Customer Success Account Manager

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

📋 Description

• Oversee a substantial portfolio of clients within our scale segment, utilizing "one-to-many" strategies to enhance renewals and identify expansion prospects.

• Expand your designated book of business by proactively addressing your customers' needs and employing data to uncover opportunities for increased adoption throughout your territory.

• Track client accounts, actively listen to customer feedback, and ensure satisfaction, representing the customer’s interests internally.

• Achieve or surpass a target for renewals and expansions.

• Promptly respond to incoming communications, process orders, activate subscriptions, and, in partnership with the Implementation and Support team, provide necessary training and support for assigned accounts.

• Keep accurate client records, documenting changes such as points of contact, contract updates, activities, notes, and renewals in Hubspot.

• Collaborate with sales to promote the upsell of subscriptions within organizations, thereby boosting overall revenue and the count of high-value and mid-value accounts.

• Negotiate contracts and pricing with current clients as part of the expansion effort, identifying opportunities to present additional solutions.

• Update clients on new and/or enhanced products or services to facilitate upselling.

• Work with management and cross-functional teams to forecast and pinpoint growth opportunities within your territory.

• Design and implement "human-centric" customer marketing materials, including automated email sequences and in-app guides, that create a personal feel.

• Develop digital success strategies that guide customers through critical milestones in their journey without requiring manual assistance at every step.

• Craft compelling, brand-aligned messaging for customer outreach that educates users on best practices and encourages deeper product adoption.

• Collaborate with the team to co-create the logic for automated customer journeys.

• Utilize the tech stack (Hubspot and automation tools) to streamline daily tasks and establish workflows that simplify the management of numerous accounts.

⛳️ Requirements

• 2-4 years of experience in customer success or customer marketing within the EdTech industry, demonstrating the ability to manage a book of business and meet or exceed renewal and expansion targets.

• Excellent communication and interpersonal skills, capable of building and maintaining customer relationships, serving as the main point of contact, and effectively resolving challenging situations.

• Experience in creating "one-to-many" materials or digital success motions (such as automated email campaigns, webinars, or self-service resources).

• Customer-focused mindset with a dedication to providing exceptional service, successfully anticipating and addressing customer needs.

• Outstanding communication and copywriting abilities, capable of converting technical updates into warm, engaging content for customers.

• Experience with data analysis and critical thinking, able to leverage insights to identify growth and expansion opportunities.

• Proficiency in CRM systems (like Hubspot) and other relevant tech tools to maintain accurate client records and organize daily responsibilities.

• Skills in contract negotiation, with a proven track record of negotiating terms, renewals, and expansions with existing customers.

• Ability to collaborate across departments, particularly with sales, implementation, marketing, and support teams, to drive upsells, facilitate product demonstrations, and ensure consistent messaging.

• Strong organizational and time-management skills, able to manage multiple accounts and tasks, meet deadlines, and respond to inbound communications promptly.

• Willingness to travel occasionally, including attending trade shows or visiting client sites, to represent the product and company.

🏝️ Benefits

• We provide comprehensive health benefits, including medical, dental, and vision insurance; health savings and flexible spending accounts, paid parental leave; and an employee assistance program.

• Additional coverage options such as Accident & Critical Illness insurance and Hospital Indemnity are available.

• Several company-paid options are offered, including Short Term Disability, Long Term Disability, and Basic Life Insurance and AD&D.

• Additional coverage options include Employee-paid Supplemental Life Insurance for Employee, Spouse, and/or Child.

• We offer a 401(K) plan with a company match.

• We observe 12 paid holidays annually and provide discretionary Flexible Time Off. Employees also benefit from free access to our products, corporate discounts, and professional development resources.

• Access to the Performance and Recovery Center (PARC), our on-site fitness facility, along with employee-only access to on-site locker rooms and showers.

• Employee-only access to secure, indoor bike storage and exclusive access to e-bikes for Peaksware employees.

• Enjoy access to our onsite Music and Podcast Studio.