Customer Success Manager

About SchoolMint:

SchoolMint is a leading provider of Strategic Enrollment Management solutions for K-12 schools and districts helping educators build brighter more sustainable futures. Our award-winning SaaS solutions empower schoolsboth district and charterto attract enroll and retain students effectively. SchoolMints mission is built on our core values: No Jerks Period; We Not Me; Be Heroic; Bring Your Whole Self to Work; Embrace and Drive Change. These values are the foundation of our positive collaborative culture and commitment to exceptional customer service.

Role Overview:

SchoolMint is actively looking for a Customer Success Manager to join our Customer Success team. The role will report to the Manager Customer Success.

The Customer Success Manager will join the Customer Success team in executing SchoolMints Customer Success and Partnership Development strategies in order to meet customer needs increase customer usage of and capacity in SchoolMints SEM products ensure high rates of gross and net customer renewal (>95% or as specifically set by management from time-to-time) for both managed and pooled portfolio assignments drive customer referrals and grow SchoolMints market share.

Key Responsibilities:

• 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%

About You:

• 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

Even Better:

• Associate Project Manager PMP or similar certification
• Prior experience with Strategic Enrollment Management (SEM) and/or SchoolMint Products is a significant plus
• Bachelors degree
• Subject matter expertise in education technology
• Salesforce Planhat and/or similar CRM and Customer Success platform experience
• Significant fluency in Spanish (read write speak) or other languages is a plus!
  
  

Why SchoolMint

Join a supportive mission-driven company that values growth collaboration and innovation. Heres what youll enjoy as part of the SchoolMint team:

• 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.