Customer Success Manager

Job Description

The Customer Success Manager Level 2 plays a vital role in proactively ensuring customer

satisfaction, driving customer retention, and expanding long-term customer relationships within

a portfolio of key accounts. Reporting directly to the VP of Customer Success, this experienced

CSM leverages a deeper understanding of the customer's business objectives and our solutions

to provide strategic guidance and drive significant customer value. The CSM Level 2 is responsible

for independently managing complex customer relationships, identifying growth opportunities,

advocating for customer needs internally, and contributing to the development of best practices

within the Customer Success organization.

Core Responsibilities:

Strategic Account Management: Own and manage the end-to-end customer lifecycle for a portfolio of

strategic and complex accounts, ensuring high levels of customer satisfaction and engagement. Serve as

the primary point of contact, building strong relationships and addressing their needs.

Customer Success Planning & Execution: Develop and execute strategic customer success plans

aligned with customer business goals and our offerings, demonstrating a strong understanding of the

customers industry and challenges.

Proactive Customer Health Management: Monitor customer health metrics, identify potential risks,

and proactively address issues to maintain customer satisfaction and prevent churn. Develop and

implement mitigation strategies.

Trusted Advisor & Thought Leadership: Serve as a trusted advisor and thought leader to customers,

providing expert guidance and best practices to maximize their success with our solutions.

Driving Adoption & Value Realization: Oversee the onboarding process for new customers, ensuring

a smooth transition and maximizing product and services adoption. Continuously work with customers

to ensure they are realizing the full value of our offerings.

Identifying Growth Opportunities: Proactively identify opportunities for upsells and cross-sells within

existing accounts, collaborating closely with Sales and Account Management teams to increase revenue

and customer value.

Conducting Data-Driven Insights & Reporting: Conduct regular business reviews with key

stakeholders, showcasing the value delivered and aligning on future strategic initiatives. Provide

meaningful data points that focus on account highlights and areas of improvement, including insights

from internal systems, CSAT scores, anecdotal accounts, and escalated tickets. Prepare regular reports

on customer satisfaction, health, and performance to inform strategic decision-making.

Advocating for Customer Needs & Providing Feedback: Advocate for customer needs and provide

valuable feedback to Product, Engineering, and other internal teams to drive product improvements and

innovation. Gather customer feedback, analyze trends, and provide insights to inform product

development and improvement.

Ensuring Successful Renewals: Work closely with the sales team to ensure successful renewal of

customer contracts.

Contributing to Team Excellence: Contribute to the development of Customer Success playbooks,

processes, and best practices. Potentially delegate to and train new CSMs or CS Reps, ensuring they are

successfully serving customer accounts. Conduct yourself with professionalism and set a tone of

excellence across the organization.

Continuous Learning & Growth: Maintain a deep understanding of the company's products, systems,

and services. Utilize relevant tools such as Salesforce, PowerBI, Excel, Repair Engine, Asana, Trainual,

and other tools as needed.

Qualifications and Requirements:

K12 experience is mandatory

Strong problem-solving skills and attention to detail

Communicate effectively and build trust with customers and colleagues

Manage projects efficiently, meet deadlines, and ensure successful outcomes

Pay close attention to detail and ensure accuracy in all tasks

Identify and solve problems effectively, using data-driven approaches

Foster a positive team environment and support the professional development of

team members

Proactively identify potential issues and take steps to prevent them

Track and measure key performance (KPIs) to ensure department goals are met or

exceeded

Demonstrate perseverance and resilience when facing challenges

Evaluate and improve processes to enhance efficiency and effectiveness

Prepare to be customer-facing each day whether on-site on online with the

expectation that the camera is on, and backgrounds are distraction-free

Technology proficiency and a growth mentality are mandatory in the edtech space

Travel up to 20% during peak seasons

Hybrid and flexible work arrangements

This job description is not exhaustive and may include additional responsibilities as

needed.

Full-time

Hybrid remote