Customer Success Manager

Company Description
ABOUT TED
TED is a non-profit that believes Ideas change everything. Powerful ideas, powerfully presented, move us: to feel something, to think differently, to take action.
At TED, we seek to bridge, include, and diversify because we truly believe ideas are for everyone. It is important to us to attract individuals from diverse backgrounds who are curious about the world.
OUR TEAM AND CULTURE
Organizations look to TED to infuse bold thinking, fresh ideas, and TED's uniquely human approach into strategic talent initiatives that will inspire change among their workforce. Launched in 2020, the program and suite of solutions (tedatwork.ted.com) is the fastest growing team at TED with ambitious goals for 2024 and beyond.
Equally important to the candidate's skill sets is the candidate's fit within our growing business. The team is small-but gritty. We are looking for someone who is entrepreneurial, motivated to win, fast paced, and data-driven; a creative thinker who looks for opportunities within challenges and deeply values strong teamwork and collaboration.
Job Description
Customer Success Managers partner closely with cross-functional team members to manage a portfolio of customer accounts, helping customers to achieve their business goals and get the most value from the products they have purchased throughout the lifecycle of their contract. They are instrumental in ensuring the success of clients in terms of integration, engagement, and impact, as well as revenue retention and expansion.
CORE RESPONSIBILITIES

• Own strategic relationships within accounts, ensuring regular connection to ideate and drive forward plans to increase learner engagement, learn of and support emerging customer needs and priorities, and excite customers with upcoming product releases and events across TED.
• Continuously monitor customer usage data, identifying ideas for increased usage, and engaging cross-functional team members in strategies to reduce risk.
• Partner with new clients to understand their needs and develop implementation plans that support their timelines and priorities, coordinating with cross-functional team members to drive execution of plans.
• Deliver enablement sessions to customer admin teams and others across the customer's business to ensure they understand the value of products and services and are capable of leveraging them.
• Identify potential opportunities for account growth based on customer priorities, communicating and collaborating with sales to further those opportunities.
• Manage account documentation to ensure transparency of account health, status, activations, and relationships for the entire team.
• Serve as the primary point-of-contact to customers, coordinating with cross-functional team members to support integration and curation needs.
• Coordinate and plan regular business reviews on Learning Program clients-in collaboration with leadership and sales-to connect with customer stakeholders to ensure awareness of value added through the engagement, share engagement data, align on opportunities for increased focus, and uncover additional customer priorities and business objectives.
• Collaborate with sales to support renewal, expansion, and upsell opportunities, ensuring awareness of key details on the account that will support a successful sales motion.
• Collect and share details on content feedback and success to support content development and sales and marketing efforts.
• Participate in internal initiatives and special projects to support improvements in delivery and content development.

Qualifications

• 3-5 years experience in a Customer Success or similar client facing role
• Proven record of supporting customer retention and engagement
• Proven experience with implementation, as well as driving on-going engagement
• Passion for learning and development and TED's mission of spreading ideas
• Outstanding interpersonal, communication, collaboration and presentation skills
• Experience analyzing and presenting data
• Outstanding team player, focused on contributing to a positive team culture

Additional Information
Salary Range: $95,000 - $110,000
BENEFITS

• Full health benefits (medical, dental, vision)
• Paid family leave
• Work-life balance is encouraged through our flexible paid time off
• Free OneMedical and SpringHealth membership for you and your dependents to address physical and mental well-being
• 401k with match

TED Conferences LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We invite all qualified candidates to apply online with their resume.