Customer Support Manager (maternity Cover)

Customer Success Manager

Veracross provides SaaS-based School Information Systems (SIS) designed to meet the specific needs of independent K-12 schools worldwide. Our one-record solution combines the power of a fully integrated single-record database, personalized communication tools, and an elegant architecture that is unique in our industry.

We are a growing, values-led community of 350 employees in the US, UK and Australia who share a vision to unify school communities, improve the quality of education, and enhance learning. And we're succeeding! As of early 2025, we are supporting 3200+ schools in 60 countries.

Veracross is five product brands in one global tech company:

• Veracross SIS is a one-person, one-record school management platform
• Magnus Health provides cloud-based Student Health Record (SHR) solutions
• Digistorm connects with their communities through Digistorm Websites, Digistorm Funnel, and Digistorm Apps.
• Epraise incentivizes student well-being and connects teachers, students, and families.
• Firefly provides an online learning space for students and teachers

The Customer Success Manager (CSM) is a strategic business partner to our customers, responsible for the successful adoption of the software and the long-term success, happiness, and retention of Veracross customers.

They proactively monitor customer health and assess needs to promote Veracross products, ensuring customers maximize the value of the Veracross software. They serve as an escalation path for customers to resolve broader business complaints and coordinate with internal teams, including support, implementations and product management/engineering to create action plans for resolution.

A commitment to quality service and customer satisfaction with a hyper-focus on reducing churn is required.

Responsibilities:

• Partner with an assigned portfolio of customers to identify needs, uncover opportunities, and develop strategic account goals
• Build relationships with assigned customers and promote goodwill between customers and Veracross, interacting via email, ticketing, or phone.
• Drive customer retention and manage churn through an awareness of customer goals and proactive monitoring of customer health and satisfaction, utilizing available resources to identify and address barriers to successful adoption and expansion.
• Assess customer business needs to suggest alternative products and/or services to drive long-term success within the software, passing potential leads for incremental software needs to the sales teams.
• Serve as an escalation path for customers, working with the customer to identify and remove barriers and coordinating with internal resources to expedite resolutions or develop action plans as needed.
• Collaborate with internal teams, partnering with Implementation, Support, Sales and Finance to align on account strategy to ensure successful use of the software and maximize account renewal opportunities
• Partner with Veracross Support to position both the team and customers for success; building and maintaining trust with the support team and championing the team when working with customers, and documenting and educating the team when unique customer cases arise
• Assist with project management and implementation of smaller modules, product conversions, or upgrades