Director of Customer Success for SchoolMint in San Francisco, CA

Director of Customer Success

SchoolMint - San Francisco, CA - Full time

SchoolMint - San Francisco, CA - Full time

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Company Description

We are on a mission to improve the whole student journey and better connect schools with families.

The days of students defaulting to assigned neighborhood schools are a thing of the past. Families should be able to choose the school that is right for their children. Often times there are multiple options. Those options are not always known, much less understood.

SchoolMint is the leader in strategic enrollment management software for Pre-K-12 schools nationwide. Over 7,500 schools use our products to improve student enrollment, registration, application, lottery, and school choice for families.

At SchoolMint, we have a diverse, inclusive culture and work environment. SchoolMint is committed to equal employment opportunity regardless of race, ethnicity, color, ancestry, religion, gender identity or expression, sexual orientation, national origin, age, citizenship, marital status, disability, or Veteran status. If you have a disability or special need that requires accommodation, please let us know.

Founded in 2013, SchoolMint, along with Hero K12, is a subsidiary of EdTech Holdings (backed by BV Investment Partners).

Job Description

SchoolMint is an online enrollment and communications management platform used by over 1,500+ schools across the country. The West Coast Director of Customer Success will be responsible for managing the West Coast Customer Success team and ensuring schools and families have a happy and successful experience with SchoolMint. The position will oversee the entire customer lifecycle (onboarding, implementation, launch and continued support), and will work closely with Sales, Product, Engineering and Marketing to create a holistic and positive experience for our schools and families. Collaborating with the East Coast Director of Customer Success, the role will focus on creating efficient and scalable systems that will support the growth and trajectory of both the Customer Success team and our SchoolMint customers. Ultimately, the Director of Customer Success will ensure the Customer Success team is fully supported, and that our customers excel at using SchoolMint, providing prompt resolution to any issues our customers face.

Key Responsibilities

  • Grow and lead the Customer Success team, with a strong focus on employee professional development and growth
  • Develop scalable and standardized systems to increase efficiencies in the customer relationship management process
  • Oversee customer engagement and health, anticipate potential issues before they arise, and immediately remediate any situations
  • Analyze quantitative and qualitative data to understand customer needs and create new processes to support rapid growth

Qualifications

Basic Requirements

  • BA or BS degree or higher
  • 3+ years experience in a managerial role, building and leading the growth of a team
  • 2 - 3 years experience in a customer success role focused on implementing technology or SaaS solutions
  • Demonstrated ability to manage large, multi-stakeholder projects with exceptional results
  • Strong communication, presentation and negotiation skills, with the ability to inspire others and work on cross-functional teams to influence successful outcomes
  • Ability to understand complex technical issues and seamlessly translate those issues between the customer and product/engineering teams
  • Advanced proficiency with data and working in a database, including experience with Excel, SQL and JSON
  • Strong empathy for customers and passion for revenue and growth
  • Self-driven, persistent, and assertive
  • Enthusiastic lifelong learner
  • Our values resonate with you

Even Better

  • Knowledge of Pivotal Tracker, Salesforce, Totango and ZenDesk
  • Experience working with Student Information Systems such as Powerschool, Illuminate, Eschoolplus or Skyward
  • Experience in a startup environment
  • Education field experience and strong understanding of district and charter school enrollment policies
  • Background in technology

Additional Information

Benefits:

  • Educational Assistance Program
  • Commuter Benefits Program
  • Competitive PTO program & Paid Holidays
  • Medical, Dental, and Vision Benefits
  • FSA
  • 401k
  • Catered lunch in office
  • Well-stocked kitchen and beverages provided
  • Office near Market and 2nd, easily accessible to public transportation
  • Casual work environment with people that also know how to have fun!

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

SchoolMint

SchoolMint is the leader in strategic enrollment management software for Pre-K-12 schools nationwide. Over 7,500 schools use our products to improve student enrollment, registration, application, lottery, and school choice for families.

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