Customer Success Manager, SMB/Scale Team

📋 Description

• Collaborate within a team to achieve onboarding, usage, and renewal objectives for your assigned districts.

• Lead project kickoffs, data integration, and training sessions to onboard new districts effectively.

• Evaluate usage, engagement, and outcome data to assess the health and necessary actions for each of your districts.

• Establish and nurture relationships with directors and executives at each of your districts.

• Facilitate the renewal process, including quotes, verbal approvals, and obtaining signatures for your districts.

• Gather and provide structured customer feedback to our Product Team during various customer interactions.

• Continuously identify and document the challenges and issues faced by our districts.

• Maintain up-to-date account records and notes in a CRM system such as SalesForce, Gainsight, or other customer success tools.

⛳️ Requirements

• Minimum of 3 years of professional experience.

• At least 1 year of experience in implementation and customer success within a SaaS company, preferably in the K12 or EdTech sector.

• Strong capability to manage multiple tasks and oversee a substantial portfolio of accounts.

• Experience working in a remote setting or the ability to do so.

• Excellent interpersonal skills.

• Project management expertise, including understanding task dependencies and managing task sequences.

• Maintain a positive attitude, especially in high-stress scenarios.

• Proactive, entrepreneurial mindset, with a readiness to take initiative in a fast-paced and dynamic environment, along with the ability to seek out the necessary information.

• Capability to secure renewals and explore expansion opportunities through multi-threading.

• Technical proficiency in Google Suite (Sheets, Slides, etc.) and Apple/Mac is required.

• Willingness to travel up to 10% of the time for customer meetings, training sessions, occasional conferences, and company offsite events.

🏝️ Benefits

• Comprehensive health care coverage for employees.

• 401K plan with company matching.

• Dental and vision insurance.

• Parental leave policy.

• Subsidized gym membership.

• Remote work stipend.

• Annual team offsite events.