Customer Success Manager

Customer Success Manager – USA (Remote)

We are seeking a proactive, detail-oriented, and dedicated Customer Success Manager to join our team. The ideal candidate will be responsible for ensuring high customer engagement, successfully renewing existing contracts, and identifying opportunities for upsales. This role is pivotal in maintaining and enhancing customer satisfaction, retention, and growth.

CodeMonkey is an educational game-based environment where children learn to code in real programming languages. It provides parents and schools with the advantage of providing our youth with the opportunity to attain the most cutting-edge computer programming education. CodeMonkey also offers digital literacy and keyboarding courses to further prepare children to today digital world. We are a team of experts in technology, gaming and pedagogy aimed at delivering fun, educational content to millions of learners around the world. Join our team and use your talents and passion to help shape the future of tomorrow’s youth.

Responsibilities:

• Account Renewal: Lead the renewal process for all assigned accounts, ensuring timely and accurate contract renewals.
• Customer Engagement: Regularly engage with customers through various communication channels to understand their needs, gather feedback, set goals and ensure a high level of satisfaction. Monitor engagement metrics and develop strategies to ensure schools and or districts get the most out of their subscription..
• Onboarding: familiarize yourself with the product and its onboarding tools, i.e. rostering, in order to onboard clients efficiently.
• Upsell Opportunities: Identify and capitalize on opportunities to expand account services, products, grade levels, and schools.
• Achieve high knowledge of the product inside and out. You will often be called upon to provide technical support to customers or to provide training on the product.
• Be the customer advocate in CodeMonkey, gathering client feedback from surveys and conversations, and collaborate closely with the product and development teams to continue developing the product.
• Account Management: Maintain detailed records of account activity, preferences, and feedback. Utilize CRM systems to track customer interactions, manage workflows, and ensure all account information is up-to-date.
• Managing the company’s Customer Support efforts and providing needed feedback to the relevant teams, i.e. help center, troubleshooting online support etc.
• Attending and supporting CodeMonkey in promotional events. This could be in-person at conferences or virtually on webinars.

Requirements:

• At least 3 years of experience in K-12 SaaS account management or in assisting schools and teachers with digital Computer Science resources on behalf of a school district.
• Experience with Clever & ClassLink rostering & SSO integrations
• Tech-savvy with a passion to learn and demonstrate the product’s functionality and best practices.
• Experience working with CRM software and proficiency in Google Suite or similar tools.
• Great interpersonal and client service skills, multitasker, independent, who also knows how to collaborate with team members.
• Excellent communication and interpersonal skills, with a knack for building rapport with clients.
• Strong written and verbal communication skills.
• Extremely organized and detail-oriented
• Teaching experience or working in the educational system – advantage
• Experience with customer support methods and tools – advantage.
• Work schedule aligned with Eastern Standard Time – preferred

You’re a great fit for this position if you are passionate about improving education, building strong relationships, going the extra mile to solve problems creatively, and working on the forefront to use technology to improve education.