Customer Success Manager, NAM

Company Description

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.

We are a growing, values-led community of employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning.

Veracross is five product brands in one global tech company

• Veracross SIS is a one-person, one-record school management platform

• Magnus Health provides cloud-based Student Health Record (SHR) solutions
• Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.
• Epraise incentivizes student well-being and connects teachers, students, and families.
• Firefly provides an online learning space for students and teachers

Role Summary

Customer Success Managers are strategic partners to our customers, responsible for the successful adoption of the software and the long-term success, happiness, and retention of Veracross schools. A Level I Customer Success Manager proactively monitors customer health and assesses needs to promote Veracross products and ensure schools maximize the value of the platform. They serve as an escalation path for broader business concerns and coordinate with internal support, implementation, and product teams to create action plans for resolution.

This is an entry-level role on the North American Customer Success team. It requires general knowledge of the Veracross organization, products, and services, and a commitment to quality service and customer satisfaction with a hyper-focus on reducing churn. A Level I CSM performs the responsibilities below with management assistance and supervision, and is supported in building toward independent account ownership over time.

Job Responsibilities

A Level I Customer Success Manager performs the following with management assistance or supervision:

• Partner with an assigned portfolio of schools to identify needs, uncover opportunities, and develop strategic account goals.

• Build relationships with assigned customers and promote goodwill between schools and Veracross, interacting via email, ticketing, and phone.

• Drive retention and manage churn through awareness of customer goals and proactive monitoring of customer health, using available resources to identify and address barriers to adoption and expansion.

• Assess school business needs to suggest products or services that drive long-term success, passing potential leads for incremental software needs to the sales organization.

• Serve as an escalation path for customers, working to identify and remove barriers and coordinating internal resources to expedite resolution or develop action plans as needed.

• Collaborate with internal teams, partnering with Support, Implementation, and Product Management to align on account strategy, ensure successful use of the software, and maximize renewal opportunities.

• Bachelor's degree or equivalent customer service experience.

• 1-2 years of work experience in the SaaS industry.

• Experience in high-energy, customer-facing roles.

• Demonstrated success multi-tasking and managing multiple high-profile accounts.

• Demonstrated success providing outstanding client service, evidenced by strong customer satisfaction or retention.

• Excellent written and verbal communication skills.

• Problem-solving and analytical skills: able to identify issues with a customer's experience and propose lasting solutions.

• Ability to operate with minimal guidance while performing your duties, with support available from your manager and team.

• Experience working in a collaborative team and contributing to a positive culture.

• Industry knowledge of the K-12 private school sector or other education SaaS products is a plus.

Who Thrives Here

• A strong communicator who enjoys building relationships and interacting with customers across multiple channels.

• Someone who de-escalates well: empathetic, and able to make customers feel heard.

• Someone who likes solving business problems and finding lasting solutions for customers.

• Someone who enjoys research and analysis, spotting trends in data and acting on them.

• Organized: can prioritize and monitor a portfolio of customers using both data and relationships.

• Eager to learn the Veracross platform and grow toward greater account ownership.

• 3 weeks of vacation per year
• 14 paid holidays per year (including the week off between Christmas and New Year's Eve)
• 56 Hours of paid sick leave annually
• Top tier benefits -
• Medical, Dental & Vision (Blue Cross Blue Shield & EyeMed)
• Veracross LLC Fidelity 401(k) Plan - Managed by Sentinel Benefits

Salary at Veracross is determined by a variety of factors including, but not limited to: business considerations, local market conditions, and internal equity, as well as candidate qualifications, such as skills, education, and experience. The compensation range for this position is $75k to $85k (annualized USD) in addition to potential bonus.

We value the power of an inclusive culture and a strong sense of belonging. Consideration and respect are the norm; and all team members are supported in reaching their full potential.