Client Strategist

This is a fully remote position, open to applicants in United States.

📋 Description

• Facilitate yearly strategy meetings with institutional stakeholders to ensure alignment of campus objectives with their PeopleGrove platform.

• Establish clear objectives and provide guidance on platform utilization based on each institution's specific priorities.

• Align platform features with the institution's overarching goals related to student success, advancement, or enrollment.

• Monitor progress towards strategic objectives and modify plans as institutional priorities evolve.

• Discover opportunities to enhance platform engagement in ways that align with the institution's aims.

• Maintain a balance between individualized strategic support and group programming.

• Influence the planning of client-facing events, such as webinars, conferences, campus visits, and PeopleGrove-hosted events, identifying those that are most beneficial for the portfolio.

• Act as the representative voice of the collective client within PeopleGrove, relaying feedback to CS Leadership, Product, and Engineering.

• Manage the renewal strategy for your portfolio, which includes forecasting, scheduling, and negotiation.

• Identify risk indicators and oversee account health; collaborate with your Engagement Manager team to proactively address accounts at risk.

• Recognize up-sell and cross-sell opportunities to present to the New Sales team.

• Serve as the primary contact for institutional leadership within your portfolio.

• Advocate for your clients' priorities internally, collaborating with Product, Support, and Sales to address gaps and inform the product roadmap.

• Cultivate a network of institutional advocates who can articulate the value of the PeopleGrove partnership.

• Lead and mentor a team of Engagement Managers, establishing priorities and assessing progress towards adoption targets. Assist Engagement Managers in developing and executing a scalable engagement strategy for the client portfolio.

• Conduct regular one-on-one meetings and support the professional development of your team.

• Assist in onboarding and training new Engagement Managers as the team expands.

• Monitor monthly gross and net retention rates, logo retention, account health, and adoption metrics across your portfolio.

• Provide reports on portfolio performance and flag potential risks in a timely manner to enable action.

• Utilize data to determine the focus areas for your team's engagement efforts.

⛳️ Requirements

• Over 6 years of experience in client success, account management, or a related area in higher education or SaaS, including leadership or mentorship experience.

• Proven history of managing renewals and fostering account growth for institutional or enterprise clients.

• Familiarity with customer success or CRM platforms like ChurnZero and Salesforce.

• Strong strategic and consultative capabilities, comfortable guiding senior stakeholders at colleges or universities.

• Exceptional communication skills, both in writing and verbally in front of an audience.

• Data-oriented mindset for tracking account health and identifying risks.

• Proficient in managing multiple institutional relationships and competing priorities simultaneously.

• Bachelor's degree in a relevant field; an advanced degree is an advantage.

• Preferred background in higher education, SaaS, or both.

🏝️ Benefits

• Competitive salary plus annual bonus

• Flexible PTO and hybrid/remote work arrangements

• Comprehensive medical, dental, and vision insurance

• 401K with a generous company match and financial planning services

• Company-funded life and disability insurance

• A collaborative and purpose-driven workplace culture