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Join us and do meaningful, impactful work in the K12 EdTech space.

We help more than 70% of the school districts in North America to communicate on a daily basis with their staff, parents and community.

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Description

The Customer Success Manager will be working directly with the Head of Customer Success and the Success Team. Their main responsibility will be making sure Smore’s Team Accounts renew at a 90% retention rate. More so, they will upsell current accounts, proactively prevent churn and be the voice of our customers. Additionally, the CSM will also report important trends and findings to their direct manager, and team. In this position, you will work predominantly in a virtual capacity interacting with customers via phone, video, and email mediums; therefore, excellent communication skills are required.


To be successful in this position, you should have a persuasive attitude, and enjoy the challenge of sales and retention!


Responsibilities:



  • Actively engage with customers 90 days before the renewal date to ensure renewal rates (via Zoom, phone calls, and emails on a daily basis)
  • Responsible for managing and renewing a minimum $1M book of business (minimum 500 accounts)
  • Effectively handle challenges during the renewal process ( contract questions, negotiations, resell to a new person of contact) to maximize retention rates and minimize churn
  • Educate customers on the value of our product
  • Proactively build and identify opportunity signals and generate expansion opportunities
  • Provide retention strategies to enhance the renewals process playbook to maximize retention
  • Help refine the renewal process to increase efficiencies and ensure timely renewals
  • Manage the Renewal Pipeline effectively by; Triaging the Renewal Pipeline, Completing daily pipeline tasks, Monitoring expired and expiring deals, and Answering customers in a timely fashion in our CRM
  • Participate in self-professional development courses (sales, retention, success)


Requirements


  • 1-2 years of relevant experience in Sales/Account Management/Renewal Management/Customer Success ideally in SaaS companies
  • The ability to manage up to 300 Renewals per month
  • Passionate about the integration between customer experience and sales
  • Superb written and verbal communication skills
  • Excellent negotiating and objection handling skills (Comfortable negotiating price and value)
  • Self-sufficient with high attention to detail
  • Persuasiveness and strong compromising skills
  • Team player who has strong conflict resolution and interpersonal skills
  • Positive attitude with high energy
  • Ability to take initiative and adapt
  • Bachelor's degree


Benefits



  • Supportive and empowering people- We hire talented people who are kind. As simple as that sounds, we mean it. At Smore, you’ll find a group of intelligent people who are equally warm and inviting. We care about building each other up, celebrating our wins, and learning from our losses.
  • Continuous learning- We want you to grow professionally and personally as a member of Smore. Whether it’s a book, a course, or a mentor that will assist in that growth, we’re happy to provide it.
  • Take what you need vacation- Summer is one of the most exciting chapters in EdTech each and every year. For that reason, we ask to have all customer-facing hands on deck over the course of these few months. As for the rest of the year, we offer a take what you need vacation policy and encourage you to take the time you want to recharge, refresh, and explore your interests outside of the day-to-day work.
  • Smorinio- Modeled after the Smore, an American dessert that consists of marshmallows, chocolate (Hershey’s only), and sandwiched between two graham crackers, Smorinio is our lovely mascot. Whether he’s in plush toy form at our offices, or in a swag bag for our customers, he’s a big part of everything we do at Smore.
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