SchoolMint

Customer Success Manager

SchoolMint

full-time

Posted on:

Location Type: Hybrid

Location: Lafayette • Louisiana • United States

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About the role

  • 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%

Requirements

  • 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
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.
  • 401(K): Including employer contribution after a 90-day waiting period.
  • Professional Development: Educational Assistance Program, industry conference access, and internal training resources.
  • Inclusive Culture: Work in a no-jerks-allowed environment where teamwork and creativity are central to our success.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisproject managementcustomer engagementproduct configurationSaaScustomer successup-sellingcross-sellingNPS scoringstakeholder training
Soft Skills
communicationpresentationnegotiationanalytical mindsetprocess-orientedself-drivenpersistentassertiveorganizational skillsempathy