Customer Success Manager

Role Overview

• Manage and deepen relationships with a portfolio of K-12 customers, drive renewals, reduce churn, and increase customer satisfaction
• Oversee and support customer needs within a pooled model, ensuring equitable distribution of work and consistent service delivery across the team.
• Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
• Proactively understand customers’ needs and ensure they maximize engagement with their SchoolMint solution(s) by growing customer product usage and up-selling new features and related SEM offerings
• Work with customers to understand their strategic enrollment process and project goals, translate that process into a configuration plan for the SchoolMint software, and assist customers to successfully reach each milestone
• Support annual critical milestones from updating applications to refining processes to working with internal data and technical resources to update student data.
• Monitor customer health through data analysis of product use, support inquiries, NPS scoring, and other health criteria
• Facilitate internal QBRs to proactively mitigate risk and identify upsell/cross-sell opportunities
• Drive new business growth through advocacy and referrals
• Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
• Create, own, and execute key stakeholder trainings through product knowledge
• Collect and manage product feedback from customers to share with our product team and participate in conversations advocating for an improved customer experience
• Collaborate with team members across Support, Professional Services, Customer Success, Onboarding, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
• Contribute to team initiatives, including the creation of knowledge, processes and tools to improve the efficiency and productivity of SchoolMint customer success
• Collaborate with peers on best practice sharing and solutions
• Travel possibly required up to 25%

Requirements

• 2-3 years of experience in account management or CX roles at SaaS technology companies
• 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

Benefits

• Comprehensive Health Benefits: Medical, Dental, Vision, Employee Paid Life Insurance, and Disability Insurance.
• Generous PTO: Paid Time Off, Sick Days, Birthday Floating Holiday, Wellness Floating Holidays, Volunteer Day, and Winter Recess.
• 401(K): Including employer contribution after a 90-day waiting period.
• Professional Development: Educational Assistance Program, industry conference access, and internal training resources.
• Inclusive Culture: Work in a no-jerks-allowed environment where teamwork and creativity are central to our success.