Manager, Customer Success (Account Manager)

Youthfully is seeking a Success Manager (Account Manager) for our fast-growing edtech startup. The ideal candidate will have experience in customer-facing roles and is poised to excel in a managerial customer success capacity.

As a Success Manager, you'll be the primary contact for our students (& their parents), ensuring they have a top-notch experience throughout their coaching journey. You'll interact via phone and email, utilizing internal tools to foster their success.

Your role extends beyond customer engagement: you'll lead and expand the Success Team. This includes setting priorities, monitoring metrics, refining best practices, and spearheading improvements. With our team in its growth phase, you'll also be instrumental in hiring and onboarding new talent, positioning Youthfully for continued success.

Your passion for student growth, combined with effective communication and relationship-building skills, will be central to your success in this role. Join us at Youthfully and be at the forefront of redefining educational experiences.

Responsibilities

• Proactively identify opportunities to introduce students to new coaching offerings, expanding their relationship with Youthfully.
• Coordinate regular check-ins with students and their parents to provide ongoing support and encouragement, and address concerns as needed.
• Collaborate with Marketing to collect customer testimonials, podcasts, and other resources showcasing the impact of coaching.
• Collaborate with the coaching team, as needed, to help deliver quality coaching hours.
• Track and maintain agreed-upon customer success metrics, including portfolio health, expansion targets, and churn.
• Serve as the main point of contact for our customer support channels (phone, email, live chat, etc.), ensuring timely and effective communication.
• Create best practices for the Success Team and provide mentorship to your peers.
• Build and maintain strong relationships with students and their parents, understanding their goals and giving them the tools to achieve them.
• Collect and summarize customer feedback, insights, and requests to help the Product team with effective road mapping and feature prioritization.
• Lead the growth and development of the Success Team, emphasizing clear priorities, metrics tracking, process improvements, and team support, while playing a central role in hiring and onboarding.
• Create and maintain lists of important dates, events, and opportunities to share with students and coaches.

Requirements

• Excellent communication and relationship-building skills.
• Ability to work in a fast-paced, changing environment.
• Strong problem-solving abilities.
• Flexibility to work outside regular business hours, as needed.
• Desire to grow within the team to take on leadership responsibilities.
• Ability to manage a portfolio of customers and promote value through an excellent customer experience.
• 1-3 years of proven experience in a customer-facing role.

Pluses

• Experience in education, coaching, or edtech.
• Experience with HubSpot CRM and MailChimp CMS.
• Experience at an early-stage technology company.

Compensation

• Commission: Earn a 5% commission on new opportunity portfolio growth.
• Bonus: Eligible for a performance bonus based on revenue expansion and retention targets along with other departmental KPIs and company-wide metrics.
• Equity: Receive 0.25% equity, which will be vested over four years with a one-year cliff.
• Base Salary: $55,000 CAD.

What Else We Offer

• Opportunity to make a positive impact on young people's lives and leave a legacy in the education industry.
• Flexibility to work remotely. We are 100% remote and always have been.
• Be a part of a fast-growing, innovative, and leading edtech startup.
• Dynamic startup culture.
• Four weeks paid vacation.

About the Company

Youthfully is a revolutionary 1:1 coaching platform for students, connecting them with experienced coaches dedicated to helping them reach their full potential. We are a fast-growing edtech startup passionate about using technology and high-impact learning approaches to make a significant impact in the lives of young people and their parents.

Youthfully is an inclusive employer. We welcome a diverse range of candidates to apply for this position. For information on our workplace diversity initiatives, including accommodation for people with disabilities, please get in touch with us at [email protected].