Customer Success Manager

At Classkick our vision is that every student on the planet is happy and successful in their education. We want to ensure 100M students happily get the support they need - thanks to thoughtful, simple technology creating opportunities and development for kids that simply wouldn’t otherwise exist.

We do this by building technology to transform and enhance how teachers teach and how students learn. We deeply value school, teacher, and student success - and we believe the #1 driver of student learning and development is great feedback.

In this role, you’ll support Classkick’s customer success team and drive our overall approach to onboard, support, and renew our most important and strategic business partners. You’ll define the vision of what success means for large school districts, and own company objectives around satisfaction and renewals.

Responsibilities:Ensure the successful setup and deployment of our applicationFacilitate PDs and other engagement opportunities for schools and/or districtsWork closely with the Business Operations Manager to successfully support and ensure the successful use of Classkick with our partners.Develop and implement strategies to identify and capitalize on expansion opportunities within existing accountsCollaborate with sales team to create targeted campaigns and promotions aimed at driving user expansion opportunitiesIncrease customer advocacy by ensuring a positive customer experience and success storiesMonitor customer usage, satisfaction and trends to proactively address potential issues and enhance customer experience and retentionUtilize data and analytics to identify patterns, trends, and areas for improvement within our customer baseUtilize our business operations tools to maintain an accurate renewal pipeline to forecast renewal revenue and identify upsell opportunities within existing accountsWork closely with other key functions such as Sales, Marketing, Support and Product to deliver key customer insights and drive customer growth across the enterprise segmentAble to skillfully manage and prioritize a large number of requests in a fast-paced environment.Update and write help center articles.Elevate bugs and/or complex technical needs to engineering team.Demonstrated ability to interact positively/patiently with a wide range of user personalities and backgrounds (teacher and educational leaders), as well as respond professionally and calmly to customers in difficult or emotional situations.Excellent written and oral communication skills. Able to clearly explain complex technical concepts to non-technical users.Comfortable working with technology and able to quickly learn new technologies and software tools.Adept at collaborating with internal teams to resolve customer requests and other issues.Respond to users with reasonable promptness using our support system.Get on video and/or phone calls with users to further troubleshoot any issues they are havingCollect feedback and communicate user requests or problems to the teamFamiliarity with Zendesk, Excel and/or SQL. Genuine interest and fluency in technology

Requirements:University Degree (Bachelor's degree minimum)Minimum 3 years of relevant work experience in sales, account management, customer success, customer support or similar rolesFluent in English both oral and writtenStrong understanding of the complexities of the SaaS world and how to ensure customers have a successful journey and experienceExcellent understanding of and experience working within technologySelf-driven, and proactive at identifying and executing on opportunitiesExcellent presentation and communication skillsAbility to thrive and ambition to outperform in a fast-growing environmentTeam player with ability to work in a distributed and international environmentApplicant preference for those located in the following states: AL, CA, FL, IL, KS, MD, NY, TX, WA

Compensation And Benefits:Competitive Salary Base Pay: 70K-78KOpportunity for annual bonus100% fully remote, U.S. based teamUnlimited PTOFlexible HoursStock OptionsMedical, Vision and Dental PlansProfessional Development StipendParental Leave