SWIVEL is seeking a talented individual to serve as the primary point of contact for customers, guiding them through onboarding and managing the day-to-day relationship to ensure long-term success with SWIVEL’s schools product. Reporting to the Director of Customer Success, the CSM plays a key role in helping customers achieve their goals by driving product adoption, minimizing implementation risks, and identifying opportunities for growth. This role requires strong collaboration with internal teams and a proactive, customer-centric approach to building trusted, value-driven partnerships.

Why you’ll love this role:

You’ll love this role because it puts you at the heart of meaningful customer relationships, where you’ll serve as the trusted advisor and main point of contact for a portfolio of community-focused clients. From onboarding to ongoing engagement, you’ll guide customers through their journey, helping them achieve real outcomes with SWIVEL’s schools product. You’ll collaborate closely with cross-functional teams, influence product adoption, and play a key role in reducing implementation risks. This position will have opportunity to grow further into communities. If you’re passionate about building strong partnerships, solving problems proactively, and making a tangible impact on both customer success and business growth, this role offers the perfect blend of purpose, challenge, and opportunity.

Essential duties include the following:

• Serves as the primary point of contact for day-to-day customer needs, building strong, trust-based relationships with key stakeholders.
• Leads preparation efforts to ensure teams and clients are ready for implementation.
• Drives engagement by helping customers understand and maximize the value of SWIVEL’s schools product through training, best practices, and proactive support.
• Contributes to the development of customer success processes, playbooks, and internal documentation to enhance team efficiency.
• Acts as the voice of the customer internally, advocating for their needs and ensuring a high level of satisfaction and retention.
• Monitors customer health and proactively address risks to ensure long-term success and prevent churn.
• Identifies opportunities for account growth and collaborate with Sales to expand the partnership.
• Tracks and reports on customer success metrics, usage trends, and engagement to inform strategy and continuous improvement.

Serious candidates will possess the minimum qualifications:

• Minimum five (5) years in customer success, account management, or sales, within a SaaS start-up environment.
• Bachelor’s degree in Business with a concentration in Business Administration, Business Management, Marketing, and or Finance.
• Proven experience in Customer Success, Account Management, or Sales, with a strong record of client retention and driving revenue growth.
•  Background in SaaS start-ups is essential, particularly within EdTech, payments, or related industries.
• Proven track record in sales, particularly within the education sector, the payments sector, or similar industries.
• Strong business acumen, excellent communication and negotiation skills, and the ability to build and maintain relationships.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing market conditions.

SWBC offers*:  

• Competitive overall compensation package
• Work/Life balance 
• Employee engagement activities and recognition awards 
• Years of Service awards
• Career enhancement and growth opportunities 
• Leadership Academy and Mentor Program
• Continuing education and career certifications 
• Variety of healthcare coverage options
• Traditional and Roth 401(k) retirement plans 
• Lucrative Wellness Program

*Based upon employee eligibility 

Additional Information:

SWBC is a Substance-Free Workplace and requires pre-employment drug testing.

Please note, SWBC does not hire tobacco users as allowed by law.

To learn more about SWBC, visit our website at www.SWBC.com. If interested, please click the appropriate apply button.