Customer Success Associate

About the company

Remind, the leading communication platform in education, helps educators reach students and parents where they are: their phones. With nearly 30 million active users, we have our sights set on something even bigger: giving every student the opportunity to succeed.

Remind runs one of the largest free services in education (Remind Chat), a district/school SaaS business that has scaled to support millions of students (Remind Hub), and an online tutoring solution sold to districts, schools and individual consumers (Remind Tutoring). The common thread through each of our product lines is the belief that success in education is driven by relationships, and the Remind communication platform is where the next generation of education relationships live.

About this role

The Customer Success organization is the face of Remind to our school and district partners on a Remind Plan with the core of our SaaS business. As a Customer Success Associate on our scaled Customer Success team, you will be responsible for managing a large volume of accounts and supporting our customers through each stage of their lifecycle, from onboarding and activation to engagement and renewal.

The scaled Customer Success team supports our largest segment of school and district customers, and you will manage both your own accounts while supporting a pooled segment of customers. You will be responsible for driving engagement with Remind and maintaining high retention and growth rates through renewal and expansion conversations. This is a cross-functional role, and you will work closely with the Finance and Billing teams to ensure all contracts are accurate and paid.

About you:

• You have experience managing a portfolio of customer accounts for at least a 1 year cycle, including mitigating churn, upselling and renewing.
• You are organized and detail-oriented, with a proven ability to manage a number of tasks on tight deadlines with a high level of accuracy and thorough follow-up.
• You are an incredible listener and communicator, and can easily earn the trust and support of others.
• You are a self-motivated, proactive team player and work effectively in a highly collaborative, ambiguous, and ever-changing startup environment.
• You have a growth mindset in your day to day interactions with peers and customers as you learn more and grow in your career at Remind.

What you’ll do:

• You will work with customers directly to provide renewal contracts, negotiate terms, position services and escalate issues to the Customer Support and Billing teams.
• You will identify up-sell/cross-sell opportunities to maximize customer growth, while developing trusted relationships with your accounts.
• You will verify contracts, data integrity of all quotes, and review terms and conditions to ensure subscriptions are in line with Remind’s guidelines and policies.
• You will provide product walkthroughs and consultation to customers throughout their lifecycle, resolving escalations with a customer-first, service-oriented approach.
• You will provide proactive customer lifecycle management, including video conference success reviews, both written communications and on the phone, monitoring of customer health, usage and adoption of the solution. 
• You will systematically track and quantify feedback from customers and synthesize for Product, Engineering, and other teams to surface customer needs and shape our product roadmap.

On your first day, you should:

• Be excited to proactively manage a portfolio of customer accounts, identify risks, mitigate churn, and ensure on-time renewals and customer satisfaction.
• Be comfortable interfacing with customers, both via written communications and on the phone/video conference.
• Be familiar with Customer Success tools like Salesforce, Zendesk, or Outreach. Experience with Microsoft Excel and/or Google Sheets a plus.

Compensation

• Competitive salary and equity
• 401K
• 100% health coverage for you and your dependents
• Additional benefits for wellness and productivity
• Open vacation policy
• 16 weeks fully paid parental leave

Additional Information:

At Remind, compensation may vary depending on a number of factors, including a candidate’s qualifications, skills, competencies, experience, and location.

The on-target earnings [base salary + variable compensation] for this position is between $55,000 - $65,000 annually + equity + benefits. 

Remind is an equal opportunity employer, and we'