Senior Customer Success Manager

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

📋 Description

• Lead customer success as the initial point of contact for clients within designated accounts.

• Act as the main liaison to maintain exam volume within existing partner accounts.

• Safeguard business relationships with current partners while promoting long-term retention.

• Oversee 5–10 Strategic and Enterprise accounts, typically managing a $5–$10M annual revenue portfolio.

• Represent Meazure Learning at conferences and meetings with accounts.

• Cultivate relationships with key influencers to enhance partner satisfaction.

• Deliver ongoing education and training on Meazure Learning products in collaboration with the Customer Education Team.

• Collaborate with the Director of Customer Engagement on various customer engagement initiatives and programs.

• Advocate for resources, programs, and surveys to bolster customer engagement.

• Visit accounts as necessary to discuss objectives, formulate success plans, co-present, and conduct training using Insight reports, Tableau expertise, and operational knowledge.

• Project assigned-book-of-business volumes on a rolling twelve-month basis.

• Drive adoption across various segments within accounts.

• Establish and manage partner expectations.

• Work together with the Partnership team on existing and future partner relationships.

• Prioritize and address inbound customer inquiries.

• Offer customers both proactive and reactive insights and resources.

• Support team members with daily inquiries.

• Maintain comprehensive knowledge of Meazure Learning services, including OLP, test delivery, and testing centers.

• Assist with timelines and adherence for multi-service client programs.

• Define client solutions, customer experiences, future states, and value propositions.

• Monitor and enhance churn rates and satisfaction scores.

• Organize and conduct regular communications, risk assessments, and lessons-learned sessions.

• Develop and supervise mitigation measures to transform risks into opportunities.

⛳️ Requirements

• Approximately 5-7 years of experience in a customer service capacity.

• Strong written and verbal communication abilities.

• Technical proficiency with web-based applications, Google Applications, and Microsoft Office Suite.

• Exceptional skills in relationship and rapport building.

• Capability to multi-task, prioritize, and balance time across clients, multiple partner relationships, and internal projects daily while maintaining a keen attention to detail.

• Ability to identify situations that necessitate escalation, immediate attention without escalation, or delayed response.

• Strong execution focus with the capacity to develop solutions and strategies that accelerate growth.

• High-level interpersonal and problem-solving skills.

• Competence in influencing and rapidly establishing credibility.

• Ability to anticipate, interpret, and react to market changes by adjusting strategies and priorities accordingly.

• Capacity to manage multiple accounts simultaneously.

• Professional demeanor that reflects Meazure Learning’s brand and service standards.

• Patient and respectful approach to individuals and processes.

• Sensitivity and empathy where appropriate.

• Logical and systematic approach to troubleshooting.

• Willingness to travel at least 20% to visit accounts.

🏝️ Benefits

• Competitive Salary

• 401(k) plan with company matching and immediate vesting schedule (100% of the first 3% and 50% of the next 2%).

• BCBS Health, Dental, & Vision Insurance with substantial employer contributions for employees and their dependents.

• Generous flexible time-off policy.

• Opportunities for professional development.

• Remote and hybrid-first organizational structure.

• Excellent working environment with a team of outstanding individuals.