Customer Success Manager

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

📋 Description

• Oversee the complete customer lifecycle from implementation through to renewal, aiming for a gross retention rate exceeding 90% along with high levels of customer satisfaction and advocacy.

• Provide exceptional and authentic customer service, showcasing success through metrics such as NPS scores, Health Scores, and usage analytics.

• Work collaboratively with the Sales team to pinpoint and qualify cross-sell opportunities.

• Conduct regular account assessments with key leadership to highlight successes and identify opportunities for expansion.

• Recognize opportunities for customer advocacy that support acquisition efforts and enhance industry knowledge.

• Deliver actionable insights from customers to the Product team.

• Maintain a thorough understanding of EverTrue products and facilitate product training sessions.

• Adhere to internal processes while promoting cross-company collaboration.

• Utilize Salesforce, Notion, Planhat or ChurnZero, and Slack for daily operations.

• Represent EverTrue at events, drive attendance, and occasionally lead webinars; travel may be required up to 25% of the time.

⛳️ Requirements

• A minimum of 3 years of proven experience in customer success, sales, account management, fundraising solicitation, and/or marketing within a similar business environment.

• Strong verbal and written communication abilities.

• Experience or familiarity with selling or fundraising in the education sector is preferred.

• Capacity to forge meaningful relationships with both colleagues and customers.

• Proficiency in planning, developing, and delivering effective professional presentations to executive audiences.

• Ability to support sales initiatives, identify expansion opportunities, and secure renewals.

• Comfort in strategizing account retention tactics and engaging with internal leadership.

• Enjoyment of dynamic, fast-paced environments and a commitment to continuous learning and growth.

• Ability to work autonomously and take ownership of tasks despite ambiguous processes.

• A humble, team-oriented mindset with a commitment to collaboration across teams.

• Familiarity with Salesforce, Notion, Planhat or ChurnZero, and Slack.

• Strong public speaking skills.

• Willingness to travel up to 25% of the time.

🏝️ Benefits

• Base salary range of $60K - $80K.

• Target variable compensation of $54K.

• 80% premium coverage for medical, dental, and vision insurance.

• 401k matching contribution of up to 3%.

• Remote-first work environment offering flexibility.

• Generous paid time off throughout the year.

• Commitment to professional growth and development.

• Opportunities to connect with colleagues both in-person and virtually.

• Chance to contribute to non-profit organizations and educational institutions you are passionate about.