Job Description

Job Title: Founding Customer Success Manager

Company: Scholarly

Location: Strong preference for Denver Metro area or Seattle. Remote considered for exceptional candidates. 

About Scholarly:

Scholarly is building next-generation software for higher education with a focus on faculty. Higher ed is currently undergoing a generational shift in software and technology adoption, and our vision is to build the future system of record for the sector. Our innovative faculty data platform centralizes all faculty data into one system, provides dashboards and analytics, powers faculty workflows, and eliminates the need for manual data input. We empower higher education institutions to make informed decisions and streamline administrative processes, enhancing the overall satisfaction, efficiency, and productivity of faculty and staff.

Position Overview:

Scholarly is seeking a proactive and relationship-oriented Customer Success Manager to join our growing team. In this pivotal role, you will work closely with our customers and the Head of Operations to adapt our platform to each institution's specific goals, fostering lasting relationships and supporting their success. You'll have the unique opportunity to shape the customer experience, gathering insights that will help improve our platform and directly impact product evolution. This role is ideal for someone with a customer-centric mindset and the ability to anticipate needs and offer impactful solutions. 

Responsibilities:

• Client Onboarding & Training: Lead new clients through the onboarding process, including initial setup, platform customization, and user education to ensure a smooth transition onto our platform.
• Ongoing Support: Act as a primary point of contact for customers, providing expert guidance, troubleshooting, and resources to help them use Scholarly effectively.
• Relationship Management: Cultivate strong, lasting relationships with customers, understanding their unique goals and helping them achieve success.
• Product Feedback & Collaboration: Gather client feedback on platform performance and user needs, collaborating with our Engineering team to enhance product development.
• Client Retention & Growth: Proactively engage with clients to drive platform adoption, identify expansion opportunities, and promote additional solutions that add value to their institutional goals.

Qualifications:

• Bachelor's degree required
• 3+ years of experience in customer success, account management, consulting or a similar client-facing role, preferably within SaaS, EdTech, or higher education
• Exceptional interpersonal and communication skills, with the ability to build strong customer relationships and bridge technical concepts with client needs
• Strong problem-solving abilities, with a proactive approach to resolving customer challenges
• Excellent organizational and project management skills, with the ability to manage multiple priorities and deadlines
• Self-starter with a proactive orientation and a growth mindset
• Ability to quickly learn new technologies; familiarity with SaaS platforms a plus
• Candidates located in Denver or Seattle strongly preferred. Exceptional candidates will be considered for remote 

Why Join Us:

• Opportunity to play a key role in a mission-driven startup at the forefront of innovation in higher education
• Total cash compensation of $100,000 - $140,000 depending on experience and performance
• Competitive equity package as an early team member
• Comprehensive benefits package, including health, dental, and vision insurance
• A supportive, fun, and inclusive work environment
• The chance to be part of an innovative startup making a significant impact in higher education
• Flexible hybrid work environment 

If you're passionate about delivering long-term customer value and transforming education, we'd love to hear from you! Join us in shaping the future of higher ed with Scholarly.

Scholarly is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

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