Customer Success Manager II

📌 Core Information

🔹 Job Title: Customer Success Manager II

🔹 Company: Screencastify

🔹 Location: Remote (Based in Chicago, Illinois, United States)

🔹 Job Type: Full-Time

🔹 Category: 📞 Customer Service, 🎧 Customer Experience (CX)

🔹 Date Posted: April 1, 2025

🔹 Experience Level: Mid (2-5 years)

🔹 Remote Status: Remote

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Supporting school district and organizational customers to maximize product value.
• Building strategic relationships to understand and meet client needs.
• Expanding customer engagement and retention.
• Providing input for product development by collecting and sharing user feedback.

ASSUMPTION: The role is designed to enhance customer engagement through relationship management and strategic process implementation, balancing customer needs and product enhancements.

📋 Key Responsibilities

✅ Meet and onboard customers into the product ecosystem.

✅ Address customer health scores and resolve issues to prevent churn.

✅ Surface expansion opportunities and manage high-touch renewals.

✅ Observe trends and advise leadership on customer empowerment.

✅ Facilitate custom professional learning sessions.

✅ Provide insights to product development teams based on customer feedback.

ASSUMPTION: The responsibilities require a proactive approach in the integration of customer feedback with strategic objectives, ensuring customer satisfaction and company growth.

🎯 Required Qualifications

Education: Not specified, but likely a degree in Business, Marketing, or a related field is beneficial.

Experience: 2-5 years in a customer-facing role, preferably in Customer Success.

Required Skills:

• Customer Success
• Relationship Building
• Emotional Intelligence
• Empathy

Preferred Skills:

• Experience in the K-12 education sector
• Training liaison capabilities
• Product management insights

ASSUMPTION: Candidates with a background in education technology or related fields will have an advantage in understanding Screencastify's target market.

💰 Compensation & Benefits

Salary Range: Not specified; likely competitive based on industry standards.

Benefits:

• 401k & Profit Sharing Plan
• Flexible Time Off (FTO)
• Parental Leave
• Medical, Dental, and Vision Insurance
• Free One Medical membership
• Annual Divvy Bike Membership (for Chicago-based employees)

Working Hours: 40 hours per week, potentially flexible due to remote nature.

ASSUMPTION: While specific salary details are not provided, competitive and comprehensive benefits suggest a commitment to employee well-being and retention.

📌 Applicant Insights

🔍 Company Context

Industry: Software Development, focusing on video creation tools for diverse users.

Company Size: 51-200 employees; offers close-knit community and innovation opportunities.

Founded: 2013, exemplifying agility and entrepreneurship.

Company Description:

• Creating accessible video tools for education
• Enhancing digital communication and teaching
• Emphasizing usability and global reach

Company Specialties:

• Screencasting
• Video creation and editing
• Screen recording technology

Company Website: https://scrncstfy.com/45L64Cb

ASSUMPTION: The company's emphasis on educational technology supports a mission-driven culture focused on improving global teaching methods.

📊 Role Analysis

Career Level: Mid-level with opportunities for growth into senior customer success roles.

Reporting Structure: Likely reports to the Head of Customer Success or similar leadership role.

Work Arrangement: Remote, offering flexibility and autonomy.

Growth Opportunities:

• Advancement in Customer Success
• Potential cross-department collaboration
• Skill development in educational technology

ASSUMPTION: The growth potential is robust due to Screencastify's expanding influence in educational tech, favoring individuals who innovate and foster customer relationships.

🌍 Location & Work Environment

Office Type: Virtual due to remote work environment.

Office Location(s): Chicago-based for headquarters, but role is globally accessible.

Geographic Context:

• Strategically located in a major technology hub
• Remote flexibility enhances work-life balance
• Environment fosters inclusivity and collaboration

Work Schedule: Flexible, accommodating various time zones and personal schedules.

ASSUMPTION: The remote nature of the role enables diverse applicants, aligning with Screencastify's value of inclusivity.

💼 Interview & Application Insights

Typical Process:

• Initial application screening
• Preliminary video interview
• Skills assessment task
• Final interview with leadership

Key Assessment Areas:

• Customer success proficiency
• Emotional intelligence and relationship building
• Problem-solving abilities

Application Tips:

• Highlight relevant education or tech experience in resumes.
• Prepare examples of past customer success stories.
• Research Screencastify's video tools to discuss during interviews.

ATS Keywords: Customer Success, K-12 Education, Empathy, Video Technology

ASSUMPTION: Preparation for the interview should focus on demonstrating tech proficiency and customer relationship skills, resonating with Screencastify's mission.

🛠️ Tools & Technologies

• Screencastify Suite
• Customer Relationship Management (CRM) Software
• Video Editing Tools

ASSUMPTION: Familiarity with video editing and CRM tools will ease onboarding and enhance job performance.

👔 Cultural Fit Considerations

Company Values:

• Innovation and creativity
• Team collaboration
• Commitment to education and technology

Work Style:

• Flexible and adaptable
• Proactive problem-solving
• Emphasis on teamwork and communication

Self-Assessment Questions:

• Am I passionate about educational technology?
• Can I thrive in a remote work environment?
• Am I able to build and maintain strong customer relationships?

ASSUMPTION: A strong cultural fit involves a passion for education and a collaborative mindset that thrives in dynamic environments.

⚠️ Potential Challenges

• Balancing customer needs with company goals
• Handling a fast-paced, startup environment
• Navigating relationship dynamics remotely
• Adapting to evolving educational technologies

ASSUMPTION: Potential candidates should be ready to tackle challenges that come with rapid change in educational technology sectors.

📈 Similar Roles Comparison

• Greater focus on educational solutions compared to general tech
• Emphasizes customer relationship over product sales
• Strategic growth opportunities unique to startup environments

ASSUMPTION: Candidates may benefit from comparing this role to traditional customer success positions to understand the unique industry challenges and opportunities.

📝 Sample Projects

• Designing onboarding experiences for new education clients
• Developing product feedback loops with educators
• Creating content for professional learning webinars

ASSUMPTION: Projects are focused on maximizing user engagement and product adoption in educational settings.

❓ Key Questions to Ask During Interview

• What are the current expansion opportunities within major accounts?
• How does Screencastify facilitate professional development for its employees?
• What is the company's approach to feedback communication from customers?
• Can you describe the team culture at Screencastify?
• How does the company balance innovation with customer feedback?

ASSUMPTION: Questions should aim to clarify role expectations and opportunities for professional growth.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights customer success achievements
• Prepare a cover letter that includes your passion for education technology
• Research Screencastify's product offerings prior to interviews
• Be ready to discuss previous customer relationship management successes

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.