Jacob Edington, M.A.Ed

CEO

Kansas City, Missouri, United States11 yrs 3 mos experience

AI Enabled

Key Highlights

Led customer success initiatives for 200+ K-12 partners.
Achieved 100% customer satisfaction with innovative tools.
Designed scalable onboarding processes for diverse environments.

Stackforce AI infers this person is a Customer Success leader in the EdTech and SaaS industries.

Contact

Skills

Core Skills

Customer SuccessCrm ManagementAccount ManagementProcess ImprovementB2b SaasInternational EducationProgram Management

Other Skills

OnboardingCommunicationCRMHubSpotCustomer SupportAI ToolsTrainingCollaborationCustomer EngagementUser ExperienceKPI ManagementCustomer TrainingEDI IntegrationStudy Abroad ProgramsSaaS Management

About

Innovative Customer Success leader at the intersection of education and technology, currently driving growth and adoption at Flint - a fast-scaling AI platform reshaping how schools safely use AI in the classroom. With a background spanning higher education, EdTech, and B2B SaaS, I specialize in building systems that scale, from designing customer journeys in HubSpot to launching tools that streamline onboarding, retention, and support. At Flint, I bridge the gap between Sales, CS and Product by advocating customer insights directly into our roadmap and improving backend workflows that impact both user experience and internal efficiency. My work is rooted in empathy, strategy, and a deep understanding of education systems. Whether it’s empowering schools to maximize Flint, mentoring teams, or collaborating cross-functionally to deliver new features, I’m focused on solutions that create measurable impact and long-term value.

Experience

11 yrs 3 mos

Total Experience

1 yr 6 mos

Average Tenure

1 yr

Current Experience

Flint

Head of Customer Success

Apr 2025 – Present · 1 yr · Remote

Serve as the primary point of contact for 200+ K–12 school partners across the globe, ensuring seamless onboarding, consistent communication, and long-term satisfaction with Flint’s AI-powered learning platform.
Managing high-impact relationships - including enterprise level education consortiums - and aligning implementation across multi-school systems with complex needs.
Develop scalable onboarding and support materials to help schools integrate Flint effectively, particularly in low-support or remote environments.
Monitor product engagement metrics and user behavior to identify at-risk accounts and deploy targeted strategies to maximize retention and adoption.
Own all customer support responsibilities, serving as the go-to person for resolving educator and admin inquiries with speed, empathy, and product expertise to surface school-specific insights that influence product innovation and overall service delivery.
Built and actively manage a fully customized CRM in HubSpot - including lifecycle stages, pipelines, and internal documentation - to support GTM operations and a high-touch Customer Success strategy.
Lead all customer finance operations including invoicing, fee collection, ARR tracking, and forecasting renewals.

Customer SuccessOnboardingCommunicationCRMHubSpotCustomer Support+1

Transfr

Customer Success Manager

Oct 2022 – Apr 2025 · 2 yrs 6 mos · Remote

Driving innovation at Transfr by conceptualizing and leading the rollout of an AI-powered Curricular Mapping Tool in collaboration with the product team, enhancing curriculum alignment and customer engagement
Pioneered Transfr's first marketable ecosystem, connecting key stakeholders and earning award nominations for our customers' successes.
Manage 88 accounts with a $3M+ book of business across various industries, achieving a 100% customer satisfaction rate, a collective NPS score of 9.3, and upselling $254K in 2024.
Serve as the sole CSM for all Labor Unions, collaborating with internal teams to identify future training needs, including OSHA and VTF initiatives.
Trained over 300 customers, averaging a 4.65/5 satisfaction score across all sessions, driving excellence in adoption and engagement.
Collaborate cross-functionally to resolve customer pain points, streamline internal processes, and identify new revenue-generating opportunities.
Optimized client satisfaction through strategic account management, consultative conversations, and right-sizing accounts to reduce churn.
Developed CTE Month materials and delivered a high-impact presentation at our company kickoff, significantly enhancing customer engagement efforts.

Customer SuccessAI ToolsAccount ManagementTrainingCollaboration

Hicounselor

2 roles

Senior Customer Success Manager

Promoted

Jun 2022 – Oct 2022 · 4 mos

Successfully promoted to manage the Customer Success Team within a year, leading cross-functional operations to improve candidate and customer success outcomes.
Spearheaded process improvements that enhanced frontend user experience and backend efficiency by coordinating software implementation in a startup environment.
Proactively supported and managed a caseload of 60+ candidates, tracking progress and exceeding KPIs in onboarding, candidate status updates, and job placements.
Moderated virtual job fairs with 1,000+ attendees and hosted weekly information sessions to drive candidate engagement and recruitment success.

Customer SuccessProcess ImprovementUser ExperienceKPI Management

Customer Success Manager

Sep 2021 – Jun 2022 · 9 mos

Ecutopia, a truecommerce company

Customer Account Representative

Apr 2021 – Sep 2021 · 5 mos · Remote

Managed the implementation of enterprise-level retailer and vendor connections through a B2B SaaS platform, facilitating seamless EDI integration for logistics in the furniture industry.
Trained customers on the web platform's features, creating and testing scenarios to ensure system mastery and operational efficiency.
Collaborated with the development team to identify, test, and resolve SaaS and EDI issues, providing clear communication and quality assurance to enterprise clients.
Served as the primary B2B contact for establishing customer pipelines and fostering long-term relationships with large-scale enterprise accounts.

B2B SaaSCustomer TrainingEDI IntegrationCustomer Success

California state university, chico

Study Abroad & International Exchange Advisor

Mar 2018 – Apr 2021 · 3 yrs 1 mo · Chico, California

Designed and implemented a CSU-wide General Education model for study abroad, approved for replication across 23 campuses.
Managed Terra Dotta SaaS systems, improving user experience, GDPR compliance, and reporting capabilities for J-1 scholars.
Supported 143 students across 44 global programs during pandemic repatriations, ensuring their safety and adherence to U.S. immigration regulations.
Increased year-long program participation by 59% in the first year and 25% in the second, maintaining top 10 status for CSU, Chico.
Recognized by the National Student Exchange for a 166% participation increase in program coordination.
Recruited, trained, and supervised 15–25 student assistants and interns each semester.
Created innovative marketing solutions, including podcasts, Takeover Tuesdays, and virtual curriculum-based materials, to enhance recruitment.

Study Abroad ProgramsSaaS ManagementMarketing SolutionsInternational EducationProgram Management