Customer Success Manager I

Well, hello there 👋

Screencastify is a leading educational technology company dedicated to improving communication and learning outcomes with video. Our primary focus is on the K-12 education sector as we are critical in helping scale a teacher and improve student outcomes all while being an easy to use solution. Screencastify is used by over 15M people and is seeking a dynamic and results-oriented Customer Success Manager I to join our Squad!

About the role

We are looking for a Customer Success Manager I (CSM I) to manage a portfolio of lower ARR B2B customers. This is an ideal opportunity for someone early in their Customer Success career (or transitioning into Customer Success) who is eager to learn, build customer relationships, and grow within a fast-paced SaaS environment.

In this role, you will own a book of business, help customers successfully adopt and expand their use of our platform, and develop foundational Customer Success skills. You will work closely with Support, Product, and senior Customer Success team members while building expertise in customer engagement, retention strategy, and value realization.

Why is this role special?

1. You'll help our customers improve outcomes and equity. Schools and districts around the world depend on Screencastify to digitize their curriculum and communication, and businesses in other areas are soon to do the same. The need for and benefit of video-based learning has never been more clear than it is now.
2. You get to have a massive impact. You’ll be joining a fantastic team and helping grow the Success function at Screencastify. You’ll have plenty of guidance and support from leadership as you execute.
3. You'll tackle our most interesting and impactful problems. You'll have the opportunity to create structure in ambiguous situations and own strategic, prescriptive processes so that all customers find success with Screencastify tools.

What you'll do:

• Own and manage a book of business: Manage a portfolio of lower ARR B2B customers with a focus on retention, adoption, and long-term growth
• Serve as the primary point of contact for your accounts and proactively engage customers through onboarding, check-ins, and strategic touchpoints
• Collect product feedback from customers and share insights to the larger team
• Own the end-to-end renewal process for your book, ensuring timely and successful contract renewals
• Proactively identify upsell and expansion opportunities aligned to customer needs and goals
• Learn our product inside and out and help your accounts drive adoption and outcomes.
• Provide custom professional learning opportunities for customers within your book of business, and throughout the organization.

Requirements

You're perfect for this role if you:

• Have relevant customer-facing work experience and want to begin a career in the booming Customer Success space, ideally with a K-12 background.
• Possess high emotional intelligence and empathy, with a natural ability to build strong relationships.
• Can serve as a training liaison for teachers, coaches, and administrators, helping them realize the value of Screencastify for their individual teams.
• Are motivated by the success of your customers and team and enjoy delivering customized plans from concept to execution.
• Love the fast pace and excitement of start-up life and collaborate effectively in both in-person and remote/asynchronous environments.

Working at Screencastify

At Screencastify, we are results focused and here to improve communication, teaching and learning globally. This isn’t an easy feat but it is important for our future. We value accountability, commitment, and speed. We take our responsibility to our customers very seriously, so when we miss a deadline or slow down, it matters.

We’re a competitive culture and strive for speed and innovation. We are problem solvers, don’t point fingers and rather enjoy working together to bring solutions to the forefront. Join a company that has millions of users, a strong brand all by being very entrepreneurial and embodying the start up mindset.

We love a challenge and pushing the world forward with creativity, ingenuity and out of the box thinking. People are everything and we want to work in a company of deeply good people who treat their colleagues exceptionally well. Rule #1: Be a good person.

This is a Chicago-based hybrid position with 3 days a week in the office.

Compensation

The expected salary range for this role is anticipated to be $50,000 - $63,000, with a 10% annual variable compensation target based on individual performance. Final compensation may vary based on experience, qualifications and geographic location.

Benefits

• Competitive Compensation. We take a data-driven approach to our compensation strategy so all employees are paid competitively and fairly.

• 401(k) & Annual Performance Bonus Opportunity. We want to invest in present you and future you, which is why we offer a 401(k) match + Annual Performance Bonus opportunity.

• Flexible Time Off (FTO) Policy. We recognize that time off to rest and recharge is important. The Flexible Time Off Policy (FTO) is designed for our employees to do just that -- balance work and life while maintaining well-being.
• Parental Leave. Generous paid time off for parents to bond with the newest addition to their family!
• Medical, Dental, & Vision Insurance. We offer comprehensive health benefits, including medical, dental, and vision insurance. Plus, all employees receive a free One Medical membership.
• Divvy Bike Membership. If you’re in Chicago, take advantage of an annual Divvy membership -- on us.

At Screencastify, we foster an inclusive, supportive, fun, and challenging team environment. We value having a team that is made up of a diverse set of backgrounds and respect the healthy expression of diverse opinions. We embrace experimentation and the examination of all kinds of ideas through reasoning and testing. Come join us as we continue to change the world through video.

Screencastify is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, sexual orientation, national origin, age, genetic information, gender identity, disability, Veteran status or any other characteristic protected by federal, state or local law.