Customer Success Manager

Scrible seeks a Customer Success Manager to build customer relationships, support product adoption and training, and drive satisfaction, retention, renewals, and growth. The role also supports lead outreach and discovery, customer communications, and coordination with sales, marketing, and product teams.

Responsibilities:

• Establish and maintain strong relationships with key customer contacts, understanding their needs and business objectives. Delight customers with a positive, customer focused attitude and proactive solutions to problems
• Monitor customer usage and provide support to ensure they are actively utilizing the full potential of our product
• Work to retain existing customers by ensuring their success, and identify opportunities to upsell or cross-sell additional products or services
• Maintain a revenue base by managing account retention and renewal, and drive upsell opportunities through increased product adoption and usage
• Guide new clients through the initial stages of using Scrible, ensuring they understand its features, benefits, and know-how to achieve their goals
• Become an expert in Scrible relatively quickly, enabling you to lead training and answer customer questions confidently
• Lead training and 1:1 support sessions for your assigned accounts
• Maintain and update async training resources such as knowledge base articles
• Create and send customer email campaigns, as well as bi-weekly newsletters
• Maintain open and transparent communication with clients, keeping them informed about product updates, new features, and any changes that may impact their business
• Collect and analyze customer feedback to identify areas for improvement and contribute to product development
• Work with internal teams like sales, marketing, and product development to ensure a cohesive customer experience
• Track key metrics related to customer satisfaction, adoption, and retention to identify trends and areas for improvement
• Maintain documentation of training materials and key customer success processes
• Work with the Head of Education Partnerships to set up qualified leads for a demo, pricing, or proposal call. The Head of Education Partnerships will manage the remaining sales process and close the deal
• Cold call and cold email school and district leads, serving as their first introduction to Scrible
• Schedule and conduct initial discovery meetings to understand each lead’s needs, fit, and priorities
• Maintain accurate CRM records and provide clear handoff notes so the Head of Education Partnerships has the context needed to move the opportunity forward

Requirements:

• Bachelor's degree
• 1-3 years of experience in a customer-facing role, such as Customer Success, Customer Support or Account Management
• Possess strong phone, written and verbal communication skills with excellent presentation skills
• Confident, high energy, self-motivated and a true team player
• Experience working with senior and executive level customer contacts
• Demonstrated ability and desire to work and excel in a startup. This will require wearing many hats, defining processes where there aren't any, and adapting quickly to change
• Excellent multitasking and project management skills
• Ability to run virtual and in person training sessions about software products
• Well-organized, with a high attention to detail and ability to prioritize
• Proficiency with Google suite
• preferably in the ed-tech industry
• Previous experience as an educator (e.g., teacher, librarian, tech director)
• Experience with CRMs (e.g., Gainsight, Planhat, HubSpot, Zoho, etc.)