Customer Success Manager

Summary

Join Vivi, a leading EdTech company, as a Customer Success Manager! Reporting to the VP of Customer Success, you will build and maintain strong customer relationships within the K-12 and higher education sectors. Your responsibilities include driving customer adoption, retention, and expansion of our wireless screen mirroring and digital signage solution. You will conduct training sessions, develop onboarding materials, and proactively manage customer success. This is a fully remote position with some travel required. The ideal candidate possesses strong communication, problem-solving, and relationship-building skills, along with experience in SaaS CSM or account management within education.

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, detail-oriented 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 and in-person

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 onboarding 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 in EdTech sales or account management

Benefits

• L&D Budget – we offer each employee an annual L&D budget to assist with furthering their skills
• Give back to the community with our Volunteer Program
• Birthdays off each year