with questions on Code.org's offerings via 1:1 support and community forums\nContinue our standard for outstanding customer success experience - breaking the mold of preconceived notions on contacting support and what that entails for a user\nOversee and lead the day to day work of customer support staff, including potentially contractors\nCollect and synthesize feedback from our base of millions of teachers and students worldwide using a variety of proactive and reactive feedback sources\nAct as the \"voice of the customer\", advocating on behalf of teacher and student feedback in terms of what features we build, and what issues we address\nAs part of the Product team, collaborating closely with product managers to provide regular updates on \"Voice of Customer\" themes\nDefine the metrics for customer success at the organization, actively monitoring these success metrics and adjusting existing processes / crafting new processes to solve new and long-standing user-facing issues\nProactively anticipate future support needs with seasonal influxes of site traffic and new product launches\nIdentify critically important / showstopping issues reported by our users, and properly raise to engineering teams, along with tracking longstanding but non-urgent issues\nHelp refine our support team processes, ex. writing new \"stock answers\" through collaboration across teams (ex. Curriculum, Advocacy, Teacher Training, Marketing)\nDirect the writing of new walkthroughs accompanying new product launches - including for mass emails to millions of teachers\nHelp drive one of the biggest movements in K-12 / CS education!\nWe provide an encouraging environment that moves quickly, but also allows for experimentation and acknowledges that mistakes are part of the learning process.\nEXPERIENCE & QUALIFICATIONS\n\nWe seek candidates who have:\nA bachelors degree, and 3+ years of customer success / support experience\nExperience working with a support ticketing platform (e.g. Zendesk)\nPassion for helping others, and delighting our users with your compassion, elaborate accuracy, and timeliness of support\nExperience supervising the work and tasks of others\nKeen eye for content that could be deemed inappropriate / offensive / unsafe for classroom settings\nExcellent personalized communication skills to connect with teachers with a range of tech savvy know-how, and/or frustrated users wanting immediate assistance\nExcellent written communication skills to help organize, synthesize, and advocate for \"voice of customer\" features and issues to address\nAbility to \"see the forest for the trees\" and identify common denominators between seemingly unrelated issues, and find solutions to interconnected problems\nExperience using data to make decisions, particularly with user research\nWe prefer candidates who also have:\nBackground in writing / creative writing / storytelling (please send writing samples!)\nExperience working with UI/UX design\nTeaching or volunteering experience in K-12 classrooms\nWritten communication skills in other languages beyond English\nWork experience or skills at the ~12th grade level in any of the following programming languages: Javascript, Java, HTML/CSS\nIn addition, candidates must:\nBe a U.S. Citizen or Permanent Resident\nPass a pre-employment background check\nBe willing to travel a minimum of two times per year for team events\n\nWHAT IS THE INTERVIEW PROCESS LIKE?\nStep 1: Informational Interview / Technical Screening - learn more about the role and share your experience (~45 minutes)\nStep 2: Interviews with several members of the Code.org team (~ 4 hours)\nStep 3: Final Interview (1 hour)\nStep 4: Reference Checks\nAll interviews are currently being conducted virtually via Zoom\n\nTO APPLY\nOur team will review all applications on an ongoing basis and if we believe your qualifications would make a great fit, we'll contact you to schedule an informational interview.\nCOMPENSATION & BENEFITS PACKAGE\nThe expected salary range for this position is $90,000 - $100,000. The actual offer will be at the company's sole discretion and determined by relevant business considerations, including the final candidate's qualifications, years of experience, and skillset.\nWe also offer a comprehensive benefits package for full-time employees that includes:\nTechnology subsidy consistent with our Bring Your Own Device environment\nFlexible, engaging, and remote working environment\nPaid time off: 3 weeks vacation annually, sick leave, and 'winter break' office closure the two weeks that include Christmas and New Years\nMedical, dental and vision premiums paid at 100% for FT positions and their dependents\nOption to participate in 403b retirement plan\nAnnual professional development stipend\nThe opportunity to help students learn better and change the face of computer science\nA unifying approach in a divided world\nCode.org's global role in the K-12 computer science movement is only possible because we use a unifying approach across diverse and often divided stakeholders. At a time of increasing polarization, the idea of increasing opportunity for students unites people from across the political spectrum. Code.org's team members, students, teachers, and supporters have diverse and diverging view points, and they are all welcome in our mission. Read more.\nWe are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.","datePosted":"2026-04-12T20:34:52.221Z","dateModified":"2026-04-12T20:34:52.221Z","hiringOrganization":{"@type":"Organization","name":"Codeorg","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Remote","addressRegion":"OR","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"35c739a465883ef3d625a41c"},"url":"https://jobsearcher.com/jobs/35c739a465883ef3d625a41c"}}