SchoolMint - Customer Success Manager
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Responsibilities
• 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% • 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 • Even Better: • Associate Project Manager, PMP®, or similar certification • Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus • Bachelor's degree • Subject matter expertise in education technology • Salesforce, Planhat, and/or similar CRM and Customer Success platform experience
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. • Generous PTO: • 401(K): Including employer contribution after a 90-day waiting period. • 401(K): • Professional Development: Educational Assistance Program, industry conference access, and internal training resources. • Professional Development: • Inclusive Culture: Work in a no-jerks-allowed environment where teamwork and creativity are central to our success. • Inclusive Culture:
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