Customer Success Manager (NorCal)

Swing Education

United States

On-site

USD 75,000 - 85,000

Full time

14 days+

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Benefits offered by this job

Medical/dental/vision benefits

Flexible Time Off (FTO)

Paid holidays

Parental leave

Stock options

Professional development reimbursement

Co-working membership reimbursement

Mission-driven work

Fun, collaborative culture

Job summary

An educational services company is seeking a Customer Success Manager to enhance customer strategies and ensure exceptional service delivery. The role involves building strong relationships with school partners, solving problems proactively, and utilizing data to monitor success metrics. Requirements include 3+ years in customer support, preferably in EdTech, and excellent communication skills. Compensation is in the $75,000-$85,000 range and a comprehensive benefits package is offered.

Qualifications

3+ years of Customer Support/Account Coordination experience.
Experience in education or EdTech is a strong plus.
Excellent written and verbal communication skills.

Responsibilities

Build and manage strong relationships with school partners.
Identify potential issues and find solutions to enhance partner satisfaction.
Utilize data to track partner success metrics.

Skills

Relationship Management

Problem Solving

Communication

Data Analysis

Collaboration

Training and Education

Detail-oriented

Education

Bachelor's degree or equivalent experience

Tools

Mode

Slack

Excel

Hubspot

Job description

We are looking for an energetic Customer Success Manager (CSM) to help our customers develop strategies to succeed at filling teacher absences by leveraging Swing’s platform and substitute teacher marketplace, while aligning Swing’s business imperatives with their goals to deliver an exceptional customer experience and revenue growth. You will answer complex account questions and strategize on account pain points with the accounts’ Account Manager and the partner. You will own and excel at complex projects that ensure customer success. You will carry out virtual and in-person meetings to build deep, trust-based interpersonal and professional relationships with our customers. You are a highly organized, empathetic, thoughtful communicator, and energized by helping our school partners get the most they can out of their Swing experience.

Core Values

Deliver WOW to Schools and Subs
Be Curious, Stay Curious
Win as a Team
Live Diversity, Equity, and Inclusion

ESSENTIAL DUTIES AND RESPONSIBILITIES

Relationship Management: Building and managing strong relationships with school partners, understanding their needs, proactively addressing concerns, and ensuring open communication and transparency.
Problem Solving: Proactively identifying potential issues and finding solutions to enhance partner satisfaction and retention. Ensure that our customers are achieving their desired outcomes and that their issues and questions are addressed promptly.
Communication: Being a thoughtful and empathetic communicator, guiding partners to maximize their experience with our services.
Data Analysis: Utilizing data to track partner success metrics, identify trends, and recommend improvements. Analyze data across different platforms (Mode, Slack, Excel, Hubspot) to diagnose customer health and bring valuable insight to client conversations.
Collaborate: Work cross-functionally with Account Managers, Marketing, Customer Experience, and Product teams to ensure your customers’ needs are represented, met, and resolved.
Seamless Onboarding: Ensuring new and expanding partners have a smooth transition and implementation experience with our platform.
Account Support: Addressing complex account inquiries and collaborating with teams to strategize on resolving partner pain points.
Training and Education: Providing training sessions and educational resources to empower partners to utilize our services effectively.
Feedback Loop: Actively gathering feedback from partners to drive product improvements and enhancements.

Total compensation potential is in the $75,000 to $85,000 range.

REQUIREMENTS AND QUALIFICATIONS

3+ years of Customer Support/Account Coordination experience
Experience in education or EdTech is a strong plus
You possess the skill to efficiently operate by effectively prioritizing tasks and seamlessly transitioning between contexts in a dynamic, fast-paced setting.
You demonstrate a proactive approach, actively navigating and influencing situations rather than reacting passively.
You are driven to exceed customer expectations.
Bachelor’s degree preferred or equivalent experience required.
Ability to understand semi-complex to complex technical issues.
Hyper-organized and detail-oriented, with excellent written and verbal communication skills.
Good judgment and the ability to handle sensitive and confidential information with discretion.
You consider yourself a technology expert and enjoy learning how to use new technology tools.
High-level written and verbal skills required.
Ability to travel to various school locations.
Travel: Will be required to attend conferences or training sessions within Bay Area or in- or out-of-state locations.
Must reside in Northern California.

Knowledge / Skills / Abilities

Strong organizational and communication skills
Excellent customer service skills
Ability to make decisions quickly and autonomously
Detail-oriented with the ability to organize, prioritize, and accomplish multiple tasks
Ability to work well in a fast-paced, team-oriented environment and maintain a positive attitude
Ability to establish and maintain professional communications and relationships with subordinates, superiors, and peers.

This position requires current authorization to work in the U.S. without employer sponsorship. Relocation assistance is not available for this role.

Salary is commensurate on experience and is adjusted for cost of living standards dependent on position location.

Swing Education offers a comprehensive benefits package which includes the following perks: