Customer Success Manager - CSM - EdTech

** Student Wellness & AI Products Awarded as the EdTech Product of the year **

** Awarded TOP PLACE TO WORK 3 years in a row **

Summary:

A Customer Success Manager is a strategic and supportive partner for your customers at every stage of the process. They're focused on building loyalty to ensure long-term client retention by presenting product information, addressing customer issues and helping the sales team with upsells and renewals. Your responsibilities include supporting customers as they transition from sales prospects, building close relationships that often last beyond any one project or job-order lasting process ownership with the business itself.

We will help you develop a deep understanding of Securly’s software solutions so that you can consult our clients, cultivate relationships, identify new opportunities within the customer and drive revenue by delivering on their business objectives.

This is a remote position with core hours being Monday - Friday, 8-5 pm EST. Bilingual in Spanish and English is preferred.

What You Will Do:

You'll be assigned a portfolio of named accounts and will help those customers get powerful results from Securly by: 

Metrics / Accountability

• Focus on cross-selling & ensure “net negative churn” within your territory
• Maintain retention rates (account basis) while increasing LCV (lifetime customer value) 
• Ensure the expansion of licenses within existing customers
• Familiarity with the customer success platform Gainsight is beneficial  

Relationship-building

• Establish productive, professional relationships across a variety of levels within a district (Senior Administration and IT /  District and School)
• Serve as the eyes and ears of Securly to understand the customer's needs, both challenges and opportunities.
• Serve as an escalation point on key issues (both internally & externally) and communicate with the customer with integrity.
• Facilitate peer networking and customer advocacy programs 

Consultation/Solutions

• Maintain an understanding of the district's Student Safety & Wellness vision + technical goals.
• Demonstrated ability to have strategic solution-based conversations around technical proposals (IT) as well as with non-technical (student wellness and safety) 
• Collaborate as needed with professional services counterparts in customer success (onboarding, training, & technical services) to ensure we deliver a cohesive service experience
• Collaborate as needed with the student safety team to discuss industry trends and capitalize on the real-world experience 
• Certified in Securly product knowledge and the ability to run various “plays” given specific customer circumstance 

Customer Advocacy

• Gather feedback from customers on platform strengths, challenges, and opportunities and champion that feedback to the Director of Customer Success and product teams  
• Facilitate co-development efforts by connecting customers to early product discovery and development projects
• Create opportunities for customers to showcase their efforts through the advisory council, in-person presentations, and webinars 

You will also contribute meaningfully to Securly’s growth by

• Monitor and escalate customer risks in a timely fashion so that interventions can be put in place well ahead of renewal time
• Foster a highly reference-able customer experience

Preferred Qualifications, Skills, and Experience:

• 4+ years experience as a customer success manager
• 2+ years experience with software (SaaS), technical product, and K-12 EdTech preferred
• Travel as necessary to key accounts, trade shows, and strategic opportunities 
• 4-year college degree preferred 
• Previous experience in a business development or sales position 
• Experience working in a startup or rapidly growing software/technical company is beneficial

We are an equal-opportunity employer and value diversity in our company. Therefore, we do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

About Securly, Inc. 

• Recognized as Top Place to Work 3 years in a row 
• Product of the 3 years in a row
• Securly One Page
• 45-second cloud product demo

Innovation - Our innovative products and talented people have;

• Established Securly in over 20+% of the US market and growing rapidly internationally 
• Implemented Securly into 15,000+ schools
• Monitored more than 5+ billion online activities
• Revolutionized student wellness and school safety for more than 10+ million children 
• Saved the lives of more than 2000+ children

Some of the Perks 

• Recognized as Top Place to Work for multiple years in a row
• Unlimited Vacation (Flex Time)
• Annual $1,000 Employee Professional Development Stipend
• Company-sponsored medical benefits
• Virtual Happy hours
• 401k + employer match