Customer Success Manager, SMB / Scale Team

Summary

SchooLinks is expanding its Customer Success Team to support new customers. The Customer Success Manager will manage a portfolio of smaller school districts by driving engagement, usage, outcomes, renewals, customer relationships, and product feedback through data-informed strategy and strong organization.

Responsibilities

• Work in a collaborative team to meet engagement, usage, and renewal targets for your portfolio of districts
• Assess usage, engagement, and outcome data to determine health and action needed at each of your districts
• Build and maintain director and executive level relationships at each of your districts
• Facilitate renewal process (quote, verbal approval, signature) for your districts
• Provide well-structured customer feedback to our Product Team, collected during the various customer engagements
• Continuously define, document problems and challenges faced by our districts
• Keep account records and notes updated in a CRM such as SalesForce, Gainsight or other CS tools

Skills

• * 3+ Years Professional Experience
• * 1+ years experience in implementation and customer success for a SaaS company (ideally in the K12 or EdTech industry)
• * Strong ability to multi-task and manage a large book of business
• * Experience or Ability to work in a remote environment
• * Strong interpersonal skills
• * Project management skills (understand task dependencies/sequence and manage of tasks)
• * Positive attitude - you can stay optimistic in high stress situations
• * Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it
• * Ability to close renewal and multi-thread to discover expansion opportunities
• * Technical Abilities: Google Suite (Sheets, Slides, Etc) & Apple/Mac Required
• * Ability to Travel 10% of the time to customer meetings, trainings, occasional conferences and company offsite events **(This is mostly during back to school season, August - October).**

Qualifications

Must Haves

• * 3+ Years Professional Experience
• * 1+ years experience in implementation and customer success for a SaaS company (ideally in the K12 or EdTech industry)
• * Strong ability to multi-task and manage a large book of business
• * Experience or Ability to work in a remote environment
• * Strong interpersonal skills
• * Project management skills (understand task dependencies/sequence and manage of tasks)
• * Positive attitude - you can stay optimistic in high stress situations
• * Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment — you know when and how to find the right information when you need it
• * Ability to close renewal and multi-thread to discover expansion opportunities
• * Technical Abilities: Google Suite (Sheets, Slides, Etc) & Apple/Mac Required
• * Ability to Travel 10% of the time to customer meetings, trainings, occasional conferences and company offsite events **(This is mostly during back to school season, August - October).**

Benefits

• 100% health care coverage for Employee
• 401K with company matching
• Dental & Vision
• Parental Leave
• Subsidized gym membership
• Remote work stipend
• Annual team offsite
• Remote work