Customer Success Manager I
Screencastify📌 Core Information
🔹 Job Title: Customer Success Manager I
🔹 Company: Screencastify
🔹 Location: Chicago, Illinois, United States
🔹 Job Type: Remote
🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)
🔹 Date Posted: April 1, 2025
🔹 Experience Level: 0-2 years
🔹 Remote Status: Remote OK
📌 Essential Job Details
🚀 Job Overview
Key aspects of this role include:
- Supporting tier 3 customers to maximize results with Screencastify's product
- Building strong relationships through customer interaction and engagement
- Driving product adoption and successful learning outcomes in the K-12 sector
- Collaborating with internal teams to enhance customer experience
ASSUMPTION: The role primarily involves fostering relationships and optimizing product usage for educational institutions, with a strong focus on user feedback for product development.
📋 Key Responsibilities
✅ Partner with the Support team to manage and support lower tier accounts
✅ Collect and analyze customer product feedback for insights
✅ Provide customized learning sessions to enhance customer use of the product
✅ Collaborate in the automation of renewal and expansion processes
✅ Advise the product development team using educational expertise
✅ Conduct customer onboarding and tackle customer health issues
ASSUMPTION: The responsibilities involve both operational and strategic elements, with an emphasis on customer retention and expanding product use among existing clients.
🎯 Required Qualifications
Education: Not specified, but a background in education may be beneficial
Experience: Customer-facing experience, ideally in K-12 education
Required Skills:
- Customer Success acumen
- Strong relationship-building ability
- High emotional intelligence and empathy
Preferred Skills:
- Training liaison experience
- Familiarity with educational technology
ASSUMPTION: Candidates with prior experience in educational technology or similar sectors will excel, though a formal degree in education isn't explicitly required.
💰 Compensation & Benefits
Salary Range: Not specified, but competitive compensation is emphasized
Benefits:
- 401k & Profit Sharing plan
- Flexible time off (FTO) policy
- Comprehensive medical, dental, and vision insurance
Working Hours: 40 hours per week with a flexible arrangement
ASSUMPTION: The compensation package is designed to be competitive within the industry, offering flexibility and comprehensive health benefits to support employee well-being.
📌 Applicant Insights
🔍 Company Context
Industry: Software Development, specializing in educational video tools
Company Size: 51-200 employees, allowing for a dynamic and collaborative work environment
Founded: 2013, with a focus on innovation in video-creation tools
Company Description:
- Leading provider of video creation tools in the education sector
- Over 15 million users globally
- Advocates for easy-to-use solutions to enhance communication
Company Specialties:
- Screencasting
- Screen recording
- Video editing
Company Website: https://scrncstfy.com/45L64Cb
ASSUMPTION: Given its size and focus, Screencastify is likely to foster innovation and provide ample growth opportunities for employees interested in educational technology systems.
📊 Role Analysis
Career Level: Entry-level, with a growth trajectory in Customer Success
Reporting Structure: Part of a collaborative team, reporting to Customer Success leadership
Work Arrangement: Primarily remote work with flexible hours
Growth Opportunities:
- Pathway to advanced roles in Customer Success
- Opportunities to impact product development
- Access to professional development resources
ASSUMPTION: The role is designed to cultivate career progression within the Customer Success field, highlighting development in both hard and soft skills.
🌍 Location & Work Environment
Office Type: Remote with optional access to company facilities if needed
Office Location(s): Chicago, Illinois, as primary headquarters
Geographic Context:
- Central location in a major city enhances accessibility
- Remote work culture supports global collaboration
- Potential for in-person events and meetings in Chicago
Work Schedule: Standard 40-hour work week with flexibility for personal scheduling
ASSUMPTION: The remote nature signifies a supportive environment for work-life balance, beneficial for those not based in Chicago.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Initial screening interview
- Behavioral interview focusing on customer relationship scenarios
Key Assessment Areas:
- Emotional intelligence and empathy
- Relationship-building capabilities
- Problem-solving skills in customer contexts
Application Tips:
- Highlight any experience working with educational tools
- Demonstrate strong relationship management expertise
- Showcase adaptability in dynamic environments
ATS Keywords: Customer Success, Relationship Building, K-12 Education, Emotional Intelligence, Onboarding
ASSUMPTION: The company values diverse backgrounds and skills, with a specific emphasis on emotional intelligence and effective communication in educational settings.
🛠️ Tools & Technologies
- Screencastify
- Common educational technology tools
- CRM and customer support software
ASSUMPTION: Tools used are likely focused on education technology, requiring familiarity with similar software platforms used in schools and districts.
👔 Cultural Fit Considerations
Company Values:
- Innovation in educational technology
- Commitment to quality customer service
- Fostering a collaborative and inclusive environment
Work Style:
- Results-oriented and customer-focused
- Team player with a proactive approach
- Able to thrive in fast-paced and dynamic settings
Self-Assessment Questions:
- Am I passionate about educational technology?
- Do I excel in building and maintaining customer relationships?
- Am I comfortable working in a startup environment?
ASSUMPTION: The cultural fit emphasizes interactivity and proactivity, ideal for individuals who thrive in startup settings that encourage creativity and initiative.
⚠️ Potential Challenges
- Need to quickly adapt to new educational technologies
- Maintaining customer engagement with diverse needs
- Balancing multiple relationship-building tasks
- Navigating startup pace and scale of operations
ASSUMPTION: Challenges may arise from the need for flexibility in managing customer expectations in a rapidly evolving tech landscape.
📈 Similar Roles Comparison
- Other Customer Success roles may not focus as solely on education
- Competitor roles might not offer such a wide impact in product development
- Similar positions may lack the remote flexibility offered by Screencastify
ASSUMPTION: This role's focus on educational technology and customer feedback integration offers unique development opportunities compared to similar roles.
📝 Sample Projects
- Developing new onboarding processes for tier 3 customers
- Creating user feedback loops for product development teams
- Implementing automated customer retention strategies
ASSUMPTION: Sample projects likely involve cross-departmental collaboration aimed at enhancing user experience and expanding product capabilities.
❓ Key Questions to Ask During Interview
- How does Screencastify measure Customer Success?
- What are the primary challenges encountered by Tier 3 clients?
- How does the company support professional growth within this role?
- Can you describe a successful customer success story at Screencastify?
- What tools does the team use for managing customer relationships?
ASSUMPTION: Engaging with these questions can provide clearer insight into the company's value on customer relationships and role functionality.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through this link
- Prepare your resume aligning with the key skills required
- Demonstrate your passion for customer success in educational tech
- Highlight adaptability and problem-solving experiences
- Be ready for a remote-first interview process
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
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