Customer Success Manager

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

The Role

SchoolMint is actively looking for a Customer Success Manager to join our Customer Success team. The role reports to the Manager of Customer Success.

The Customer Success Manager will join the Customer Success team in executing SchoolMint's Customer Success and Partnership Development strategies in order to meet customer needs, increase customer usage of and capacity in SchoolMint’s SEM products, ensure high rates of gross and net customer renewal (>95%, or as specifically set by management from time-to-time), drive customer referrals, and grow SchoolMint’s market share.

The Customer Success Manager does not have HR responsibilities but is an experienced member of the Customer Success team entrusted to work with our key accounts and deliver positive customer outcomes.

What You’ll Be Doing

• Manage and deepen relationships with a portfolio of K-12 customers, drive renewals, reduce churn, and increase customer satisfaction
• 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 reach each milestone successfully
• 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
• 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 training 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%

About You:

• 3-5 years of experience in account management or CS roles at SaaS technology companies
• Repeatedly demonstrated experience driving the adoption of technology/SaaS 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:

• 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, Totango, and/or similar CRM and Customer Success platform experience
• Fluency in Spanish (read, write, speak) or other languages is a plus!

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 plus two 4-day work weeks every month
• 401k (with a 90-day waiting period)
• Professional Development
• Flexible Spending Account (FSA) and Dependent Care Account (DCA)
• Educational Assistance Program