About UsUpswing is a mission-driven company that partners with colleges and universities to improve nontraditional student outcomes. Over 28% of students using Upswing are working while in college, and 43% are Hispanic or Black, and many are first-generation students. Our platform doesn't cost students a thing; the school enlists our help to support their students. We're looking for individuals who care about education and equality of student resources to come join our team!

　　We're currently partnered with more than 70 colleges throughout the country, where Upswing helps over 700,000 students succeed throughout college. You'll get to work with a team of motivated, intelligent, and fun people at Upswing - all working toward the same mission of student success and retention.

　　As a mission-driven organization, we strive to build a community inside Upswing where we can live our values to help our students grow and thrive. Our values represent why we do what we do and how we plan on doing it. We hope to build a team that represents these values so that we can all grow together.

　　Celebrate Concrete RosesDare to Fly FirstChoose the Harder Right over the Easier Wrong

　　Overview

　　The Customer Success team is made of Higher Education Retention Officers, or HEROs, for short. We work with our clients to ensure their success, and their students' success, starting with client onboarding and implementation. As a HERO, you’ll be helping partners get their own students to take advantage of the service. Your job will be much more than just managing a book of business. You’ll serve as a trusted advisor and advocate to our clients with a range of advice extending beyond the tech features of our product to include other approaches to improving student retention.

　　Not an expert? Not to worry, you'll work closely with our team of specialists to provide the right guidance to schools and their leadership. Your success will be measured on client satisfaction, renewals and consultative upselling of our product.

　　Responsibilities

　　Manage an annual book of business of $1.5-2M, typically composed of 30-40 partner institutions.Lead the account renewal process, including analyzing previous years' usage/trends to recommend the right renewal for each account.Proactively address client needs to consultatively recommend and implement upsell and cross-sell opportunities.Cultivate strong relationships with university and college administrators and stakeholders to ensure proper and full utilization of the Upswing products.Ensure customer satisfaction by providing responsive and empathetic service from all Upswing teamsManage new partner onboardings including collection of assets, hosting trainings, and acting as the project manager to coordinate internal Upswing resources.Become a subject-matter expert in the Upswing product to provide product education and best practice guidance.Act as the voice of the customer, understanding partner needs and use cases and translating them into internal product feedback.Travel as needed to industry conferences, provide in-person trainings, and to build strategic relationships with partner institutions.Actively contribute to team meetings and initiatives including OKR goal setting, retrospectives, and root cause analyses.

　　Qualifications

　　You have previous experience as an account manager or customer success manager, preferably at a SaaS company, with at least two years of experience managing a book of business with metrics to support.You have experience meeting and exceeding revenue-based goals for renewals, upsells, and cross-sells.You are intellectually curious with the ability to learn on the fly.You are well-organized and sincerely empathetic.You are a compelling writer who crafts grammatically impeccable emails.You are proficient in Excel with a general understanding of statistics and data with the ability to use this information to create and present reports.You are a problem solver who uses critical thinking and product knowledge to locate solutions for your clients.You are a negotiator skilled at identifying potential upsells and securing contract renewals based on your client's needs.You have experience working with higher education institutions (highly preferred).

　　Benefits

　　Salary: Starting at $60,000Total on-track commissions of $25-30kHealth, dental, and vision coverageCompany 401k programUnlimited PTO and flexible working hoursAnnual Wellness, WFH, and professional development stipendsFully remote organization1-2 in-person kickoff events annuallyMission-driven, passionate coworkers with an awesome remote team culture