Customer Success Manager
Description:
About the job
This Customer Success Manager role focuses on partnering with K-12 schools across the U.
Its a high-scale position managing a large volume of accounts, each with a varying Annual Recurring Revenue (ARR).
Our approach combines strong data insights and the use of sophisticated Customer Success tools to enhance the educational journey and achieve strategic goals.
What you'll do:
- Own the Renewal Process: Proactively manage and drive renewals for your accounts, ensuring a seamless and positive experience to maintain long-term partnerships
- Strategic Stakeholder Engagement: Build and nurture relationships with key customer stakeholders to identify their priorities, address concerns, and highlight the value of our solutions
- Deliver Value-Driven Conversations: Regularly demonstrate the ROI and impact of our products by aligning customer goals with our platform's capabilities to reinforce the value proposition
- Mitigate Churn Risks: Identify at-risk accounts early through health checks and engagement signals, and implement tailored action plans to re-engage and retain them
- Uncover Growth Opportunities: Partner with customers to identify ways to expand adoption, upsell additional offerings, and drive deeper product usage that aligns with their strategic objectives
- Collaborate for Success: Work cross-functionally with Sales, Onboarding, and Support teams to ensure customers achieve success and meet milestones that lead to retention and growth
- Track & Report Progress: Monitor key metrics (e.g., product adoption, usage, health scores) to track progress, report outcomes, and guide conversations that drive retention and expansion
Who you are:
- 2+ years of customer success experience with US market exposure.
- Experience in consumer products in the ed-tech sector is a bonus.
- Excellent written communication skills and impeccable grammar.
- Working with CRMs such as Salesforce, Gainsight, or Zendesk
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