Customer Success Manager (EFUNDS for Schools)

SWBC•San Antonio, TX

15h•$89,253 - $133,879

About The Position

SWIVEL is seeking a Customer Success Manager to serve as the primary point of contact for customers using its schools product. The role guides customers through onboarding and manages ongoing relationships to help them achieve their goals, drive product adoption, reduce implementation risks, and identify opportunities for growth. The Customer Success Manager collaborates with internal teams and takes a proactive, customer-centric approach to building trusted, value-driven partnerships with school and district stakeholders. The role leads onboarding and implementation readiness, develops scalable Customer Success processes and workflows, and addresses gaps to improve customer experience and internal efficiency. It supports education technology adoption, advises districts on best practices, advocates for accessibility and equity, and represents customer needs internally to influence product development. The position also monitors customer health and success metrics, works to prevent churn, and collaborates with Sales on account growth. The position reports to the Director of Customer Success. The base salary range is $89,252.80 to $133,879.20. The role may be eligible for commission or a performance bonus. SWBC requires pre-employment drug testing and does not hire tobacco users as allowed by law.

Requirements

At least five years of experience in Customer Success, Account Management, or Sales within a SaaS start-up environment, specifically in EdTech or payment solutions.
Bachelor’s degree in Business Administration, Business Management, Marketing, Finance, or a related field.
Proven success managing customer relationships and driving revenue growth in education-sector technology solutions and/or payment platforms.
Strong SaaS start-up background, with hands-on experience in EdTech, school payment systems, or similar technology-driven industries.
Demonstrated track record of sales or account growth in education technology or payment processing markets.
Strong business acumen, communication, and negotiation skills, with the ability to build trusted relationships with school administrators and district leaders.
Ability to thrive in a fast-paced, evolving environment and adapt strategies to changing market and customer needs.

Responsibilities

Serve as the primary point of contact for day-to-day customer needs and build trust-based relationships with school and district stakeholders.
Lead onboarding and implementation readiness efforts to prepare customers and teams for success.
Create scalable processes, playbooks, and workflows for the Customer Success organization.
Identify gaps and implement solutions that improve customer experience and internal efficiency.
Collaborate across teams to establish handoffs, develop partner engagement models, and design strategies that empower districts.
Help schools adopt technology that streamlines payments and improves operational efficiency.
Educate districts on best practices for using EdTech solutions to improve student and parent engagement.
Stay current on K–12 technology, compliance, and payment-system trends to provide informed customer guidance.
Advocate for accessibility and equity in technology adoption across diverse school communities.
Drive adoption of tools that simplify administrative workflows and improve financial transparency for schools.
Represent the voice of the customer internally and influence product development to support satisfaction and retention.
Monitor customer health, proactively address risks, and implement strategies to prevent churn and support long-term success.
Identify account-growth opportunities and collaborate with Sales to expand education-sector partnerships.
Track and report customer success metrics, usage trends, and engagement to inform strategy and continuous improvement.
Take initiative to build structure and lay the foundation for sustainable, scalable growth.