Customer Success Manager

YouScience, LLC.
American Fork, UT / Remote
30+ days ago

Job Description

Customer Success Manager

American Fork, Utah / Office / Full-Time

About YouScience

YouScience is a rapidly growing SaaS business focused on solutions in the education and workforce development sectors with millions of users in schools across the US and globally. With locations in American Fork, UT, and Nashville, TN, we combine revolutionary aptitude-based career guidance with industry-recognized certifications that empower students to uncover their natural talent, validate their skills and knowledge, and pursue their best-fit educational pathways and careers.

About Our Team

Our customer success team loves helping people! We understand the challenges facing teachers and students and are motivated to help our customers succeed. We are team players who are committed to doing whatever is required to meet customers’ needs, regardless of whose responsibility it “should” be. We are talented trainers and presenters who embrace the fast pace and fluid environment of a small and growing company. We’re not satisfied with, “that’s how it’s always been done.” We think critically, adapt quickly, and have fun while we do it.

Job Description

As a YouScience customer success manager, you will shepherd your clients (primarily secondary schools and districts) throughout their customer journey, driving adoption and renewal by delivering value and focusing on customer health. You will represent the voice of the customer and work closely with Support, Sales, Marketing, and Product to ensure your clients’ needs are met. You will advise clients on how to get the most value from our products according to their unique requirements and identify unmet needs that present opportunities for upsell.

This position is located in American Fork, UT. Work will be performed in the office during the initial onboarding and training period, after which a hybrid approach (designated days in the office and others remote) is possible.

Responsibilities

  • Demonstrate mastery of our product suite and understanding of the education environment in guiding clients to get the maximum benefit from using our product suite
  • Advise customers on planning their YouScience implementation, integrating it into their school year in a manner that ensures they achieve their specific goal
  • Use data and processes to monitor client progress throughout the year, delivering timely guidance and intervention to ensure successful outcomes
  • Identify opportunities to expand customer usage of YouScience products and services by paying attention to unmet needs
  • Conduct customer training sessions online or in person, as appropriate
  • Solve customer issues in coordination with other YouScience teams, taking ownership of the issue until the situation is resolved
  • Develop training materials, classroom curriculum, and other support materials to improve customer experience and facilitate successful implementation
  • Deliver on key company metrics, including but not limited to utilization, retention, and NPS
  • Represent the voice of the customer in cross-functional projects, ensuring customer needs are built into product and process initiatives
  • Document customer interactions in CRM system according to established processes
  • Demonstrate mastery of internal technology, tools, and processes
  • Participate in cross-functional projects to drive improvement and growth across the company
  • Assist with customer onboarding, support, and other tasks as needed

What You Should Have

  • BA/BS or equivalent
  • 2+ years working in education or education services
  • 2+ years customer success or account management experience, preferably in a SaaS environment
  • Ability to travel (less than 10%)

Extra Credit

  • Outstanding communication, presentation, and problem-solving skills
  • Prefer working as part of an integrated, cooperative team
  • Proven record of juggling multiple responsibilities
  • Incorporated technology as a routine, integral part of your life
  • Thrive in a dynamic, fast-paced environment
  • Highly organized with strong attention to detail
  • Self-directed, able to work independently

Benefits

  • Collaborative work environment with fantastic team
  • Opportunity for growth and advancement
  • A chance to really make a difference in individuals’ lives and drive societal change
  • Generous health/dental/vision benefits
  • 15 days PTO, plus ~14 paid holidays, and the week of July 4th and the week between Christmas and New Years off (paid)
  • We sincerely live by our values, which are:
  • We empower others
  • We perform as a cohesive championship team
  • We are all leaders
  • We never stop growing
  • We make a positive impact
  • We show respect in word and in deed
  • We remember that life is bigger than our work

YouScience is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, sexual orientation, gender identity, color, religion, national origin, age, disability, veteran status, or another legally protected status.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • Monday to Friday

Ability to commute/relocate:

  • American Fork, UT 84003: Reliably commute or planning to relocate before starting work (Preferred)

Education:

  • High school or equivalent (Preferred)

Experience:

  • Customer service: 1 year (Preferred)

Work Location:

  • One location

Work Remotely:

  • Yes

Work Location: One location

Source

https://www.indeed.com/jobs

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