Customer Success Manager

The Role

In this role, you will be responsible for managing a portfolio of customers with the primary objective of delighting customers. You'll act as a trusted advisor, maintaining regular contact to support and partner with them for effective use of the Education Walkthrough platform. Your responsibilities include understanding customer goals, proactively identifying new opportunities to enhance their experience, and collaborating closely with our product and technical teams to relay feedback and drive improvements. This position demands a strong commitment to building solid customer relationships and continuously seeking ways to add value for both our users and our company.

Key Responsibilities:

• Manage customer onboarding, training, and ongoing support to ensure they fully utilize and benefit from the Education Walkthrough platform.
• Proactively engage with customers one-on-one at critical moments in their lifecycle to prevent churn, handle escalations, uncover strategic growth opportunities, and empower their success on the platform.
• Advocate for the customer by representing their feedback and concerns internally, aiming to enhance customer satisfaction and improve the overall platform.
• Oversee contract renewals and manage the renewal process, ensuring high retention rates while identifying opportunities for upselling and cross-selling within the customer base.
• Provide detailed reports on customer success activities and outcomes to internal stakeholders, enabling informed decision-making.
• Collaborate on high-priority internal projects that evolve the Customer Success function to better meet our customers' needs, ensuring alignment with organizational goals.

Qualifications

Skills & Experience:

• Minimum of 2 years with in a customer-facing role within a SaaS company, ideally related to education, marketing, HR, event management, or cloud services.
• Demonstrated ability in data-driven decision making and strategic thinking to improve customer satisfaction and retention
• Experience managing and driving success at scale in a portfolio of accounts
• Passionate about being the voice of the customer internally, and comfortable working cross-functionally to drive customer outcomes
• Superior at building relationships with a diverse set of people
• An ability to understand customer objectives and think creatively on ways to achieve them
• Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle
• Excellent written and verbal communication skills across all levels in a business, in particular strong telephone presence and web presentation skills are all essential
• Previous use of a CRM system, preferably Hubspot