Customer Success Manager

MySchool is a web-based platform that helps schools organise their data, streamline their processes and engage with their communities. We’ve been around for 15 years and help over 200 schools worldwide with their daily needs. Whereas we are involved in large and long-term contracts with governments and multinational organisations, we want to outgrow our regional player status to become a global force in the EdTech industry. 

We are a team that is passionate about education and providing the best solutions for administrators, students, and parents alike. Our team is collaborative, fun, and always looking for new and innovative ways to improve the lives of the people we serve. We’re proud of our work/life balance, the diversity and inclusiveness of our team, its drive and professional calibre. Everyone in the company has access to a well-being budget, a self-development budget and a work-from-home budget.

We are seeking a Customer Success Manager who truly thrives on human interaction with a talent for building lasting relationships, understanding customer needs, and communicating clearly without resorting to tech jargon. Your role will involve demystifying complex information, maintaining customer relationships, supporting sales, and ensuring efficient onboarding.

By proactively identifying potential issues, you'll play a crucial role in reducing churn. Your insights on client interactions will aid in enhancing customer experiences and help guide our product development team towards user-centric improvements. This role requires resilience and grace in managing customer complaints and requests.

Although this position is remote work, It is initially only open to candidates located in Malta with a right to work in Malta. Standard hours are 08:30 to 17:30 CET.

• Develop a deep understanding of the MySchool system.

• Prioritise establishing strong relationships with our customers through regular video conference calls.

• Regularly perform customer health checks and communicate findings to our internal teams.

• Be the voice of the customer, advocating for both the customer and the company.

• Guide and support customers through a smooth transition from sales to on-boarding.

• Continually seek ways to improve the on-boarding process.

• Empower our customers to become as self-reliant as possible during the first few months.

• Encourage upselling and cross-selling where appropriate.

• Address day-to-day customer issues efficiently and empathetically via various support channels.

• Process and clean school data provided in multiple formats, and ensure its proper import into MySchool.

• Diagnose software issues and communicate these effectively to our product manager.

• +1 year experience as a Customer Success Manager in a B2B (ideally SaaS) company is a core requirement.

• Exceptional interpersonal skills, empathy and readiness to think on your feet.

• Comfortable with software and a problem-solving mindset.

• Ability to guide customers through a live onboarding process.

• Skilled in delivering engaging, understandable online training.

• Excellent spoken and written English, proficient in conveying technical concepts.

• Prior experience in education, especially K-12 environment.

• Familiar with customer support tools.

• Proficient in spoken and written French.

• Knowledge of CRM systems.

• Strong presentation skills.

• Experience in conflict resolution.

• Understands data analysis.

• Has worked with customer satisfaction metrics.