Ignite Reading

Customer Success Manager

• Support successful implementation of Ignite Reading’s one-to-one virtual tutoring program across a portfolio of district and school partners
• Lead district and school onboarding, including project planning, onboarding meetings, best-practice sharing, webinars, virtual small-group meetings, and Knowledge Base content
• Collaborate with Partnerships, Academics, Customer Experience, Product, and Data teams to ensure smooth transitions and a high-quality customer experience
• Track KPIs including first-day attendance, on-time launch, renewal rate, and expansion seats
• Maintain complete and accurate data in Ignite Reading systems and HubSpot, including renewal and expansion pipeline data
• Serve as the primary day-to-day contact for school and district leaders
• Build partner relationships and provide responsive support
• Lead impact meetings and check-ins aligned with partner goals and student outcomes
• Use AI systems to automate attendance communications, reminders, personalized follow-ups, analytics, and broader client outreach
• Own renewals from readiness conversations through signed agreements
• Identify and close in-year expansion opportunities involving students, grades, or schools
• Identify renewal risks and lead mitigation plans
• Monitor student progress using dashboards and data
• Collaborate with Academic and Tutor Operations teams to address instructional concerns
• Analyze survey, partner feedback, attendance, implementation, and student progress data
• Recommend targeted literacy resources and instructional strategies to build reading automaticity
• Tailor data reviews and consultative meetings for teachers, interventionists, district leaders, and funders
• Document and share implementation best practices and success stories
• Support scalable partner-facing resources and tools
• Participate in internal learning experiences and develop instructional and partnership expertise

Literacy Success Partner

Associate

• Manage assigned internal help desk requests from intake through resolution
• Troubleshoot routine account, access, application, device, and systems issues
• Research unfamiliar issues using documentation and vendor resources
• Communicate with requesters, document work, and close resolved requests
• Escalate complex, sensitive, or policy-related issues
• Develop and maintain IT resources, guides, and documentation
• Provide frontline support for HubSpot and connected tools
• Support CRM data hygiene, documentation, process consistency, user audits, and permissions reviews
• Complete onboarding, offboarding, and access changes across company systems
• Provision, modify, and remove routine user accounts and permissions
• Maintain systems records and documentation for IT, HR, security, and compliance
• Conduct recurring permissions, access-level, and configuration reviews
• Complete assigned security and compliance activities
• Develop training materials and provide onboarding and refresher training
• Execute IT & Systems projects and implement small-scale workflow enhancements and automations
• Identify improvements to support processes, documentation, and workflows
• Leverage AI models to automate repetitive systems and workflow tasks
• Explore generative AI use cases in HubSpot
• Implement AI-assisted CRM data hygiene processes
• Build microlearning for effective AI tool usage
• Report to the Director, IT and Systems

Literacy Success Partner

Systems Associate