Customer Success Manager

Swivl - Menlo Park, California or Remote - Full time

Swivl is a reflective tools company. We’re a passionate, distributed team of technologists, educators, and innovators committed to improving our education system to meet the present and future needs. Over 75,000 schools use our award-winning tools and we just launched a new product-category defining tool! We are a distributed team with offices in California, Warsaw, Poland, and Kiev, Ukraine.

The Customer Success Manager will collaborate with top-tier district customers to align their goals and our offerings to implement and integrate our products. They are flexible and enthusiastic about jumping in and solving various problems. They will partner closely with the Sales and Product teams to support customers and drive product adoption, ultimately resulting in cross-selling, expansion, and renewal.

The position can be remote but must be within the United States.

What you will do:

  • Build and nurture relationships with school and district leadership
  • Act on and synthesize client feedback to provide meaningful insights to cross-functional areas and senior management
  • Develop processes in identifying at-risk clients and work cross-functionally to mitigate client concerns and develop strategies resulting in increased retention and overall growth
  • Monitor, analyze, and report on usage trends
  • Cross-sell, expand, and renew
  • Strategize and plan with schools and districts to clarify, structure, design, and execute their goals for student and teacher reflection and growth
  • Develop and deliver engaging, interactive outreach for schools and districts
  • Work collaboratively with the Marketing team to build customer references, create case studies, and other materials to support our customers
  • Serve as the voice of the customer by surfacing key trends, insights, and solutions suggestions back to our product teams
  • Other duties as assigned

Who you are:

  • 5+ years experience in technology-related, customer success, or customer support roles.
  • Experience working in education - K12 or Higher Ed a plus
  • Startup mentality and grit, evidenced by a drive to succeed and an ability to navigate ambiguity in a fast-paced, high-growth environment
  • Diplomacy, tact, and poise under pressure when working through customer issues
  • Organized with strong multitasking skills.
  • Enjoys talking to customers, troubleshooting, and helping others achieve their goals.
  • Excellent technical skills and experience with online software, content/project management systems, and customer support platforms.
  • Desire to succeed in an open learning environment, remaining flexible and enthusiastic about experimenting with new methodologies, products, and approaches is crucial.

Swivl celebrates the diversity, equity & inclusion of our employees. We do not discriminate on the basis of age, race, color, national origin, ancestry, marital status, sex, sexual orientation, gender identity or expression, religion, veteran status, political affiliation, or any other protected characteristic.

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Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Swivl

Swivl is a reflective tools company. We’re a passionate technologists, educators, and innovators committed to improving our education system to meet the needs of the present and the future. 75,000 schools +use our award-winning tools and we are about to launch new product-category defining tools.
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