Customer Success Manager II

Screencastify; Chicago (IL); On-site; USD 60,000 - 100,000; Full time

Job summary

An innovative educational technology company is looking for a Customer Success Manager II to enhance customer relationships and drive success with their video-based learning tools. This role offers the opportunity to make a significant impact in the K-12 education sector by supporting school districts and organizations in maximizing their use of the product. The ideal candidate will possess strong emotional intelligence, a passion for customer success, and the ability to thrive in a fast-paced environment. Join a dynamic team dedicated to improving learning outcomes and communication globally, while enjoying a competitive compensation package and a supportive work culture.

Benefits

Competitive compensation

401k & Profit Sharing plan

Flexible time off policy

Generous parental leave

Medical, dental, and vision insurance

Divvy bike membership

Qualifications

• Relevant experience in customer success, ideally in K-12 education.
• Strong relationship-building skills and high emotional intelligence.

Responsibilities

• Onboard customers and address issues related to customer health scores.
• Support higher tier accounts and provide product feedback.

Skills

Customer Success Management

Relationship Building

Emotional Intelligence

Training and Development

Problem Solving

Education

Experience in K-12 Education

Customer-facing Work Experience

Job description

Well, hello there

Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary focus is on the K-12 education sector as we are critical in helping scale a teacher and improve student outcomes all while being an easy to use solution. Screencastify is used by over 15M people and is seeking a dynamic and results-oriented Customer Success Manager II to join our Squad!

About the role

Screencastify is seeking a Customer Success Manager II to support our school district and organization customers, in order to help them maximize results with our product. As a CSM II, you will bring your CS experience while developing along our Customer Success Manager career path trajectory. We’re looking for natural relationship builders and team players that are passionate about technology, customer relationships, and efficiency.

Why is this role special?

1. You'll help our customers improve outcomes and equity. Schools and districts around the world depend on Screencastify to digitize their curriculum and communication, and businesses in other areas are soon to do the same. The need for and benefit of video-based learning has never been more clear than it is now.
2. You get to have a massive impact. You’ll be joining a fantastic team and helping grow the Success function at Screencastify. You’ll have plenty of guidance and support from leadership as you execute.
3. You'll tackle our most interesting and impactful problems. You'll have the opportunity to create structure in ambiguous situations and own strategic, prescriptive processes so that all customers find success with Screencastify tools.

What you'll do:

• Meet with customers to help them onboard into the product, address issues related to customer health scores, and save accounts that are in danger of churning, while surfacing expansion opportunities when appropriate for the customer.
• Support our higher tier accounts in partnership with other internal teams, while observing trends and providing feedback to leadership about how to better empower these customers.
• Collect product feedback from customers and share insights into user focused collateral.
• Learn our product inside and out and help your accounts drive adoption and outcomes.
• Provide custom professional learning opportunities for customers within your book of business, and throughout the organization.
• Collaborate with team members to manage a high touch renewal and expansion process.
• Advise product development through specific subject matter expertise.
• Share insights into user focused collateral.

Requirements

You're perfect for this role if you:

• Have relevant customer-facing work experience and want to expand your career in the booming Customer Success space, ideally with a K-12 background.
• Possess high emotional intelligence and empathy, with a natural ability to build strong relationships.
• Can serve as a training liaison for teachers, coaches, and administrators, helping them realize the value of Screencastify for their individual teams.
• Are motivated by the success of your customers and team and enjoy delivering customized plans from concept to execution.
• Love the fast pace and excitement of start-up life and collaborate effectively in both in-person and remote/asynchronous environments.

Working at Screencastify

At Screencastify, we are results focused and here to improve communication, teaching and learning globally. This isn’t an easy feat but it is important for our future. We value accountability, commitment, and speed. We take our responsibility to our customers very seriously, so when we miss a deadline or slow down, it matters.

We’re a competitive culture and strive for speed and innovation. We are problem solvers, don’t point fingers and rather enjoy working together to bring solutions to the forefront. Join a company that has millions of users, a strong brand all by being very entrepreneurial and embodying the start up mindset.

We love a challenge and pushing the world forward with creativity, ingenuity and out of the box thinking. People are everything and we want to work in a company of deeply good people who treat their colleagues exceptionally well. Rule #1: Be a good person.

Benefits

• Competitive compensation. We take a data-driven approach to our compensation strategy so all employees are paid competitively and fairly.
• 401k & Profit Sharing plan. We want to invest in present you and future you, which is why we offer a generous 401k match + Profit Sharing plan.
• Flexible time off (FTO) policy. We recognize that time off to rest and recharge is important. The Flexible Time Off Policy (FTO) is designed for our employees to do just that -- balance work and life while maintaining well-being.
• Parental leave. Generous paid time off for parents to bond with the newest addition to their family!
• Medical, dental, and vision insurance. We offer comprehensive health benefits, including medical, dental, and vision insurance. Plus, all employees receive a free One Medical membership.
• Divvy bike membership. If you’re in Chicago, take advantage of an annual Divvy membership -- on us.

At Screencastify, we foster an inclusive, supportive, fun, and challenging team environment. We value having a team that is made up of a diverse set of backgrounds and respect the healthy expression of diverse opinions. We embrace experimentation and the examination of all kinds of ideas through reasoning and testing. Come join us as we continue to change the world through video.

Screencastify is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.