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.
SWBC 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:SWBC is a Substance-Free Workplace and requires pre-employment drug testing.
Please note, SWBC does not hire tobacco users as allowed by law.
