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 have won numerous awards including EdTech Digest’s 2018 Company of the Year. Recently, we were acquired by Renaissance to support the shared mission of accelerating learning for all. 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, and our diverse team is based across the US.
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Territory: Eastern United States
Location: Remote (travel < 10%)
Position Overview:
We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a School Customer Success Manager (CSM) at Nearpod, you are a part of the teacher and administrator journey through onboarding, nurturing, and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform that drives successful student learning outcomes. This role manages school level accounts, and we are looking for you to be an expert multi-tasker to manage a high volume of customer relationships with quality.
Our Ideal Candidate
Drive adoption, retention, and expansion for our valuable school customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals
Create strategies to maximize renewals for the customers entrusted to your care (gross retention)
Develop a communication cadence with customers and monitor account health to deliver on student learning outcomes
Anticipate customer need in accordance with closely monitored metrics; adapts strategic plans in order to achieve mutually beneficial long-term objectives and goals
Continuously self-educate about Nearpod’s products and solutions and the K-12 competitive landscape
Manage relationships with administrators and teachers using Nearpod and/or Flocabulary to guarantee that they are achieving their desired outcomes
Strategize with sales, marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey
Manage expansion sales process through qualification, needs analysis, product demonstration, negotiation and close sale
Provide in-person or virtual demonstrations to current customers to explore expansion in partnership with expansion specialists
Overcome customer objections by demonstrating negotiation skills and ability to sell benefits not features
Actively seeks to understand change and incorporate new processes and systems quickly and effectively
Required Skills & Experience:
You are able to operate in a highly efficient manner by balancing a high volume of inbound requests with proactive outbound activities
You have strong technical skills; you like learning new software and techniques
You convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly
You are driven to exceed customer expectations
You’ve worked in a company doing Customer Success or similar customer-facing role
You have a background in Education and/or with SaaS companies. Go to Market experience preferred.
Customer Success Managers at Nearpod are brought in at Associate CSM, CSM, and Senior CSM levels commensurate with experience. The level you are hired at will be determined by the interview and recruiting process. The job description is based on your book of business. Your title is based on your experience and background.
Salary Range: $64,600-$80,000
This range is based on national market data and may vary by experience and location.
Additional Information
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.
Benefits:
- World Class Benefits: Medical, Prescription, Dental, Vision, Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 13 Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
Frequently cited statistics show that some women, minorities, individuals with disabilities, and protected veterans, may only apply to roles if they meet 100% of the qualifications.
At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need into the future. We hope you're open to learning new skills to grow with us. Make our team, your team!
Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.
At Renaissance our mission is: “To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide.” Inherent in that guiding principle is dedication to serving all identities by recognizing the importance of Diversity, Equity, and Inclusion (DEI) in our organization, our work and our products.
Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.
