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Customer Success Manager →



Customer Service, Sales & Business Development
Posted on Monday, August 28, 2023

Join SmartPass, Customer Success Manager (Remote)

SmartPass is hiring Customer Success Managers. We’re developing next-generation educational technology — starting with a digital hall pass serving 1000+ K-12 schools and 1+ million educators & students today.

Who we are

SmartPass is a fast-growing K-12 startup developing a platform to make schools more efficient. We started with a digital hall pass system — not only students going to the bathrooms and water fountains but all of the different ways they move throughout the school building (counselor appointments, nurse visits, office hours, etc.). We’ve helped over 1000+ K-12 schools increase time in class, reduce wandering around the halls, and improve student accountability.
Now, we’re going to the next-level to develop more products to serve the 50,000+ middle schools and high schools in the US — and need a fantastic designers to work with our PDE team to charter the initiative. K-12 software is typically bad, and we’re going to change that.

Role overview

In this role, you’ll lead customer success efforts end-to-end. As the face of SmartPass for our customers, this is an essential role! You’ll lead onboarding sessions, provide teacher trainings, coach customers on best practices, and troubleshoot/support across our customer base.
What You'll Be Doing
Become a product expert to support customers with their first demo launch
Be the ultimate trusted adviser
Ask questions, and no the customer and be able to introduce them to other products SmartPass has to offer
Lead implementations of SmartPass end-to-end from a customer-facing perspective
Manage and deepen relationships with a portfolio of charter schools and small district partners, drive renewals, reduce churn, and increase customer satisfaction
Lead annual retrospectives sharing compelling data around usage and growth and identifying actionable feedback
Proactively understand customers’ needs and ensure they maximize engagement with their SmartPass solution(s) by growing customer product usage and up-selling new features
Monitor customer health through data analysis of product use, support inquiries, surveys, and other health criteria
Drive new business growth through advocacy and referrals, working closely with Account Executive in your pod.
Promote optimal product usage behaviors as guided by defined benchmarks of success for both frequency and depth of product interaction
Create, own, and execute key stakeholder training through product knowledge
Collect and manage product feedback from customers to share with our product team and participate in conversations advocating for an improved customer experience
Collaborate with team members across Technical Support, Sales, Product, and Engineering as needed to resolve issues and deliver great customer experiences.
Contribute to team initiatives, including the creation of knowledge, processes, and tools to improve the efficiency and productivity of the SmartPass Customer Experience
Collaborate with peers on best practice sharing and solutions
About You:
Experience in a classroom as either a Teacher, Principal, or Administrative Role
1-2 years of experience in account management or CS roles preferably at SaaS technology companies
Repeatedly demonstrated experience driving the adoption of technology/SaaS solutions
Passion for improving education
Strong communication, presentation, and problem-solving skills, with the ability to inspire others
Analytical and process-oriented mindset
Self-driven, persistent, and assertive
Enthusiastic lifelong learner
Strong empathy for customers and passion for revenue and growth
Excellent organizational and time management skills
Technical aptitude with a solid understanding of technology and how a product works

Why you might be excited about us

We’re small, so you’ll have big responsibilities and lay the groundwork as we start scaling.
Our team has a wide range of experiences (folks from Google, Microsoft, Salesforce, previous startups, and so many K-12 administrators/teachers).
Our culture is simple: we work hard, we’re lifelong learners, and we’re fun — at every monthly all-hands, we start with a “memes of the month” and then dive deep into the work someone is doing.
Get in at the ground level of a fast-growing startup.
We'll mould your role to shape a career you're excited about. We care a ton about your satisfaction and job happiness and will help prep you for whatever you're looking for in the future.

Why you might not be excited about us

We’re small (~20 people in the company right now), so if you like more established companies, it’s not (yet) the right time. You’ll help build our company’s culture.
Since we’re an early-stage startup, projects and priorities may shift. We’ll expect you to bring your own experience and give input to shift these priorities, too.
Our customers love usand there's a lot we can improve. It's a great place to be, but means there's some jank. (Nothing too scary! 😃)
We can’t (yet) provide close mentorship for designers — but we want to get better at this. We have a #learning Slack channel and encourage as many coffee chats as possible.

Go Deeper

Check out benefits & perks, like the $750 WFH stipend, 100% healthcare coverage, buy any book policy, and more.
Check out our support site to watch some videos and see how SmartPass works!