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 


Qualifications
Basic 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

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