Customer Success Manager

SWIVEL is seeking a talented individual to serve as the primary point of contact for customers, guiding them through onboarding and managing the day-to-day relationship to ensure long-term success with SWIVEL’s schools product. Reporting to the Director of Customer Success, the CSM plays a key role in helping customers achieve their goals by driving product adoption, minimizing implementation risks, and identifying opportunities for growth. This role requires strong collaboration with internal teams and a proactive, customer-centric approach to building trusted, value-driven partnerships. **_Why you’ll love this role:_** You’ll love this role because it puts you at the heart of meaningful customer relationships, where you’ll serve as the trusted advisor and main point of contact for a portfolio of community-focused clients. From onboarding to ongoing engagement, you’ll guide customers through their journey, helping them achieve real outcomes with SWIVEL’s schools product. You’ll collaborate closely with cross-functional teams, influence product adoption, and play a key role in reducing implementation risks. This position will have opportunity to grow further into communities. If you’re passionate about building strong partnerships, solving problems proactively, and making a tangible impact on both customer success and business growth, this role offers the perfect blend of purpose, challenge, and opportunity. **_Essential duties include the following:_** * Serve as the primary point of contact for day-to-day customer needs, building strong, trust-based relationships with school and district stakeholders. * Lead onboarding and implementation readiness efforts, ensuring teams and clients are prepared for success. * Drive operational excellence by creating scalable processes, playbooks, and workflows that will define the future of our Customer Success organization. * Navigate ambiguity with confidence by identifying gaps and implementing solutions that improve customer experience and internal efficiency. * Collaborate across teams to establish clear handoffs, develop partner engagement models, and design strategies that empower districts. * Champion digital transformation in education by helping schools adopt technology that streamlines payments and enhances operational efficiency. * Educate and empower districts on best practices for leveraging EdTech solutions to improve student and parent engagement. * Stay ahead of industry trends in K–12 technology, compliance, and payment systems to provide informed guidance to customers. * Advocate for accessibility and equity in technology adoption, ensuring solutions meet diverse needs across school communities. * Drive adoption of innovative tools that simplify administrative workflows and improve financial transparency for schools. * Act as the voice of the customer internally, advocating for their needs and influencing product development to ensure satisfaction and retention. * Monitor customer health, proactively address risks, and implement strategies to prevent churn and ensure long-term success. * Identify opportunities for account growth and collaborate with Sales to expand partnerships within the education sector. * Track and report on customer success metrics, usage trends, and engagement to inform strategy and continuous improvement. * Take initiative to build structure where none exists, laying the foundation for sustainable growth and scalable success. **_Serious candidates will possess the minimum qualifications:_** * Minimum of five (5) years of experience in Customer Success, Account Management, or Sales within a SaaS start-up environment, specifically in EdTech or payments solutions. * Bachelor’s degree in Business Administration, Business Management, Marketing, Finance, or a related field. * Proven success in managing customer relationships and driving revenue growth in technology solutions for the education sector and/or payment platforms. * Strong background in SaaS start-ups is essential, with hands-on experience in EdTech, school payment systems, or similar technology-driven industries. * Demonstrated track record of sales or account growth within education technology or payment processing markets. * Exceptional business acumen, communication, and negotiation skills, with the ability to build trust-based relationships with school administrators and district leaders. * Ability to thrive in a fast-paced, evolving environment and adapt strategies to meet changing market and customer needs. _**SWIVEL offers\*:**_   * Competitive overall compensation package * Work/Life balance  * Employee engagement activities and recognition awards  * Years of Service awards * Career enhancement and growth opportunities  * Leadership Academy and Mentor Program * Continuing education and career certifications  * Variety of healthcare coverage options * Traditional and Roth 401(k) retirement plans  * Lucrative Wellness Program _\*Based upon employee eligibility_  _**Additional Information:**_ SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law. To learn more about SWIVEL, visit our website at [https://www.getswivel.io/](https://www.getswivel.io/). If interested, please click the appropriate apply button.