Brazil Customer Success Manager

About Khan Academy

Khan Academy is a fast-paced, nonprofit organization with a mission to deliver a free, world-class education to anyone, anywhere. Our proven learning platform offers free, high-quality supplemental learning content and practice that cover Pre-K-12th grade and early college core academic subjects, focusing on math and science. We have over 155 million registered learners in 190 countries and 51 languages and are committed to improving learning outcomes for students worldwide, focusing on learners in historically under-resourced communities.

Our Community

Our students, teachers, and parents come from all walks of life, and so do we. Our team includes people from academia, traditional/non-traditional education, big tech companies, and tiny startups. We hire great people from diverse backgrounds and experiences because it makes our company stronger. We value diversity, equity, inclusion, and belonging as necessary to achieve our mission and impact the communities we serve. We know that transforming education starts in-house with learning about ourselves and our colleagues. We strive to be world-class in investing in our people and commit to developing you as a professional.

Khan Academy Brazil

Khan Academy Brazil aims to deliver a world-class user experience to learners that is locally relevant with content, programs, and resources for teachers, schools, and districts. Our platform is a supplemental educational digital resource that offers interactive activities based on mastery-based learning for K-12 grades covering Math, Portuguese, and Science, all aligned to BNCC. We serve more than 6 million learners across our websites, apps, and YouTube channels, and our goal is to scale the impact of our platform by focusing on partnerships with public districts in Brazil.

About the Role

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

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 and 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 and facilitating change management within systems to boost effective usage and satisfaction with Khan Academy's products and content
• Use internal tools with fidelity and identify opportunities to improve usage over time
• Drive improvements to school success playbooks over time by testing new ideas, measuring results, and collaborating closely with members across Khan Academy Brasil

About You

We are looking for someone with:

• 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
• Outstanding communication skills, in multiple formats, including email, written documents, digital presentations, and verbal conversations
• Advanced collaboration skills – you can work with multiple teams simultaneously and know how to coordinate dependencies between them without needing formal authority
• Project management and prioritization experience and the ability to reliably execute and support dozens of school accounts simultaneously and 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, and 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

Learn More

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Our team:

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Our Company Values

We live and breathe learners. We deeply understand and empathize with our users. We leverage user insights, research, and experience to build content, products, services, and experiences that our users trust and love. Our success is defined by the success of our learners and educators.

We take a stand. As a company, we have conviction in our aspirational point of view of how education will evolve. The work we do is in service to moving towards that point of view. However, we also listen, learn, and flex in the face of new data, and commit to evolving this point of view as the industry and our users evolve.

We embrace diverse perspectives. We are a diverse community. We seek out and embrace a diversity of voices, perspectives, and life experiences leading to stronger, more inclusive teams and better outcomes. As individuals, we are committed to bringing up tough topics and leaning into different points of view with curiosity. We actively listen, learn, and collaborate to gain a shared understanding. When a decision is made, we commit to moving forward as a united team.

We work responsibly and sustainably. We understand that achieving our audacious mission is a marathon, so we set realistic timelines and focus on delivery that also links to the bigger picture. As a non-profit, we are supported by the generosity of donors as well as strategic partners, and understand our responsibility to our finite resources. We spend every dollar as though it were our own. We are responsible for the impact we have on the world and to each other. We ensure our team and company stay healthy and financially sustainable.

We bring out the joy. We are committed to making learning a joyful process. This informs what we build for our users and the culture we co-create with our teammates, partners, and donors.

We cultivate a learning mindset. We believe in the power of growth for learners and for ourselves. We constantly learn and teach to improve our offerings, ourselves, and our organization. We learn from our mistakes and aren't afraid to fail. We don't let past failures or successes stop us from taking future bold action and achieving our goals.

We deliver wow. We insist on high standards and deliver delightful, effective end-to-end experiences that our users can rely on. We choose to focus on fewer things – each of which aligns to our ambitious vision – so we can deliver high-quality experiences that accelerate positive measurable learning with our strategic partners.

How to Apply

Please attach your resume or LinkedIn URL in the space provided below. Please address the below-mentioned task and attach your response in the space provided below.

Task: Describe one challenge you have faced while managing a distressed customer, your solution, and the results achieved. Please limit it to a one-pager.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, gender, gender identity or expression, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We value diversity, equity, and inclusion, and we encourage candidates from historically underrepresented groups to apply.

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