Customer Success Manager – EdTech

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

📋 Description

• Meet the renewal budget for Key Accounts.

• Assist Business Development Executives by encouraging cross-selling to current customers.

• Respond to incoming requests from key account customers swiftly and professionally.

• Establish and nurture strong relationships with customers, focusing on their needs and concerns.

• Create and implement an annual Calendar of Activities aimed at enhancing customer satisfaction and promoting usage.

• Carry out the renewal process as outlined by the Executive leadership team and delegated by the Customer Success Team Lead or an executive team member. This includes targeting customers who have not renewed, requesting purchase orders, seeking invoices, and performing various administrative tasks to secure renewals and ensure optimal customer usage.

• Implement targeted outreach campaigns addressing non-renewal issues and engaging customers.

• Collaborate with your direct supervisor to provide suggestions on how the marketing team can improve customer usage and satisfaction.

• Take responsibility for maintaining a target renewal budget within your assigned market.

• Analyze customer usage patterns and offer insights to enhance usage and retention rates.

• Work closely with your direct supervisor to guarantee customer satisfaction and swiftly address any issues.

• Keep accurate and current records of customer interactions.

• Generate reports regarding account status and deliver regular updates to the management team.

• Lead, participate, or engage in onboarding processes as assigned, ensuring smooth transitions for clients and optimizing their initial experiences.

• Actively lead or contribute to providing product training and demonstrations to clients as needed to achieve and maintain usage KPIs.

• Assist with Strategic Accounts, Multi Market Accounts, and ILC accounts as assigned.

• Identify and flag customers who may be “at risk” and collaborate with the Team Lead on strategies to enhance usage.

⛳️ Requirements

• A Bachelor's degree in Business, Education, or a relevant field.

• At least 2 years of experience in a related role.

• Preferred experience in EdTech positions.

🏝️ Benefits

• Health insurance

• Dental

• Vision

• 401K

• Generous paid time off plan