Customer Success Manager

Description:

At Grasshopper Kids, our Customer Success Team is dedicated to supporting schools in seamlessly integrating our innovative and educational programs with their students' enrichments. Our programs offer high-quality enrichment, extracurricular activities, and highly skilled teachers to provide on-site learning during and after school, enriching the educational experience for students while alleviating challenges for school coordinators.

As our trailblazing and highly strategic first Customer Success Manager at Grasshopper Kids, you will be responsible for developing and executing a comprehensive strategy for partnering with school administrators, driving adoption, retention, and satisfaction. You'll be a go-to partner and account manager, driving customer engagement through day-to-day support and broader campaigns and initiatives. You'll advocate for schools and students/families both internally and externally, ensuring their needs are met, and expectations exceeded, deepening our Grasshopper Kid's community of enthusiasts.

By partnering with and supporting schools and Grasshopper educators, you'll help drive Grasshopper Kids' mission to inspire a love for learning in kids and shape the future of education for students and professionals. Grasshopper Kids already has a reputation for our impeccable service alongside our talented teachers: you'll be part of the magic!

Additionally, you'll be joining the Grasshopper team at a time of rapid growth and as one of our first full-time hires. You'll work side-by-side with the company's co-founders and fellow early staff in a highly dynamic role that allows you to truly build out your function and give strategic input across the organization.

The ideal candidate has/is:

• Experience as a Customer Success Manager or equivalent, ideally in education
• Passionate about problem-solving and providing a high level of service and care
• Someone whose wheels turn about how to go above and beyond and deliver the best experience for school, teachers, and especially kids!
• Comfortable working strategically and operationally, building long-term roadmaps as well as acting on time-sensitive matters, regardless of scale
• A team player and lifelong learner with an entrepreneurial spirit

Responsibilities

School Onboarding

• Manage the onboarding process for new school customers, including scheduling & resourcing, ensuring all their Grasshopper enrichment classes run smoothly
• Work with our teacher recruitment function to ensure appropriate staffing

Customer Management

• Build and maintain strong relationships with school customers as a trusted resource to help them make the most of their Grasshopper enrichments, including suggesting or curating enrichments and teachers based on what you learn
• Troubleshooting any day-to-day issues should they arise, as well as seeking out opportunities to go above and beyond with proactiveness and professionalism, including supporting daily operations when your customers' care calls for it

Drive renewals

• Manage the end-to-end process of contract renewals, including creating a calendar, communications cycle, and all of the right processes to drive optimal outcomes for the business, i.e., to ensure that schools and their students keep on experiencing the Grasshopper magic term after term, year after year!
• Retain current revenue and expand enrichment contracts each term

About you

• Self-starter and proactive
• You fix things you see are broken rather than wait for others to do so
• Team player with strong communication skills
• Great attention to detail
• Creative problem solver who loves to iterate and continuously improve
• You love to apply your learnings to create new processes & systems

Must-Haves

• 3-5+ years experience as Customer Success Manager or equivalent
• Prior experience working at a high-growth B2B startup
• Ability to work independently and collaboratively in a dynamic environment
• Excellent verbal and written communication skills
• Proficient with tools such as Google Suite, Slack, Zoom
• Proven experience managing accounts over time, including retention/renewals
• Experience with maintaining and utilizing CRM tools
• Entrepreneurial-minded, with a bias for action