Job Description
Customer Success Manager - North America (Remote)
Are you passionate about ensuring customers' success and driving adoption of innovative solutions? We're looking for a motivated and customer-focused Customer Success Manager (CSM) to join our team and lead account management, relationship building, and renewals for higher education and corporate enterprise clients. As a CSM, you will work closely with sales, marketing, and product teams to create long-term customer success through adoption, retention, and expansion of our product portfolio.
This position is fully remote and open to candidates based in many, but not all, states within the United States. Preference will be given to candidates located near major metropolitan areas in the U.S. Candidates must be eligible to work in the United States for any employer.
Key Responsibilities:
Drive Adoption & Growth: Promote new product features and offerings, accelerating adoption and encouraging expanded usage of our solutions.
Manage Account Relationships: Serve as the primary point of contact for a portfolio of clients, ensuring their needs are met and their satisfaction is a priority. Build strong, lasting relationships and be a trusted advisor.
Renewals & Retention: Focus on retaining customers by showcasing the ongoing value and ROI of our solutions, helping reduce churn and securing renewals.
Customer Satisfaction: Regularly check in with clients to gauge satisfaction, gather feedback, and resolve concerns. Drive opportunities for referrals and growth within the region.
Strategic Guidance: Provide clients with data-driven insights and recommendations, aligning product usage with their business and educational goals. Partner with clients to create tailored success plans.
Product Expertise: Stay well-versed in our product suite, understanding features, capabilities, and how they can solve unique client challenges. Lead product demonstrations and ensure clients are fully aware of how to use the platform to its full potential.
Collaboration: Work cross-functionally with internal teams, including product, engineering, and sales, to address customer needs and improve the user experience.
Ideal Candidate Attributes:
Drive & Positivity: A proactive, optimistic individual who thrives in a fast-paced, high-performing environment.
Accountability: Detail-oriented, with a "do whatever it takes" attitude to meet goals.
Strategic Thinker: Ability to align customer needs with company goals, ensuring mutual success.
Customer-Centric: Focused on creating an exceptional customer experience and journey from start to finish.
Collaborative Leader: A servant-leader who is a subject-matter expert, focused on supporting others.
Tech-Savvy: Comfortable with SaaS solutions and how they add value to client use cases.
Excellent Communicator: Skilled in both written and verbal communication, with a collaborative approach to problem-solving.
Key Responsibilities & Requirements:
Renewals & Retention: Lead efforts to renew contracts, ensuring that customers experience high value and satisfaction.
Relationship Building: Cultivate strong, lasting relationships with clients, positioning yourself as a trusted advisor.
Strategic Oversight: Analyze client data to drive product adoption and engagement, uncovering opportunities for growth and identifying risks.
Product Knowledge: Develop a deep understanding of our products, staying current on updates and features to effectively guide clients.
Data-Driven: Generate actionable insights from user data, regularly reporting on key metrics to showcase the impact of the platform on educational and business goals.
Experience:
5+ years of experience in consultative sales, account management, or customer success.
Experience with SaaS applications and cloud-based solutions.
Background in educational technology, eLearning, or instructional design is a plus.
Strong communication skills and proficiency in CRM tools, such as Salesforce and Gainsight.
A team player who enjoys collaborating across functions and driving results.
Willingness to travel as needed.
Compensation & Benefits:
Base Salary Range: $80,000 - $100,000 annually (compensation may vary depending on qualifications and experience).
Benefits: Comprehensive medical, dental, vision, life & disability insurance, 401(k) with company match, and unlimited paid time off.
Employment Type: Full-Time
Salary: $ 46,000.00 134,000.00 Per Year
Job Tags
Full time,