Senior Customer Success Manager

About Minga

At Minga, we’re creating the Student Behavior Platform schools can’t imagine running without. We’re on a mission to make school life run smoother and have fun while we’re ’re a tight-knit team of curious, creative, and low-ego humans who genuinely enjoy working together. We care deeply about the work we do and the people we do it with, and that shows up in how we lead, collaborate, and celebrate.

We’re not just hiring for a position, we’re adding a teammate. Someone who wants to help build what’s next, take real ownership, and grow with us along the way.

As a Customer Success Manager at Minga, you’ll play a critical role in ensuring our customers feel supported, successful, and confident at every stage of their journey. Reporting to the Customer Experience Manager, you’ll own a high-volume portfolio of up to 100 customers, serving as their trusted partner from onboarding through renewal.

This is an individual contributor role with big impact. You’ll be the voice of the customer internally, influence how we evolve our product and processes, and help build the kind of thoughtful, high-performing customer experience that makes Minga a place schools can’t imagine running without.

• Ensure smooth onboarding of new customers, guiding them through the implementation process, and assisting with any setup or integration issues.
• Build and maintain strong relationships with key customers
• Serve as the main point of contact for assigned customer accounts, understanding their business needs, goals, and challenges (Manage high volume of up to 100 customers)
• Act as the voice of the customer within the company, advocating for their needs, requirements, and feedback to relevant teams such as product development and marketing.
• Provide training sessions to help customers maximize the value of the product or service they have purchased.
• Anticipate customer needs and proactively address potential issues before they arise, providing solutions and recommendations to improve their experience.
• Monitor customer usage data and analyze key metrics to identify trends, opportunities, and areas for improvement. Provide regular reports and insights to customers and internal stakeholders.
• Work closely with the sales team to ensure timely renewal of customer contracts, engaging in renewal discussions, and addressing any concerns or objections.
• Identify opportunities to upsell or cross-sell additional products or services that would benefit the customer and help them achieve their goals.
• Collect feedback from customers and use it to drive product improvements and enhancements.
• Monitor the health of customer accounts, identifying signs of potential churn and taking proactive steps to mitigate risk and retain customers.
• Develop and execute customer success plans tailored to each customer’s unique goals and objectives, outlining milestones, success criteria, and action items.
• Work closely with cross‑functional teams such as sales, product, marketing, and support to ensure a seamless customer experience and alignment on customer priorities.

• This role requires 3+ years relevant customer success experience
• Working knowledge of zoom and managing multiple time zones
• Excellent communication skills, both verbal and written, with a friendly and professional demeanor
• Experience in handling customer inquiries via various channels such as email, chat, and phone
• Strong problem‑solving abilities to efficiently resolve customer issues and inquiries
• Experience using a CRM (we use Hubspot)
• Ability to multitask and prioritize tasks effectively in a fast‑paced environment
• Empathy and patience when dealing with customer concerns or complaints
• Experience working in a SaaS environment
• Experience working with enterprise / tier 1 customers
• Experience with 1:1 virtual onboarding & support

• Willingness to learn and adapt to new technologies and updates in the SaaS industry
• Capability to work collaboratively with cross‑functional teams
• Strong attention to detail to ensure accurate documentation of customer interactions and resolutions
• Proactive mindset to identify recurring issues and suggest improvements to enhance the…