Digital Customer Success Manager

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

📋 Description

• Oversee a large portfolio of clients through proactive communication via email, phone, and virtual outreach.

• Foster relationships with school leaders, Multi-Academy Trusts, and district officials; comprehend their objectives and align Seesaw's value with their priorities.

• Take ownership of customer renewals and achieve quarterly Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) goals.

• Recognize renewal risks, budget constraints, and opportunities for expansion, and proactively address them.

• Promote product adoption by setting customer goals, planning implementations, and sharing relevant resources and best practices.

• Cultivate a deep understanding of Seesaw's platform, curriculum products, AI capabilities, and Professional Learning services.

• Manage client communications, renewal opportunities, and tasks using Salesforce, Planhat, Front, and other tools.

• Prioritize daily tasks based on customer requirements, renewal deadlines, risks, and revenue potentials.

• Address customer inquiries within team service level agreements (SLAs) while ensuring timely communication and follow-up.

• Adhere to established workflows, identify obstacles, and escalate issues as necessary.

• Collaborate with the manager and cross-functional teams to provide an exceptional customer experience.

• Share updates on requests, commitments, and challenges encountered.

• Utilize feedback to enhance customer interactions, prioritization, and execution.

• Contribute to team objectives through collaborative customer engagement, knowledge sharing, and problem-solving.

• Suggest enhancements to customer experiences and team processes.

⛳️ Requirements

• 1–2 years of experience in Customer Success, Account Management, Sales, or another customer-facing position; experience in EdTech or SaaS is advantageous.

• Proven experience engaging with customers through email, phone, and virtual meetings.

• Familiarity with UK schools or knowledge of the UK education landscape is beneficial.

• Experience with Salesforce, Planhat, Front, Gainsight, or similar tools is a plus.

• Excellent written and verbal communication skills, with the ability to build relationships and conduct effective customer discussions.

• Highly organized with a keen attention to detail and the capacity to prioritize competing demands in a fast-paced environment.

• Proactive, reliable, and comfortable in taking ownership of tasks and commitments until completion.

• Inquisitive and solutions-focused, with a readiness to ask questions, learn swiftly, and take initiative.

• Open to feedback and driven to improve continuously.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• A supportive and collaborative team culture.