Manager, Customer Success

SchoolMint - San Francisco, California - Full time

The Customer Success team ensures that school districts, CMOs, and families have a happy and successful experience utilizing SchoolMint products. As a player-coach, the Manager, Customer Success will support a portfolio of enterprise customers (large districts & CMOs) and serve as a people manager mentor team members and advise clients to successful value realization of SchoolMint products. This role will report to our Director of Customer Success.

Customer Success Account Management

  • Support a portfolio of enterprise clients as their strategic Customer Success Manager in using and fully adopting their SchoolMint software
  • Provide coaching on the product, refining and growing their solution
  • Ensure our clients realize their ROI of their SchoolMint technology
  • Monitor customer health through data analysis of product use, support inquiries, NPS scoring and other health criteria
  • Drive new business growth through advocacy and referrals
  • Discover and create additional new opportunities within existing accounts
  • Negotiate contractual terms with existing/renewing clients
  • Accurately forecast monthly and quarterly renewals
  • Develop a deep understanding of a client’s business requirements, challenges, SchoolMint solution and set-up to support annual academic milestones from updating applications to refining processes to working with internal data and technical resources to update student data.
  • Serve as the primary interface with customers to manage and resolve any critical situations
  • Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
  • Create, own, and execute end-user trainings & new feature demos

People & Process Management

  • Motivate and create an environment where Customer Success Specialists thrive and delight customers
  • Manage the day-to-day activities of our Customer Success Specialists, while leading the team’s continued professional development
  • Must be comfortable working with a remote team.
  • Act as a point of escalation for clients of Customer Success Specialists
  • Set expectations on performance and give feedback to Customer Success Specialists. Manage out underperformers.
  • Work with leadership on core process development and continuous improvement of Customer Success tools to support team scalability.
  • Lead the adoption of SchoolMint’s Customer Success principles, standards and tools to drive successful customer interactions, including our Customer Success Platform
  • Participate in the recruitment new Customer Success team members

QualificationsBasic Requirements:

  • BA or BS degree or higher
  • 3-5 years experience in customer success management role at a technology company
  • 2-3 years of management experience
  • Experience developing strategies to increase the adoption of technology solutions
  • Passion for improving education
  • Strong communication, presentation and negotiation skills, with the ability to inspire others
  • Analytical and process-oriented mindset
  • Demonstrated ability to manage large, multi-stakeholder projects with exceptional results
  • Self-driven, persistent, and assertive
  • Enthusiastic lifelong learner
  • Strong empathy for customers and passion for revenue and growth
  • Excellent organizational and time management skills
  • Technical aptitude with a solid understanding of technology and how a product works

Even Better:

  • Experience with training and/or configuring SAAS software solutions
  • Experience in a startup or technology environment
  • Education field experience or operations experience working in a public school
  • Knowledge of Pivotal Tracker, Totango, ZenDesk and/or Salesforce

Benefits

  • Medical, Dental, and Vision Insurance
  • Employee Paid Life Insurance, Short Term & Long Term Disability
  • PTO (15 days), Sick Days (5 days), Birthday Floating Holiday, Floating Holiday, Volunteer Day, and Company Observed Holidays
  • 401k (with a 90-day waiting period)
  • Commuter Benefits and FSA
  • Educational Assistance Program
  • Conferences and Meet-ups
  • Lunch Program (catered lunch Monday-Thursday)

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

SchoolMint

We build tools that make educators more efficient. That put the student experience first. That are supported by an experienced team. And that build a brighter future for our nation's schools.

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