Customer Success Manager

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

📋 Description

• Take ownership of the renewal lifecycle for designated strategic accounts, encompassing contract management, forecasting, and execution.

• Deliver data-informed insights and reporting regarding renewal performance and customer health metrics.

• Formulate strategies to enhance renewal rates and minimize churn.

• Keep precise records of customer interactions and renewal stages in CRM tools such as Salesforce and Gainsight.

• Oversee onboarding for add-on products with existing clients.

• Collaborate with implementation and sales teams to ensure seamless transitions.

• Gain a thorough understanding of each customer's objectives and challenges.

• Proactively manage and nurture a portfolio of K-12 education customer accounts.

• Conduct regular customer check-ins and provide continuous support.

• Become a subject matter expert on products, features, and updates.

• Educate customers on best practices and assist them in meeting their goals with the solutions.

• Analyze data and metrics to monitor usage, identify trends, and suggest strategies for customer satisfaction and product utilization.

• Plan and execute training sessions, webinars, and in-person meetings.

• Represent the customer internally and relay feedback to the product team.

• Advocate for customer needs and requests.

• Act as a liaison between customers and the support team to ensure prompt and effective issue resolution.

⛳️ Requirements

• Bachelor's degree in Education, Business, or a related discipline.

• 3-5 years of experience in customer success, account management, or a similar role, ideally within the SAAS/K12 sector.

• Capacity to build and maintain strong, trust-based relationships with customers.

• Exceptional time management and organizational skills.

• Ability to collaborate with Support, Implementation, Sales, Product, and Engineering teams.

• Outstanding communication and interpersonal abilities.

• Strong problem-solving skills.

• Capability to be an independent learner.

• Familiarity with systems like Incident IQ, Gainsight, Fathom, AzureDevOps, Confluence, Lattice, and Slack is advantageous.

• Proficiency in technology tools such as Zoom and Google Suite is required.

• Experience in managing renewals is a plus.

• Willingness to travel: 10%.

🏝️ Benefits

• Comprehensive personal and professional growth opportunities.

• A dynamic and collaborative work environment.

• Excellent work/life balance.

• Office locations in downtown Atlanta and at Halcyon in Alpharetta.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• Life insurance.

• 401k matching.

• Paid time off (PTO).