Customer Success Manager

At TutorMe, we're here to level the academic playing field by empowering students to get the on-demand support they need to achieve their academic goals. Our mission is to make learning fun, engaging, and equitable for all students. We believe in providing learners with the right teachers, tools, and motivation so they can thrive no matter their circumstances.

Recognized as one of Built In's 2022 Best Places to Work and certified as a "Great Place to Work," TutorMe is an on-demand online education platform where expert tutors work 1-on-1 with students of all ages, backgrounds, and learning styles to bridge learning gaps, increase educational equity, and improve student outcomes. Since 2013, TutorMe has been a trusted resource for K-12 school districts, higher education institutions, employers, and nonprofits, supporting over a million students by providing on-demand 24/7 help with 300+ subjects ranging from Algebra to Aerospace Engineering. Join a first-class team that's increasing education equity for all students!

We're looking for a fully remote Customer Success Manager to join our rapidly-growing education technology startup. Online tutoring is more important than ever, and our customer base is booming!

You'll be working with school administrators to help them learn how to use TutorMe, drive high adoption rates among their students, and make sure they're getting the best experience they could ever dream of. You'll also get to sharpen your skills as part of a team of award-winning Customer Success professionals with decades of experience, dedicated to helping develop you into the world's greatest CSM. We don't just believe in doing great things for students - we also believe in doing great things for each other!

• Own a book of business and be responsible for adoption and renewals for your clients
• Build strong relationships and tailor your support to the unique needs of each client
• Proactively identify obstacles to your client's success, and build and execute strategies to overcome them
• Drive high student engagement for your clients, and communicate their own successes across all levels of the customer organization
• Resolve client issues via email, phone, and Zoom, ensuring high CSAT
• Upsell clients at the appropriate points in their lifecycle (this isn't a boiler room)
• Assist the rest of our Customer Success team in creating world-class training materials and webinars
• Work with other departments to improve our products and services according to customer needs and feedback

Requirements

• 2+ years of experience managing renewals/retention in a Customer Success role (bonus points for experience in SaaS)
• Outcome-based approach that relentlessly prioritizes customer satisfaction
• Excellent written and verbal communication—professional without being too formal, friendly without being overly familiar
• Ability to communicate easily with executives and a talent for soothing stressed or upset clients
• Experience managing onboarding for large clients with multiple stakeholders
• Able to travel as needed (2x per quarter)
• Bachelor's Degree required; experience working in education is a bonus
• Must be comfortable with frequent change and an evolving structure—this is a start-up environment, so things move fast!

Benefits

• Competitive base salary, excellent commission structure, & 401(k) matching
• Generous vacation, holiday, and sick PTO
• Top-notch health, dental, and vision insurance
• Access to an annual wellness credit and on-demand mental health support
• 120 hours of online tutoring per year for you and your family (10 hours per month)
• 100% remote work environment; we will provide you with all the tools you need to be successful
• Mobile phone stipend and work from home allowance
• Monthly DoorDash stipend and free DashPass membership
• Opportunity to be a key player at a high growth start-up that's helping students nationwide get the academic support they need
• We love to learn! All TutorMe team members have access to numerous professional and personal development opportunities

If you are not sure that you're 100% qualified, but you're up for the challenge—we encourage you to apply!

We recognize that diversity drives innovation, so we proudly cultivate a diverse, inclusive workplace where we learn from each other. As an equal opportunity employer, we welcome people of all different backgrounds, experiences, abilities, and perspectives to join our team of passionate professionals.

*For Colorado Residents: the role has a salary range of $70K - $75K base plus commission, and great benefits, (www.myzvolife.com).

This position will be titled "Student Success Manager"