Company Overview:
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.
Territory: MA, NJ, Eastern Standard time zone preferred
Location: Remote (travel < 40%)
Position Overview:
We believe that Customer Success is all about understanding your customers’ desired outcomes and working with them to ensure they experience the most value possible along the way. As a Regional Customer Success Manager (CSM) at Nearpod, you are a part of the teacher and administrator journey through onboarding and renewal. The goal is to not only retain your customers, but to ensure that they have an exceptional experience with our platform that drives successful student learning outcomes. This role manages a variety of different books of business at the school level based on the needs of the Territory. You will step in to manage a variety of books of business throughout the year. As our growth skyrockets, the need to assist fellow CSMS and customers is essential. In this role you will step in when a book of business needs another set of hands to help ensure we’re providing the optimal customer experience. We are looking for you to be an expert multi-tasker to manage multiple priorities.
Our Ideal Candidate Will:
- Drive adoption, retention, and expansion among some of our most valuable customers by understanding their needs, defining success criteria, and crafting success plans to help them achieve their goals
- Build, manage, and leverage key stakeholder relationships to build awareness across the entire district including administrators, curriculum departments, tech departments, and others as needed
- Develop a communication cadence with customers to monitor account health and deliver student learning outcomes
- Strategize with marketing and product teams throughout the onboarding, nurturing and renewal Customer Success journey to achieve mutually beneficial long-term goals
- Maintain a deep collaboration with your Sales Counterpart to help in customer negotiations, growth of customer ACV, and strong usage amongst your customer base
- Continuously self-educate about Nearpod’s products and solutions and the K-12 competitive landscape
- Anticipate customer needs and adapts strategic plans in accordance with closely monitored metrics to achieve long-term goals and desired outcomes
- Cultivate and strengthen relationships within assigned accounts as well as cross-functionally within Nearpod
- Actively seeks to understand change and incorporate new processes and systems quickly and effectively
- Curate success stories from districts to broaden Nearpod’s efficacy resources
- Participate in internal departmental committees to assist in process improvement, resource creation or other priorities assigned by committee leads
- Mentor new Customer Success Managers and assists in new employee onboarding training and development
- Assist in leading Internal trainings to both departmental and cross-functional groups
- Work as subject matter experts
- Cover for Team manager in the case of absences
Required Skills & Experience:
- You have 3+ years of Customer Success experience or education implementation/ vendor role
- You have an education background preferred (classroom, technology coach, school administrator)
- You have worked in Education and/or SaaS driving large account implementations
- Experience working with curriculum departments preferred
- You excel at building relationships—you establish rapport, listen, and earn your customers’ trust and drive stickiness
- You can organize and lead a project implementation by influencing and coordinating the actions of people outside your locus of control
- You have a bias towards action and proactivity, and look to direct a situation rather than react
- You have strong technical skills; you like learning new software and techniques
- You convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly
- You are driven to exceed customer expectations
- You proactively work to mitigate churn and handle objections to renew and expand accounts
- You want to use your skills to help support teachers and students
- You are driven to exceed customer expectations through a myriad of communication strategies
- You are able to operate in a highly efficient manner by balancing inbound requests with proactive outbound activities
- You have strong technical skills; you like learning new software and techniques
- You convey complicated information in written and verbal communication that is simple, clear, concise, professional, and friendly
- You are driven to exceed customer expectations
- You have the ability to travel
Additional Information
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.
Salary Range: $64,600-$97,000
This range is based on national market data and may vary by experience and location.
Benefits:
- World Class Benefits: Medical, Prescription, Dental, Vision, Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 13 Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
Frequently cited statistics show that some women, minorities, individuals with disabilities, and protected veterans, may only apply to roles if they meet 100% of the qualifications.
At Renaissance, we encourage all applications! Roles evolve over time, especially with innovation, and you may be just the person we need into the future. We hope you're open to learning new skills to grow with us. Make our team, your team!
Renaissance is an equal opportunity employer and does not discriminate with respect to any term, condition or privilege of employment based on race, color, religion, sex, sexual orientation, gender identity or expression, age, disability, military or veteran status, marital status, or status of an individual in any group or class protected by applicable federal, state, or local law.
At Renaissance our mission is: “To accelerate learning for all children and adults of all ability levels and ethnic and social backgrounds, worldwide.” Inherent in that guiding principle is dedication to serving all identities by recognizing the importance of Diversity, Equity, and Inclusion (DEI) in our organization, our work and our products.
Renaissance also provides reasonable accommodations for qualified individuals with disabilities in accordance with the Americans with Disabilities Act and applicable state and local laws. If an accommodation is needed to participate in the job application or interview process, please contact Talent Acquisition.
