Customer Success Manager

About Us: Scrible is the leading platform for student research and writing, providing schools and educators with the tools to help students organize their research, write with clarity, and produce high-quality work. Our mission is to transform how students approach complex academic tasks and equip them with skills for college and career success. As we scale, we are looking for a results-driven and autonomous Customer Success Manager with experience in the ed-tech industry to help us expand our reach and impact.

Role Overview: We are seeking a customer-centric and highly motivated individual to join our Customer Success Team. The CSM is responsible for cultivating and maintaining strong relationships within assigned accounts. You will be responsible for ensuring high levels of customer satisfaction and demonstrating ROI, leading to strong renewals and growth opportunities. The CSM will work closely with our customers alongside Sales and Product Development teams to ensure services are delivered successfully.

Key Responsibilities:

• Account Management
  • Establish and maintain strong relationships with key customer contacts, understanding their needs and business objectives. Delight customers with a positive, customer focused attitude and proactive solutions to problems.
  • Monitor customer usage and provide support to ensure they are actively utilizing the full potential of our product.
  • Work to retain existing customers by ensuring their success, and identify opportunities to upsell or cross-sell additional products or services.
  • Maintain a revenue base by managing account retention and renewal, and drive upsell opportunities through increased product adoption and usage.
• Deliver Product Training
  • Guide new clients through the initial stages of using Scrible, ensuring they understand its features, benefits, and know-how to achieve their goals.
  • Become an expert in Scrible relatively quickly, enabling you to lead training and answer customer questions confidently.
  • Lead training and 1:1 support sessions for your assigned accounts.
  • Maintain and update async training resources such as knowledge base articles.
• Customer Communications
  • Create and send customer email campaigns, as well as bi-weekly newsletters.
  • Maintain open and transparent communication with clients, keeping them informed about product updates, new features, and any changes that may impact their business.
  • Collect and analyze customer feedback to identify areas for improvement and contribute to product development.
  • Work with internal teams like sales, marketing, and product development to ensure a cohesive customer experience.
• Customer Success Operations
  • Track key metrics related to customer satisfaction, adoption, and retention to identify trends and areas for improvement.
  • Maintain documentation of training materials and key customer success processes.

Must-Haves:

• Bachelor’s degree
• 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management, preferably in the ed-tech industry.
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in a startup. This will require wearing many hats, defining processes where there aren’t any, and adapting quickly to change.
• Excellent multitasking and project management skills
• Ability to run virtual and in person training sessions about software products
• Well-organized, with a high attention to detail and ability to prioritize
• Proficiency with Google suite

Nice-to-Haves:

• Previous experience as an educator (e.g., teacher, librarian, tech director).
• Experience with CRMs (e.g., Gainsight, Planhat, HubSpot, Zoho, etc.)

Why Join Us?

• Be a foundational member of our Customer Success team and a thought partner in shaping the company's Customer Success processes and strategy.
• Work with a passionate and collaborative team driving meaningful change in education.
• Enjoy a flexible work environment with opportunities to travel and engage directly with team members, customers and stakeholders.

Compensation:

• Competitive salary.
• Comprehensive benefits package: including health, dental, and vision insurance.
• Opportunities for professional growth and development.

How to Apply: Please submit your resume and a brief cover letter outlining your experience and why you’re the ideal candidate for this role. Applications can be submitted by email to jobs@scrible.com. Scrible, Inc. is an equal opportunity employer and we welcome candidates from all backgrounds to apply. We look forward to reviewing your application and potentially welcoming you to our team!