About Merge:
Merge is an educational technology startup that develops the award-winning Merge Cube and hands-on digital learning platform, Merge EDU. Our product ecosystem is a curriculum-aligned augmented reality solution for K-12 classrooms, libraries, STEM labs and makerspaces. Our customers are K-12 educators, administrators, and leaders. 


Your Mission:

We are looking for a star to join our team as a Customer Success Coordinator. It will be your priority to ensure that our customers understand, internalize, and experience the value of Merge products for their classrooms. You will strive to improve our customer experience with the goal of retaining customers and increasing customer loyalty. Your primary responsibilities will be to coordinate the full lifecycle of the customer relationship and to conduct outreach to cultivate that relationship. As you progress, you will have growth opportunities to take on more responsibility for a broader customer success program.

 

Responsibilities:

  • Lead the design and implementation of a customer success program over the full customer success lifecycle, with guidance and oversight of the executive team, and input from the Customer Success Advocate

  • Help select, implement and configure a customer success management software product to support the customer success program

  • Create assets needed for the customer success program, such as help articles/videos, training guides and support resources

  • Conduct a large amount of outreach to customers through email, phone calls, etc.

  • Occasional travel to visit large customers

  • Work with Customer Support team to inform development roadmaps

  • Study and implement best practices to continually improve the customer success functions and programs

  • On occasion, you will also help perform onboarding and PD training for customers

Qualifications:

  • Bachelor’s degree in business or technology

  • Proven familiarity with customer success programs; minimum of self-driven certification programs; ideally, direct experience in a SaaS customer success role

  • High level of technical proficiency using technology; quick to learn new software

  • Ideally, experience with at least UI-based configurations of software platforms

  • Experience in onboarding / training for K-12 teachers is a plus

  • Experience at an edtech SaaS provider is a plus

  • Willing to occasionally accommodate customers who need onboarding and training outside of normal North American working hours

  • Highly proficient, articulate and accurate with both written and verbal communication, including presentations

  • Excellent interpersonal skills is required

  • Flexible approach, able to navigate uncertainty and change

  • Driven, self-motivated, enthusiastic and with a “can do” attitude