Customer Success Associate II (Southern California)

ABOUT SWING:

Founded in 2015 by former K-12 educators and administrators, Swing Education is a leading platform assisting school districts in sourcing dependable, highly qualified substitute teachers. Recently recognized as the Most Innovative Company in Education by Fast Company and named a Great Place to Work in 2024, Swing continues to set the standard for excellence in the EdTech space.

At the core of our company stands a diverse and visionary leadership team. In the face of a nationwide teacher shortage, Swing believes that every classroom should have a teacher, and every student deserves uninterrupted learning. At Swing, we champion a fundamental belief: for our schools and students to thrive, our team must reflect the rich diversity of the thousands of students and educators we are privileged to serve. We are committed to creating a work culture that embraces inclusivity and belonging for every member of our present and future team. To learn more about Swing Education and our Core Values, please click here.

POSITION SUMMARY:  

As a Customer Success Associate II (CSA), you will play a pivotal role in ensuring the success and satisfaction of our existing school partners. Through consistent, strategic engagement—via email, phone, virtual, or in-person meetings—you’ll not only maintain strong relationships but also serve as a key growth engine by uncovering expansion opportunities and actively generating high-quality referrals to fuel new customer acquisition.

You will be responsible for identifying both risk and opportunity within your portfolio, collaborating cross-functionally to resolve issues and optimize partner experience, and cultivating trust with school decision-makers and end users alike. Your ability to listen deeply, ask the right questions, and spot patterns will help turn satisfied partners into advocates and expand Swing’s presence within and beyond their networks.

You are a highly organized, empathetic, and proactive communicator who thrives on helping school partners maximize the value of their Swing partnership—and in turn, helping Swing grow through the voices of our most trusted champions.

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

1. Relationship Management: Building strong relationships with school partners, understanding their needs, and proactively addressing concerns leading to referrals and expansion opportunities.
2. Communication: Being a thoughtful and empathetic communicator, guiding partners to maximize their experience with our services.
3. Problem Solving: Proactively identifying potential issues and finding solutions to enhance partner satisfaction and retention.
4. Collaborate: With Account Managers, Marketing, and Product teams to ensure our customers’ needs are represented, met, and resolved
5. Account Support: Addressing complex account inquiries and collaborating with Account Managers to strategize on resolving partner pain points.
6. Data Analysis: Utilizing data to track partner success metrics, identify trends, and recommend improvements.
7. Seamless Onboarding: Ensuring new and expanding partners have a smooth transition and implementation experience with our platform.
8. Training and Education: Providing training sessions and educational resources to empower partners to utilize our services effectively.
9. Feedback Loop: Actively gathering feedback from partners to drive product improvements and enhancements.

REQUIREMENTS AND QUALIFICATIONS:

• 3+ years of Customer Support/Account Coordination experience
• Must reside in Southern California region
• Experience in education or EdTech a strong plus
• Strong Excel skills (v-look ups, pivot tables, formula generation) a plus
• You possess the skill to efficiently operate by effectively prioritizing tasks and seamlessly transitioning between contexts in a dynamic, fast-paced setting.
• You demonstrate a proactive approach, actively navigating and influencing situations rather than reacting passively. You possess the skill to efficiently operate by effectively prioritizing tasks and seamlessly transitioning between contexts in a dynamic, fast-paced setting.
• You are driven to exceed customer expectations. You excel at building relationships by establishing rapport, listening, and earning your customers’ trust
• Bachelor’s degree preferred or equivalent experience required 
• Ability to understand semi complex to complex technical issues
• Hyper-or