Strategic Customer Success Manager

Well, hello there 👋

Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary focus is on the K-12 education sector in the United States and we are critical in helping scale a teacher and improve student outcomes all while being an easy to use solution. Screencastify is used by over 15M people and is seeking a dynamic and results-oriented Strategic Customer Success Manager to join our Squad!

About the role

Screencastify is seeking a Strategic Customer Success Manager to support our highest tier customers, and help them maximize results with our product. As a Strategic CSM, you will have the opportunity to positively impact our Customer Success team, and lead the way for other CSMs. 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 to level up 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 some of our highest tier, and highly valued accounts, while observing trends and providing feedback to leadership about how to better support these accounts.
• Collect product feedback from customers and share insights into user focused collateral.
• Provide custom professional learning opportunities for customers within your book of business, and throughout the organization.
• Innovate and drive progress with our internal CS processes and playbooks.
• Advise product development through specific subject matter expertise.
• Share insights into user focused collateral.
• Meet with customers to help them onboard into the product, learn about new releases, address issues related to customer health scores, and save accounts that are in danger of churning, while surfacing expansion opportunities when appropriate for the customer.
• Own the implementation process - work with AEs and other CSMs to successfully implement (and reimplement) Screencastify, as well as execute QBRs and annual planning. 
• Align with CS and company leadership to provide internal subject matter expertise on CS and larger K12 initiatives. 
• Plan and offer internal coaching and professional learning to the existing CS team.
• Customer case studies—coordinate with marketing to execute the planning and creation of customer case studies.

Requirements

You're perfect for this role if you:

• Have at least 2 years of SaaS Customer Success experience and want to elevate your already established career in the Customer Success space, ideally with a K-12 background.
• Possess high emotional intelligence and empathy, with a natural ability to build  strong relationships.
• Can serve as a training liaison for teachers, coaches, and administrators, helping them realize the value of Screencastify for their individual teams.
• Are motivated by the success of your customers and team and enjoy delivering customized plans from concept to execution.
• Love the fast pace and excitement of start-up life and collaborate effectively in both in-person and remote/asynchronous environments.

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

Working at Screencastify 

At Screencastify, we are results focused and here to improve education globally. This isn’t an easy feat but it is important for our future. We value accountability, commitment, and speed. We take our responsibility to our customers very seriously, so when we miss a deadline or slow down, it matters.   

We’re a competitive culture and strive for speed and innovation. We are problem solvers, don’t point fingers and rather enjoy working together to bring solutions to the forefront.  

We love a challenge and pushing the world forward with creativity, ingenuity and out of the box thinking. People are everything and we want to work in a company of deeply good people who treat their colleagues exceptionally well. Rule # 1: Be a good person.

Compensation