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.
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.
Compensation:
At SWBC, our pay structure is based upon the market data for each role and we have established compensation ranges to ensure that we remain competitive. Any offer of employment is based upon individual experience, market data, and geographic location for each role. This role may be eligible for additional incentive compensation in the form of either commission or performance bonus.
The base salary range for this position is:
$89,252.80 - $133,879.20
SWBC offers*:
- Competitive overall compensation package
- Work/Life balance
- Employee engagement activities and recognition awards
- Years of Service awards
- Career enhancement and growth opportunities
- Emerging Professionals 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
