As a Customer Success Manager at Quizizz, you will manage renewals and relationships with K-12 schools, ensuring positive experiences and long-term partnerships. You will demonstrate product value, mitigate churn risks, uncover growth opportunities, and collaborate with cross-functional teams to track progress and drive customer retention.
Quizizz is one of the fastest-growing EdTech platforms in the world. Our team is on a mission to empower every educator to motivate every learner in the world. Our platform offers engaging and interactive quiz-based learning experiences and is used by more than 70 million people every month in over 150 countries, including 80% of U.S. schools. We have phenomenal investors, we're profitable, and we're committed to growing and improving every day.
With a commitment to fostering active learning, and taking Quizizz to more learners across the globe. If you're excited about education and international SaaS and want to build towards a mission that you can be proud of, then Quizizz is the right place for you.
Joining the schools team at Quizizz, this Customer Success Manager role focuses on partnering with K-12 schools across the U.S. It’s a high-scale position managing a large volume of accounts, each with a varying Annual Recurring Revenue (ARR). Our approach combines strong data insights and the use of sophisticated Customer Success tools to enhance the educational journey and achieve strategic goals.
What you'll do...
- Own the Renewal Process: Proactively manage and drive renewals for your accounts, ensuring a seamless and positive experience to maintain long-term partnerships.
- Strategic Stakeholder Engagement: Build and nurture relationships with key customer stakeholders to identify their priorities, address concerns, and highlight the value of our solutions.
- Deliver Value-Driven Conversations: Regularly demonstrate the ROI and impact of our products by aligning customer goals with our platform's capabilities to reinforce the value proposition.
- Mitigate Churn Risks: Identify at-risk accounts early through health checks and engagement signals, and implement tailored action plans to re-engage and retain them.
- Uncover Growth Opportunities: Partner with customers to identify ways to expand adoption, upsell additional offerings, and drive deeper product usage that aligns with their strategic objectives.
- Collaborate for Success: Work cross-functionally with Sales, Onboarding, and Support teams to ensure customers achieve success and meet milestones that lead to retention and growth.
- Track & Report Progress: Monitor key metrics (e.g., product adoption, usage, health scores) to track progress, report outcomes, and guide conversations that drive retention and expansion.
- 6-Star Onboarding:
- Ensure every customer receives a 6-star onboarding experience, achieving 100% onboarding success.
- Collaborate closely with customer points of contact to effectively introduce and integrate Quizizz into their environment.
- Product Utilization:
- Drive increased product usage within your book of business (BoB), identifying and supporting low-usage accounts to maximize their engagement.
- Initiate proactive outreach to encourage and boost product adoption.
- Engagement and Voice of Customer:
- Maintain regular engagement through various touchpoints throughout the customer journey.
- Capture and document insights from interactions, contributing to the voice of the customer (VOC) initiatives to inform and enhance our offerings.
- Customer Retention:
- Take ownership of renewal processes for your accounts, ensuring continuity and sustained partnership.
- Engage with various customer stakeholders to facilitate and secure renewals, addressing their needs and concerns.
Who you are...
- Excellent written communication skills and impeccable grammar.
- We value your skills and work ethic more than the number of years you've worked, but you would likely need at least 2 years of experience in the field of customer success.
- Experience in consumer products in the ed-tech sector is a bonus.
- Working with CRMs such as Salesforce, Gainsight, or Zendesk.
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