Customer Success Manager I

Screencastify•Chicago, IL

1d•$50,000 - $63,000•Hybrid

About The Position

We are looking for a Customer Success Manager I (CSM I) to manage a portfolio of lower ARR B2B customers. This is an ideal opportunity for someone early in their Customer Success career (or transitioning into Customer Success) who is eager to learn, build customer relationships, and grow within a fast-paced SaaS environment. In this role, you will own a book of business, help customers successfully adopt and expand their use of our platform, and develop foundational Customer Success skills. You will work closely with Support, Product, and senior Customer Success team members while building expertise in customer engagement, retention strategy, and value realization. Why is this role special? 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. You get to have a massive impact. You’ll be joining a fantastic team and helping grow the Success function at Screencastify. You’ll have plenty of guidance and support from leadership as you execute. 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.

Requirements

Have relevant customer-facing work experience and want to begin a career in the booming 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.

Responsibilities

Own and manage a book of business: Manage a portfolio of lower ARR B2B customers with a focus on retention, adoption, and long-term growth
Serve as the primary point of contact for your accounts and proactively engage customers through onboarding, check-ins, and strategic touchpoints
Collect product feedback from customers and share insights to the larger team
Own the end-to-end renewal process for your book, ensuring timely and successful contract renewals
Proactively identify upsell and expansion opportunities aligned to customer needs and goals
Learn our product inside and out and help your accounts drive adoption and outcomes.
Provide custom professional learning opportunities for customers within your book of business, and throughout the organization.