Customer Success Manager I

About the role

Screencastify is seeking a Customer Success Manager I to support our tier 3 customers and help them maximize results with our product. As a CSM I, you will have the chance to learn about Customer Success and be developed along the Customer Success Manager career path trajectory. We’re looking for natural relationship builders and team players that are passionate about technology, customer relationships, and efficiency.

Why is this role special?

1. You'll help our customers improve outcomes and equity. Schools and districts around the world depend on Screencastify to digitize their curriculum and communication, and businesses in other areas are soon to do the same. The need for and benefit of video-based learning has never been more clear than it is now.
2. You get to have a massive impact. You’ll be joining a fantastic team and helping grow the Success function at Screencastify. You’ll have plenty of guidance and support from leadership as you execute.
3. You'll tackle our most interesting and impactful problems. You'll have the opportunity to create structure in ambiguous situations and own strategic, prescriptive processes so that all customers find success with Screencastify tools.

What you'll do:

• Support our lower tier but highly valued accounts in partnership with our Support team
• Observe trends and provide feedback to leadership about how to better support our lower ARR accounts
• Collect product feedback from customers
• Learn our product inside and out and help your accounts drive adoption and outcomes
• Collaborate with team members to manage a largely automated renewal and expansion process
• Meet with customers to help them onboard into the product, address issues related to the customer health scores, and save accounts that are in danger of churning
• Surface opportunities to expand existing accounts when it’s right for the customer

Requirements

You're perfect for this role if you:

• Have relevant customer-facing work experience and want to begin a career in the booming Customer Success space.
• Have a growth mindset and view setbacks as learning opportunities, not failures
• Have high emotional intelligence and empathy skills, and are a natural at building strong relationships.
• Are motivated by the success of your customers and team
• Want to spend your time talking to customers and working collaboratively with them to make the most out of their subscriptions
• Are enthusiastic about learning new technologies
• Love the fast pace and excitement of startup life

This is a Chicago-based hybrid position with 3 days a week in the office.

Benefits

• Competitive compensation. We take a data-driven approach to our compensation strategy so all employees are paid competitively and fairly.
• 401k & Profit Sharing plan. We want to invest in present you and future you, which is why we offer a generous 401k match + Profit Sharing plan.
• Flexible time off (FTO) policy. We recognize that time off to rest and recharge is important. The Flexible Time Off Policy (FTO) is designed for our employees to do just that -- balance work and life while maintaining well-being.
• Flexible work policy. Gone are the days of being in an office from 9-5, Monday through Friday. We recognize there are better ways to measure productivity than counting the number of hours you’re in the office and that sometimes the office isn’t the best place to be productive.
• Parental leave. Generous paid time off for parents to bond with the newest addition to their family!
• Medical, dental, and vision insurance. We cover 100% of employee medical premiums and 50% of employee dental & vision premiums. Plus, all employees receive a free One Medical membership.
• Divvy bike membership. If you’re in Chicago, take advantage of an annual Divvy membership -- on us.

At Screencastify, we foster an inclusive, supportive, fun, and challenging team environment. We value having a team that is made up of a diverse set of backgrounds and respect the healthy expression of diverse opinions. We embrace experimentation and the examination of all kinds of ideas through reasoning and testing. Come join us as we continue to change the world through video.

Screencastify is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.