Customer Success Manager (EFUNDS for Schools)

SWBC•San Antonio, TX

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 day-to-day relationships to support long-term success. Reporting to the Director of Customer Success, the position drives product adoption, minimizes implementation risks, identifies growth opportunities, and builds trusted, value-driven partnerships through proactive customer engagement and collaboration with internal teams. The Customer Success Manager will support a portfolio of community-focused school and district clients from onboarding through ongoing engagement. The role also contributes to building scalable Customer Success processes and workflows, improving customer experience and internal efficiency, championing technology adoption in education, and informing product development through customer feedback. It offers an opportunity to grow further into communities.

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 technology solutions for education and/or payment platforms.
Strong background in SaaS start-ups, 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 so teams and clients are prepared 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 clear handoffs, partner engagement models, and strategies that empower districts.
Help schools adopt technology that streamlines payments and enhances operational efficiency.
Educate districts on best practices for using EdTech solutions to improve student and parent engagement.
Stay informed about K–12 technology, compliance, and payment-system trends to provide customers with informed 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, address risks proactively, 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.
Build structure where needed to support sustainable growth and scalable success.