CUSTOMER SUCCESS MANAGER
We’re not going to lie - we love what we do. Whetstone is a New Orleans-based ed tech startup making a serious impact in public education, and we’re building out a team of passionate, focused, intelligent people who want to make an immediate impact on the lives of teachers, coaches, school leaders, and students.
The Customer Success Manager will join the Customer Success team in executing our strategies in order to meet customer needs, increase customer usage of and capacity in Whetstone, ensure high rates of customer renewal, drive customer referrals, and grow Whetstone’s market share. The CSM will play a crucial role supporting the Customer Success team by working with many of our larger strategic partners.
Apply if you’re passionate about working with customers to strategically solve problems, joining a team of enthusiastic and fast moving people, and building out a top product in the ed tech space. We’re looking for someone who has had prior experience in the classroom, in client management/customer success, or both!
What your typical day might include:
Communication: You’ll be responsible for a caseload of medium to large strategic clients and all of the training, onboarding, and ongoing communication with those clients. You’ll respond to their emails, take their calls, and set up meetings with them to ensure they are reaching their goals in the platform.
Analysis: You will analyze client site usage to ensure clients are being successful in the platform. You will make recommendations to clients based on their usage.
Training: You will be responsible for co-planning, co-designing, and co-facilitating client trainings at the beginning of the school year and continued trainings throughout the school year.
Strategy: You’ll strategize independently and alongside your Customer Success teammates to improve and enhance the Customer Success department.
Collaboration: You’ll work with your clients and Whetstone’s Customer Success Associates to ensure client sites are configured to match the client’s coaching and/or evaluation process.
Fun: You will join a team of motivated and energetic individuals who want to make work fun! You’ll learn the inner-workings of a startup, and you’ll have the opportunity to delight customers.
You may be a great fit if...
You are interested in making a difference in education and impacting the lives of our youth. You have both a growth and a design-thinking mindset, as well as the belief that effective teaching is critical lever in improving US education.
You have prior experience in client management/customer success or in the classroom (or both!).
You are quick on your feet. You have the desire to work at a fast-growing start-up, and you have the drive to help build out processes from scratch.
You have excellent written and verbal communication skills. You are excited by the idea of speaking with customers each day.
You are a fierce problem solver. You tackle problems with both a 30,000 foot view and a planner to capture the details necessary to solve them.
You are technically capable. You are able to problem solve using basic technology, and you have a desire to learn more about technology (no coding required for this role).
You are solutions oriented, and you have a desire to help people. You enjoy talking with people and making their day better through positive interaction.
Whetstone’s cloud-based platform allows education leaders to capture, organize, analyze, and share classroom observation data in an intuitive interface, making it easy to identify teacher trends and take action to help teachers improve. We work with over 950 of the most innovative schools in the country (and a few overseas!) to accelerate teacher growth, because we know how much is at stake for kids and families. And we’re expanding. Fast. We doubled this year and are on track to do so again next year.
We offer a competitive salary, health care benefits (including vision and dental), a retirement plan, a flexible work location policy, and unlimited time off.
So what are we all about?
Making people’s lives easier: Not just for our clients, but for team members, too. Our motto is, “It’s really easy to be really nice.” If you’re on board with that, we’re on board with you.
Teamwork: A team is a group of people with a shared mission. Want to contribute your brainpower and hustle to helping us achieve our mission of improving teacher effectiveness and quality of worklife? Well, c’mon then!
Constant learning: We believe that everybody needs a coach. We’re committed to helping team members grow professionally to meet their career goals.
Celebrating our victories: Every Thursday afternoon you’ll find us gathering with La Croix to review our small victories for the week, and once a month we go to a neighborhood watering hole!
Work should be fun: No explanation necessary.
Whetstone is an EOE. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
In addition to sending a cover letter and resume, please respond to the following prompt: in the format of your choosing, train someone to make a dressed Po’boy (if you're not familiar with Po’boys, train someone to make your favorite sandwich). Email your cover letter, resume, and completed work product to firstname.lastname@example.org with the subject line “Customer Success Manager.”