We’re hiring: Customer Success Manager
Find Your Grind is growing. Join our team. Find Your Grind helps students figure out who they are and where they want to go by flipping the script on traditional career planning and focusing on a lifestyle-first approach.
Find Your Grind’s curriculum is designed for middle school and high school and is delivered through a personalized approach to learning, self-discovery, and career exploration – helping students become future-ready in a rapidly evolving world.
Where you’ll be
At Find Your Grind we’re a fully remote and distributed team, and for this role, we’re looking for someone in the USA.
The Opportunity
The Customer Success Manager should be a creative visionary and an excellent strategist. You’ll have to rely on your knowledge and understanding of the product, customer base, and industry best practices to build long-term relationships and evangelism with Find Your Grind partners.
You’ll be taking over a portfolio of Small-to-Medium Accounts. That means there’s enough of a process for you to have some momentum from day 1, but also the expectation that in this dedicated position, you’ll be learning while always striving to implement best practices.
In an EdTech startup like ours, responsibilities are fluid, and accountabilities are clear.
What You'll Do:
- Implementation Planning: Develop and execute implementation plans for assigned accounts, ensuring tasks are completed effectively and on time.
- Onboarding Accounts: Schedule and deliver personalized sessions for teacher end users.
- Customer Support: Conduct regular check-ins to address and resolve educator concerns, capturing valuable feedback on our products.
- Data Analysis: Identify trends in data to highlight student performance and needs, using this information as a coaching tool to promote equitable and engaging classroom practices.
- Champion Cultivation: Identify and nurture "champions" and "partners" within districts to strengthen program implementation.
- Retention & Renewal: Identify and intervene with "at-risk" accounts, secure renewals by building strong relationships with key decision-makers, and collaborate with sales to grow partner reach.
- Support & Expansion: Assist with new and prospective implementations, ensuring proper account setup and identifying opportunities for expansion to relay to our sales team.
Benefits at Find Your Grind
- Vacation: Everyone starts at 15 days of Vacation. Your 3rd Anniversary adds 5 more days to your Vacation.
- Sick Leave: 6 Sick Days per year.
- Holidays: Everyone gets an additional 12 days of holidays throughout the year.
- Sabbatical: After 48 months with FYG get 4 weeks unpaid leave to explore.
- Maternity leave: After 12 months with FYG get 8 weeks paid + 8 weeks unpaid leave.
- Paternity leave: After 12 months with FYG get 6 weeks unpaid leave.
- Giving back: 1 Day per year to volunteer in your community.
Where this role sits within Find Your Grind
- CEO + President
- Director of Partnerships
- Head of CS
- Customer Success Manager
- VP Engineering
- Senior Product Manager
- Director of UX
- Director of Learning
- Product Manager PD
The Customer Success Manager stakeholders
- CEO + President
- Find Your Grind Leaders (VPs + Directors)
- Sales team
- External parties
Key attributes we’re looking for…
- Education: Bachelor’s degree (Education or Marketing/Business preferred).
- Experience: 1-2 years in a client-facing role related to partnership development (support, sales, customer success etc.)
- Communication Skills: An active listener with strong communication skills.
- Attention to Detail: Ability to maintain accuracy and attention to detail in a fast-paced environment.
- Organizational Skills: Strong organizational and time-management skills, with the ability to multi-task.
- Collaborative Spirit: Enjoy collaborating with a wide range of people and disciplines.
- Problem Solver: Natural problem-solving and analytical abilities.
- Tech-Savvy: Comfortable or proficient with the Google Suite, CRMs, and Customer Service Platforms, as well as be eager to learn new technologies and systems.
- Guidance Provider: Comfortable providing gentle push-back and guidance to educators to ensure best practices and successful implementations.
- Preferred Background: Experience in K-12 education is a plus. The candidate should bring an understanding of classroom management, the educational landscape, and the ability to foster buy-in from fellow educators.
What styles work at Find Your Grind
The Find Your Grind Customer Success Manager must have the ability to work cross-functionally and be credible — a difficult trait to define but an impossible one to ignore. At Find Your Grind, we find credibility often stems from a mix of hard work and strong relationships across the organization. Put another way: people must enjoy working with you!
A typical day at Find Your Grind as the Customer Success Manager
50% Customer Management and Product Support
- Video
- Email
- Phone
- Web Chat
- Website
- Internal analytic tools to monitor accounts
20% Monthly, Quarterly Retention, Growth, and Impact Meetings
- Daily you will be leading inspiring sessions across your portfolio of accounts to deliver positive impact, improve implementation, and provide thought leadership to stakeholders
- These sessions provide you an opportunity to work toward retention and growth goals within Customer Success strategy
15% Account Onboarding
- Our sales team moves fast! Weekly you will be supporting the conversion of new customers into Find Your Grind’s customer success lifecycle process. This includes integration support, account setup and onboarding, and CRM management tasks
10% Support regional sales managers with product demonstrations, implementation questions, localization support (i.e. standards alignment)
5% Meet with internal teams to leverage partner data to improve product delivery and impact
What you’re first 90 days could look like
You're 10 days in, and…
- You’ve felt the love of the Find Your Grind family (You’ll meet our CEO and President Nick and Jay, in our hiring process), and you’re loving the fact you can bring your whole self to work every day.
- You’ve scoped out our pipelines and gotten familiar with HubSpot
- You’ve completed your Find Your Grind product onboarding as a student, identified your lifestyle matches, and have passed your summative assessments.
You’re 30 days in and…
- Your product knowledge for educators and students is advanced, and you fully see the value proposition
- You’ve actively taken over the current day-to-day operations of Account Management, preparing and leading sessions with your portfolio of accounts
- You’ve established foundational knowledge of internal reporting and analytics and know how to leverage data to improve customer success rates.
- You’ve commenced managing internal and external stakeholders for asset creation as needed.
- You’re prepared for weekly Customer Success meetings, keeping all things moving, removing blockers, and foreseeing issues.
- Your Slack game is strong and you’re naturally contributing to our positive work-culture
You’re 60 days in and…
- You’re in complete control of your customer portfolio and understand how we measure success
- You’ve begun to think through how we can do things better along two themes, productivity and performance.
- You’ve developed your relationship with the sales team and have begun to see the alignment.
- You’re now an expert on how to retain and grow customer accounts and have incredible knowledge of all of Find Your Grind’s product offerings
You’re 90 days in and…
- You are starting to see the results of your hard work - customers are finding success, renewing, and singing the praises of our software and support!
Applying for this role
Please apply on LinkedIn or by emailing erika@findyourgrind.com with your resumé and a cover letter addressing why you would be amazing at delivering the outcomes we are looking for.
Expect 4 phases for applicants who are contacted to move forward:
Phase 1, Meet and Greet
- A quick 15 min call for us both to get a feel for each other's energy and perspectives on the world.
Phase 2, Discover More
- A 45-minute, role-based interview, where you'll get to find out a lot more about us, and we'll be keen to do the same with you
Phase 3, Case Study + Culture
- You'll be given a case study to analyze and solve, and present back to us. After your presentation, you'll spend time with some of our team to get a stronger feel for our culture and gain new perspectives on how team members view life at Find Your Grind.
Phase 4, Confirmation
- This phase is designed to give us, and you, time to address any final assumptions we may have about each other before an offer may be presented.