Customer Success Manager

November 10

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Education Walkthrough

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educational leadership • K12 • classroom walkthrough • teacher professional development • school administrators

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Description

• Manage customer onboarding, training, and ongoing support to ensure they fully utilize and benefit from the Education Walkthrough platform. • Proactively engage with customers one-on-one at critical moments in their lifecycle to prevent churn, handle escalations, uncover strategic growth opportunities, and empower their success on the platform. • Advocate for the customer by representing their feedback and concerns internally, aiming to enhance customer satisfaction and improve the overall platform. • Oversee contract renewals and manage the renewal process, ensuring high retention rates while identifying opportunities for upselling and cross-selling within the customer base. • Provide detailed reports on customer success activities and outcomes to internal stakeholders, enabling informed decision-making. • Collaborate on high-priority internal projects that evolve the Customer Success function to better meet our customers' needs, ensuring alignment with organizational goals.

Requirements

• Minimum of 2 years with in a customer-facing role within a SaaS company, ideally related to education, marketing, HR, event management, or cloud services. • Demonstrated ability in data-driven decision making and strategic thinking to improve customer satisfaction and retention. • Experience managing and driving success at scale in a portfolio of accounts. • Passionate about being the voice of the customer internally, and comfortable working cross-functionally to drive customer outcomes. • Superior at building relationships with a diverse set of people. • An ability to understand customer objectives and think creatively on ways to achieve them. • Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle. • Excellent written and verbal communication skills across all levels in a business, in particular strong telephone presence and web presentation skills are all essential. • Previous use of a CRM system, preferably Hubspot.

Benefits

• Competitive salary and benefits package. • A chance to be part of a rapidly growing startup with a global impact on education. • A collaborative, innovative atmosphere with great potential for personal and professional growth.