Customer Success Manager

Boclips - Remote - Full time

About Boclips

We are the small but mighty British edtech startup that’s evolving the way video is used in classrooms across the US, Middle East and Asia. We have the world’s largest collection of educationally relevant short-form videos from partners including YouTube, Minute Earth, The Smithsonian, TED Ed and The Wall St Journal. The Boclips video platform allows teachers and to easily find and use engaging content that brings lessons to life - in a safe ad-free platform.

The Role

This is our first Customer Success hire at Boclips. It’s exciting and and a very pivotal role. You will be part of a small, dedicated and distributed team across America which covers sales, marketing and community.

We are looking for a Customer Success Manager who can work side by side with sales in making sure school district partnerships are set up and are run smoothly and efficiently. At the start, you’ll need to wear a few hats. Running pilots, onboarding districts and teacher users and over time the role will develop into strategic relationship management of districts as they become Boclips customers. Overall your objective will be to ensure districts have what they need to be successful on Boclips.

Alongside our Regional Director, School Districts, you’ll be directly responsible for playing a key role in building scalable solutions and processes and delivering an overall seamless experience for users.

The Responsibilities

Onboarding Customers

  • Onboard new customers (school districts) and provide resources to help them navigate the Boclips for Teachers platform
  • You’ll also create on-demand training and support content, including; training webinars, presentations and other documents.
  • You'll be exciting them about our content, product features and how to make the most of our platform.
  • You’ll introduce our customers to best practices and ensure they can self-serve.

Product Development

  • Be the voice of the user. Championing their interests with an expert-level understanding of the functional and technical features of our continually evolving and improving software platform.
  • You’ll identify key themes that will drive continuous product improvement and the Boclips user experience.
  • You’ll work closely with our product team in communicating the iterations needed on the platform as a result of customer feedback

Account Management

  • Manage the key district stakeholders throughout the customer lifecycle and be the point of contact for any matters specific to assigned accounts post onboarding.
  • Identify, track and analyze potential issues that may impact retention and renewals.
  • Customer health metrics will be your north star. Understanding platform engagement and logins and using these metrics to proactively manage our district partners.

Experience, skills, qualities

  • You’ve worked in Customer Success for a education focused SaaS business.
  • Knowledge of school districts and their issues, goals, processes and the products in their world will make the conversations flow a lot more easily.
  • You have some experience of a high-growth company
  • You are a natural communicator and collaborator which means you can facilitate challenging conversations with empathy and a focus on what’s best for the user and customer.
  • You have a service mindset and are driven by your customers achieving their goals.
  • You are a problem solver and process thinker
  • Kindness and humility are important to us at Boclips.

Compensation & Benefits

  • $60 - 70,000 base
  • Bonus plan
  • Share Options
  • Dental, Vision and Medical benefits
  • Life Assurance
  • 25 days PTO
  • Professional Development budget of $2000 per year
  • Some travel (US and UK)
  • Stipend for membership to co-working space (remote worker position)
  • Location - preferably North East US or EST time zone.

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Boclips

At Boclips, we find and curate the best educational videos for teachers and educators and make it safe and simple for them to use them in the classroom.

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