Customer Success Manager (Remote)

About Us
Upswing is a mission-driven company that partners with colleges and universities to improve nontraditional student outcomes. Over 28% of students using Upswing are working while in college, and 43% are Hispanic or Black, and many are first-generation students. Our platform doesn't cost students a thing; the school enlists our help to support their students. We're looking for individuals who care about education and equality of student resources to come join our team!
We're currently partnered with more than 70 colleges throughout the country, where Upswing helps over 700,000 students succeed throughout college. You'll get to work with a team of motivated, intelligent, and fun people at Upswing - all working toward the same mission of student success and retention.
As a mission driven organization, we strive to build a community inside Upswing where we are able to live our values to help our students grow and thrive. Our values represent why we do what we do and how we plan on doing it. We hope to build a team that represents these values so that we can all grow together.

• Dare to Fly First
• Celebrate Concrete Roses
• Choose the Harder Right over the Easier Wrong

Overview
The Customer Success team is made of Higher Education Retention Officers, or HEROs, for short. We work with our clients to ensure their success, and their students' success, starting with client onboarding and implementation. As a HERO, you’ll be helping partners get their own students to take advantage of the service. Your job will be much more than just managing a book of business. You’ll serve as a trusted advisor and advocate to our clients with a range of advice extending beyond the tech features of our product to include other approaches to improving student retention.
Not an expert? Not to worry, you'll work closely with our team of specialists to provide the right guidance to schools and their leadership. Your success will be measured on client satisfaction, renewals and consultative upselling of our product.
Responsibilities

• Become a subject-matter expert in the Upswing product to handle technical issues and user errors.
• Take partner requests or issues and effectively communicate these with to Upswing product and engineering teams.
• Manage an annual book of business of < $1M, typically composed of 20-30 partner institutions.
• Travel as needed to provide in-person trainings and strategic relationship-building with partner institutions.
• Lead the account renewal process, including analyzing previous years usage/trends to recommend the right renewal for each account.
• Act as the go-to for all account-related processes, including onboarding, training, touchpoints, and everything in-between.
• Cultivate strong relationships with university and college administrators and stakeholders to ensure proper and full utilization of the Upswing products.
• Proactively address client needs to consultatively recommend and implement upsell opportunities.

Qualifications

• You are well-organized and sincerely empathetic.
• You are a problem solver that uses critical thinking and product knowledge to locate solutions for your clients.
• You are proficient in Excel with a general understanding of statistics and data with the ability to use this information to create and present reports.
• You are intellectually curious with the ability to learn on the fly.
• You are a negotiator skilled at identifying potential upsells and securing contract renewals based on your client's needs.
• You have experience working with higher education institutions (highly preferred).
• You are a compelling writer who crafts grammatically impeccable emails.
• You have previous experience as an account manager or consultative relationship manager, preferably at a SaaS company, with at least two years of experience managing a book of business with metrics to support.

Upswing Benefits And Perks

• Fully remote organization
• Annual Wellness, WFH, and professional development stipends
• Salary: Starting at $60,000
• Two in-person kickoff events annually
• Total on-track commissions of $25-30k
• Unlimited PTO and flexible working hours
• 401k program with company match
• Mission-driven, passionate coworkers with an awesome remote team culture
• Health, dental, and vision coverage