Customer Success Team Manager - Northeast/Mid-Atlantic
Job Details
Management
Full Time
4 Year Degree
Other

Company Overview:

At Nearpod, we believe teaching is the most important job in the world. Every day, we reach students through our learning platforms on Nearpod.com and Flocabulary.com. We have diverse backgrounds, but a shared goal of putting teachers and students first in everything that we do. We’re backed by leading edtech investors, and have won numerous awards including Edtech Digest’s 2018 Company of the Year. We’re looking for people with a lot of hustle, a lot of empathy, and a desire to do something meaningful. We've adopted a remote-first culture. Our diverse team is based across the US with many working out of our office headquarters in Fort Lauderdale, Florida.

 

Location: Remote in Northeast/MidAtlantic states (able to travel to FL HQ quarterly)

 

Position Overview:

We believe that Customer Success is all about understanding your customers desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. As a Customer Success Team Manager,  you are leading a team of dynamic Customer Success Managers as they manage the customer’s journey through onboarding, nurturing, and renewal.  The customer base is needing process and scalable procedures to help us become more efficient.  The goal is to not only retain the customer, but to always look for opportunities to expand the relationship and use of the platform. As a leader of this essential team, you will play a pivotal role in the continued success of Nearpod. You will also collaborate directly with Nearpod’s Sales, Marketing, and Operations teams to help build a scalable and united go to market team. This is a newly created role where you’ll have a true seat at the table. Your ideas, growth mindset, and leadership will be put to good use as we scale the business. 

 

Role and Responsibilities:

  • You are bright, ambitious, self-driven, hard-working and flexible that cares deeply about making a big impact.

  • Successfully lead, manage, and mentor Customer Success managers 

  • Create strategy and playbooks that will aid Customer Success Managers in their daily interactions.

  • Mitigate customer risk by understanding the renewal statues and account health of the book of business.

  • Create and implement key triggers that will help the team navigate potential churn within customers.

  • Ability to lead and motivate team during high growth

  • Strategize with a team on regional focused territory plans.

  • Collaborate cross functionally, internally with all departments especially Sales and Marketing.

  • Bonus points if you understand the K-12 education competitive landscape.

  • You are a problem solver by trade, you like to strategically break problems down, and create solutions that carry the business forward. 

Qualifications:

  • Bachelors’ degree in education, business, or other related fields required; Masters’ degree in related fields preferred.

  • Minimum of 5+ years prior experience in leading Customer Success Team within SaaS Education company required; including 3+ years of successful, remote, team management experience  

  • Leadership experience, excellent presentation skills, and ability to lead others to consensus.

  • Demonstrated success building senior-level relationships, and excellent business development and negotiating skills  

  • Ability to operate in a highly efficient manner by multitasking in a fast-paced, goal-oriented environment.

  • Exceptional organizational, analytical, and detail-oriented thinking skills.

  • Strong passion for exceeding customer expectations.

  • Proven track record of meeting/exceeding goals and targets.

  • Great interpersonal, written and oral communication skills

  • Experience using Salesforce.com and Gainsight preferred 

  • Experience working with remote teams and across diverse cultures

  • Limited travel may be required upon reopening of schools

 

Employment Requirements: Must be authorized to work in the U.S. without restrictions

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Student Engagement Platform - Nearpod and Flocabulary
Student Engagement Platform - Nearpod and Flocabulary
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