Customer Success Manager (NorCal)

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. 

This position is expected to operate in line with our 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: 

As a Customer Success Manager (CSM), your responsibilities would include:

1. Relationship Management: Building and managing strong relationships with school partners, understanding their needs, proactively addressing concerns, and ensuring open communication and transparency.
2. 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. 
3. Communication: Being a thoughtful and empathetic communicator, guiding partners to maximize their experience with our services.
4. 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.
5. Collaborate: Work cross-functionally with Account Managers, Marketing, Customer Experience, and Product teams to ensure your customers’ needs are represented, met, and resolved. 
6. Seamless Onboarding: Ensuring new and expanding partners have a smooth transition and implementation experience with our platform.
7. Account Support: Addressing complex account inquiries and collaborating with teams to strategize on resolving partner pain points. 
8. Training and Education: Providing training sessions and educational resources to empower partners to utilize our services effectively.
9. Feedback Loop: Actively gathering feedback from partners to drive product improvements and enhancements.

Total compensation potential is in the $95,000-$100,000 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.