Customer Success Manager, NAM

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.

We are a growing, values-led community of employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning.

Veracross is five product brands in one global tech company.

• Veracross SIS is a one-person, one-record school management platform
• Magnus Health provides cloud-based Student Health Record (SHR) solutions
• Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.
• Epraise incentivizes student well-being and connects teachers, students, and families.
• Firefly provides an online learning space for students and teachers

Customer Success Managers are strategic partners to our customers, responsible for the successful adoption of the software and the long-term success, happiness, and retention of Veracross schools. A Level I Customer Success Manager proactively monitors customer health and assesses needs to promote Veracross products and ensure schools maximize the value of the platform. They serve as an escalation path for broader business concerns and coordinate with internal support, implementation, and product teams to create action plans for resolution.

This is an entry-level role on the North American Customer Success team. It requires general knowledge of the Veracross organization, products, and services, and a commitment to quality service and customer satisfaction with a hyper-focus on reducing churn. A Level I CSM performs the responsibilities below with management assistance and supervision, and is supported in building toward independent account ownership over time.

Job Responsibilities

• Partner with an assigned portfolio of schools to identify needs, uncover opportunities, and develop strategic account goals.
• Build relationships with assigned customers and promote goodwill between schools and Veracross, interacting via email, ticketing, and phone.
• Drive retention and manage churn through awareness of customer goals and proactive monitoring of customer health, using available resources to identify and address barriers to adoption and expansion.
• Assess school business needs to suggest products or services that drive long-term success, passing potential leads for incremental software needs to the sales organization.
• Serve as an escalation path for customers, working to identify and remove barriers and coordinating internal resources to expedite resolution or develop action plans as needed.
• Collaborate with internal teams, partnering with Support, Implementation, and Product Management to align on account strategy, ensure successful use of the software, and maximize renewal opportunities.