Team Manager, Customer Success, Higher Ed/International Markets
- Remote, United States, REMOTE, United States
- Employees can work remotely
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.
Location: Remote (travel < 10%)
We believe that Customer Success is all about understanding your customers desired outcomes with your platform and working with them to ensure they experience the most value possible along the way. As a Customer Success Team Manager, you are leading a team of dynamic Customer Success Managers as they manage the customer’s journey through onboarding, nurturing, and renewal.
This role manages both Customer Success Managers with varying size books of business with our Higher Ed and International customers. These are emerging markets with a lot of growth opportunity for our business. The goal is to not only retain the customer, but to always look for opportunities to expand the relationship and use of the platform. You will also collaborate directly with Nearpod’s Sales, Marketing, and Operations teams to help build a scalable and united go to market team. Your ideas, growth mindset, and leadership will be put to good use as we scale the business. As a leader of this essential team, you will play a pivotal role in the continued success of Nearpod.
Our Ideal Candidate:
Successfully lead, manage, and mentor a team of Customer Success Managers
Create strategy and playbooks that will aid Customer Success Managers in their daily interactions.
Mitigate customer risk by understanding the renewal statuses and account health of the book of business.
Review your customer landscape and forecast projected key indicators on an ongoing basis, adapting and evolving as needed.
Create and implement key triggers that will help the team navigate potential churn within customers.
Ability to lead and motivate team during high growth
Strategize with a team on regional focused territory plans.
Collaborate cross functionally, internally with all departments especially Sales and Marketing.
Required Skills and Experience:
You have prior experience in leading Customer Success teams, experience working with remote teams and across diverse cultures. Bonus points if you understand the K-12 education competitive landscape. International or Higher Ed market experience preferred.
You obtained a Bachelors’ degree in education, business, or other related field; Masters’ degree in related fields preferred.
You are bright, ambitious, self-driven, hard-working and flexible that cares deeply about making a big impact.
You are a problem solver by trade, you like to strategically break problems down, and create solutions that carry the business forward.
You have a proven track record of meeting/exceeding goals and targets and delivering outcomes to customers.
You have exceptional organizational, analytical, and detail-oriented thinking skills with the ability to operate in a highly efficient manner in a fast paced, goal-oriented environment.
You have demonstrated success building senior-level relationships, and excellent business development and negotiating skills.
You have great interpersonal, written, presentation and oral communication skills.
You lead by example, have the ability to lead others to consensus, and can make leadership decisions as necessary.
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.