Note: The job is a remote job and is open to candidates in USA. Branching Minds is a Benefit Corporation focused on empowering educators to support the holistic needs of their students. The Customer Success Manager will be responsible for managing customer relationships, guiding the customer experience from onboarding to renewal, and collaborating with internal teams to ensure positive outcomes for school and district partners.
Responsibilities
- Serve as a trusted advisor and primary point of contact for a portfolio of school & district partners
- Guide the end-to-end customer experience from onboarding to renewal, inclusive of leading kickoff and customization calls, check-ins, progress reviews, cross-sell, and renewal and expansion conversations
- Work closely with district partners to understand their unique goals and needs, collaborating with internal teams (e.g., sales, implementation, professional services, product & marketing) to develop solutions and success plans that lead to sustainable practice and positive outcomes with Branching Minds
- Create and manage customer journeys and engagement campaigns in our customer success platform (ChurnZero), tracking and reporting on customer health and progress toward milestones
- Develop and execute strategies to drive Branching Minds adoption and platform usage to increase customer value, satisfaction, and reduce churn for your portfolio of accounts
- Maintain a regular cadence of calls along with Beginning, Middle, and End of Year Reviews with school and district leadership highlighting key success metrics and opportunities for improvement
- Act as a liaison between district partners and internal teams, advocating for their needs and communicating feedback to improve our product and services
- Identify opportunities for customer advocacy through case studies, sales referrals, white papers, webinar panels and other initiatives to highlight partner success and innovation
- Regular tracking and monitoring of usage, milestones, and health metrics; proactively identifying potential issues and escalating to Customer Success leadership for additional support as needed
- Own contract renewals for your portfolio of accounts, managing the process in our CRM (Hubspot) which includes updating stages, generating quotes, and collaborating with sales for expansion opportunities
- Provide direct support and guidance through live-chat/email/phone, platform walkthroughs/webinars, and occasional onsite travel
- Leverage insights from data to develop and refine the customer experience by identifying pain points and possible solutions
- Develop deeper knowledge of MTSS best practices and all product offerings to effectively guide customers toward better outcomes with Branching Minds
- Other duties as assigned
Skills
- Experience in a customer-facing role (consulting, advocating, development) that includes issue resolution & relationship management
- High attention to detail and adept at prioritizing multiple tasks and needs
- Comfortable with technology and excited about becoming a Branching Minds' platform expert
- Passionate about improving education and committed to equity of success for all learners, particularly those who struggle to succeed
- Comfortable with the dynamic, self-motivated, collaborative, fast-paced culture of a startup, and able to work well both independently and as part of a team
- Brings prior experience in client-facing, project management, Kâ12 education, or edtech roles
- Prior experience working in a success, client-facing, or project management role
- Previous experience in K12 education and/or edtech
- Previous experience using Branching Minds
Benefits
- Check out our [Benefits & Perks](https://payroll.justworks.com/benefits-overview/eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJjb21wYW55X2lkIjoiY29tcGFueV8wMTlwMHB0anA4MmgyYzd2emZzZDVoOTZlZSIsImNvdW50cnlfY29kZSI6IlVTQSIsImV4cCI6MTc4NTg3NTY5NSwiaWF0IjoxNzg0NjY2MDk1LCJpc3MiOiJwYXlyb2xsLmp1c3R3b3Jrcy5jb20iLCJtcF9iZW5lZml0c19jbGFzc19pZCI6IjhmYTAxNDk3LWYyNzAtNDFlNC05YTY2LWYzMGM3OTQyNDM3MyIsIm9tX2JlbmVmaXRzX2NsYXNzX2lkIjoiIiwidXBjb21pbmciOmZhbHNlLCJ6aXBjb2RlIjoiIn0.1wHgHMzpqj-bmQHLgmERYt2EvUCIvM-yHOlVNkhyIGo)
- Fully remote!
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