Customer Success Manager

Summary

Join Vivi, a leading EdTech company, as a Customer Success Manager and build lasting relationships with our K-12 and higher education clients. You will play a crucial role in ensuring high adoption, usage, and retention of our wireless screen mirroring and digital signage solution. Responsibilities include onboarding new clients, conducting training sessions, proactively managing customer success, and collaborating with sales, marketing, and product teams. This role requires proven experience in SaaS CSM or account management within the education sector, excellent communication skills, and a passion for customer success. Vivi offers a competitive benefits package, including a learning and development fund, wellness program, and competitive benefit plans.

Requirements

• 2+ years of SaaS CSM or account management experience in K-12 or higher education
• You excel at building relationships—you establish rapport, listen, and earn your customers’ trust
• Excellent time-management skills, detailed orientated and with a strong focus on serving the customer
• You proactively work to mitigate churn and handle objections to renew and expand accounts
• Ability to work in a fast paced and changing environment
• Excellent communication and interpersonal skills. You’re a people person!
• Ability to resolve customer questions and issues both independently and with collaborative team efforts. You love solving problems and delighting your customers!
• Demonstrated success in adopting new technology
• Strong written and verbal communication skills
• Ability to conduct training online

Responsibilities

• Drive adoption, retention, and expansion among customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals
• Execute successful customer kick-off and onboardings and run virtual and onsite product training
• Develop collateral for best-in-class onboarding and product training modalities and ongoing best practices for teachers and district administrators
• Own, manage and drive success with multiple stakeholders
• Develop a thoughtful understanding of your customers’ schools and their core goals
• Actively manage the health and success of a portfolio of assigned customers, serving as their main point of contact. Proactively communicate product updates, best practices, and success insights
• Strategize with sales, marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey to achieve mutually beneficial long-term goals
• Identify and communicate with at-risk customers and implement retention strategies
• Prioritize customer requests to maintain a high degree of confidence and trust

Preferred Qualifications

• Prior experience working at an EdTech Startup
• Prior experience teaching in K12

Benefits

• Learning & Development Fund – we offer each employee an annual L&D budget to assist with furthering their skills
• Wellness program – Stipend towards a wellness platform
• Competitive Benefit Plans including TalkSpace Subscription
• Give back to the community with our Volunteer Program
• Birthdays off each year