★ Customer Success Manager at NexGenT

San Jose, San Francisco, Silicon Valley · Full Time

Ever dream of working somewhere where you can make HUGE impact and make a difference? Have you ever wanted to join the next hot tech company in Silicon Valley? We're on a mission to disrupt tech education. Apply today if you fit the requirements!

Apply to NexGenT

Job Description

Want to make in impact by changing lives and disrupting education with your rockstar customer service skills? Then read on!

About us

★ Next Generation Training for I.T.
★ Venture backed by Joe Montana and Silicon Valley investors
★ YCombinator (W18 Batch) and AngelPad Alumni Founders - Disrupting Tech Education

NexGenT was founded on the belief that education is for everyone, that the ideal educational system should be based on real-world skills training; that it cannot leave people in debt with degrees that don’t teach the required skills needed to succeed in the workforce.assessment, and access to world class engineers for 1:1 mentorship.


To inspire, create, and empower the next generation of IT engineers by providing the highest quality tech education that is affordable to anyone.


BA/BS degree from a top school (or equivalent experience and talent). A strong background in education and customer success is a must for this position.

- To Deliver a best-in-class customer experience!
- Scaling & improving our implementation, student on boarding, technical support, customer success & other value-add services and to improve our internal efficiencies.
- Implement formal KPIs to measure our growth and the client experience & internal efficiencies and will drive improvements quarter-over-quarter.
- Work cross-functionally with engineering, design, analytics, product management, operations and sales/marketing to design and execute growth initiatives.

** This role reports to the COO


Design the ideal customer experience throughout the entire lifecycle (for each segment and service level) and continuously improve the experience for existing customers, achieving and maintaining an NPS of >70
- Map out the existing customer experience and all of their interactions/touch-points
- Get the entire company thinking about ‘customer experience’ so that all internal decisions are made with the customer in mind
- Create a 12 month strategy with the team and an operational plan including specifics around the people, process & technology required to achieve it
- Define & scope full range of service/support offerings (including professional services) that support each segment of the market in driving value
- Optimize team to consistently deliver a phenomenal first 90-day experience by setting and achieving on-time completion goals and initial adoption goals
- Implement systems/process to drive standardized customer success best practices aligned to customer lifecycle and customer behavior integrating implementation, support & ongoing customer success for all customers
- Define and build out a basic service offering to drive customer success through automated touch-points reinforcing customer success best-practices
- Constantly reviewing standard practices associated with the customer lifecycle and look to automate with systems or product
- Refine our guidelines for how to sell ‘services’ such that expectations are clearly set and the service drives increased expansion & retention rates
- Create SLAs for each service offering and develop standard tracking & KPIs that we report on daily/weekly/monthly
- Design and implement standardized operating model with clear roles & responsibilities for all service offerings

Become a proactive, positive, cross-functional member of our Executive team


- Has hard work ethics and is an overachiever with startup experience
- Has experience building B2B service & support organizations with >25 people and has own all (or most) of the following functions: onboarding, support, growth, marketing, customer success
- Has a strong presence and is able to inspire/unite a team behind a vision
- Is a systems thinker: excels at developing, implementing & maintaining efficient, reliable systems/technology, processes & teams
- Is deeply empathetic and has a passion for identifying the root cause of any customer issue quickly

Embodies the Standard of Performance in their own behavior and how they interact with others
- Communication: communicates directly and honestly even when under pressure
- Team-first: puts the team ahead of their own needs and fosters that value in others
- Drive: is relentless in their effort to win

Excited to work in downtown San Jose (Heart of Silicon Valley). We will relocate you if necessary.


Platinum Level Medical, Dental & Vision, Life Health Plans For You and Your Dependents
Very Cool Startup Office in Downtown Silicon Valley San Jose @ WeWork Valley Towers
Full Gym and Shower On-site Included

BONUS ★ Stock Options/Equity with HUGE upside as an early employee. Come join the next Silicon Valley Unicorn and help us disrupt tech education once and for all!

Apply Now

What We're Building

NexGenT is a software technology company solving real world problems using cutting edge technologies.

NexGenT featured in Tech Crunch.
NexGenT featured in Silicon Valley Business Journal.
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NexGenT Team

Terry Kim
★Founder & CEO @NexGenT (YC W18 and AP S16 Alum). Enterprise Sales @Cisco @Arista Networks
Jacob Hess
Co-Founder @NexGenT - An Academy for IT Training
Bernardo Cotrim
Full-stack Developer, currently working with node and react.
Hugo Almendra
UI/UX Designer & Digital Marketing Specialist
Daiki Kohara
CTO & Full stack software engineer @NexGenT. 8+ years of experience as a software developer. BS and MEng degree. Full-stack developer & DevOps.
Rafael Pinto
Software Engineer @NexGenT & Co-Founder @Manni
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Have Questions? Ask Us Anything

NexGenT Investors

Stu Pollard
Entrepreneur, filmmaker, professor
Thomson Nguyen
EIR, @Kleiner Perkins Caufield Byers . Visiting Scholar at @New York University. Founded @Framed Data (YC W14, acquired by @Square ).
Dan Bragiel
Founding partner @Bragiel Brothers. Previously co-founder of Lefora(acqd) and partner at @i/o ventures
Kevin Moore
Leeroy Jenkins of angels. Former tech i-banker, corp dev, CFO. @University of Southern California
Thomas Korte
Now: Founder of @AngelPad, Before: @Google Product Manager. Investor in 150 companies -
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