Customer Success Manager at SchoolMint

| East Bay
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Company Description

SchoolMint is the leading SaaS platform driven by our mission to help educators create bright, more sustainable futures. We offer powerful products that help schools run smarter enrollment management and student behavior management. 

We are a fast-growing and established EdTech company rooted strongly in our core values: No Jerks, Period; We, Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change. We take these seriously. At SchoolMint we live what we preach and embody values that empower us to delight our customers with award-winning products and top-notch customer service

This position is only temporarily remote due to COVID.

Job Description 

The Customer Success Manager is an integral role within the organization working closely with Implementation, Support, Sales and Operations. The Customer Success Manager is responsible for client relationship building, understanding client goals and objectives, corporate communication of account status, with client escalations, and ensuring client revenue, retention and growth. The Customer Success Manager will anticipate and communicate customer needs and identify barriers while prioritizing organizational goals and initiatives.

What You Will Do

  • Own overall relationship with assigned clients during full life cycle of client relationship from implementation, to add-on and extension of contracts, to daily customer support KPI measurements
  • Build and maintain strong client relationships that allow for open communication and trust
  • Give strategic demonstrations and product overviews related to specific features or use cases that are relevant to the customer
  • Provide continuing education for customers to maximize product usage, identifying new or unused features that could provide value for your customer and represent an upsell opportunity for SchoolMint
  • Be accountable for the success of the customer journey for your portfolio accounts as measured by both the health score and gross revenue retention and expansion for each account
  • Analyze key metrics of customer usage and identify opportunities for improvement
  • Build relationships with multiple departments to coordinate customer needs and resolve outstanding issues
  • Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
  • Some travel (nationwide) is required for onsite customer visits for key deployment projects, training sessions and/or any other special circumstances that require an onsite presence.

About You

  • 5+ years of software/B2B customer success, project management or related experience
  • Strong project management background in a customer relations/ account management environment using a consultative approach.
  • Self-motivated, proactive team player with innovative ideas to drive customer loyalty and retention.
  • Demonstrated success in managing enterprise-wide deployment and training to individuals, groups, organizations, schools or districts
  • Superior follow-through. Build trust and credibility with customers by consistently delivering answers and/or resources on-time
  • Comfortable presenting and running online customer meetings to all levels of an organization
  • Strong analytic and strategic thinking required – be able to take customer concerns and orchestrate resources and tactics to address them
  • Experience using Microsoft Office or GSuite, CRM familiarity (Gainsight, Totango and Salesforce), and audio/web conferencing (Slack, Zoom, etc) required. Experience with ZenDesk and JIRA a plus.
  • Preferably, having experience and/or the ability to comfortably discuss student behavior management methodologies and best practices to all levels of stakeholders within a school environment such as faculty, school leadership and district-level personnel. (Bonus)
  • K-12 classroom experience (Bonus)

Some Awesome Perks

  • 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)
  • Flexible Spending Account (FSA) and Dependent Care Account (DCA)
  • Commuter Benefits 
  • Educational Assistance Program
  • Conferences and Meet-ups
  • Professional Development

This is an exciting full-time position in our new HQ in Lafayette, LA though temporarily remote due to COVID. We offer competitive compensation, comprehensive benefits and a flexible work environment. 

More Information on SchoolMint
SchoolMint operates in the Edtech industry. The company is located in Lafayette, LA. SchoolMint was founded in 2013. It has 144 total employees. It offers perks and benefits such as Flexible Spending Account (FSA), Disability Insurance, Dental Benefits, Vision Benefits, Health Insurance Benefits and 401(K). To see all 8 open jobs at SchoolMint, click here.
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