Customer Success Manager

4 days ago

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Logo of Education Walkthrough

Education Walkthrough

educational leadership β€’ K12 β€’ classroom walkthrough β€’ teacher professional development β€’ school administrators

2 - 10

Description

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

Requirements

β€’ 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. β€’ Demonstrated ability in data-driven decision making and strategic thinking to improve customer satisfaction and retention. β€’ Experience managing and driving success at scale in a portfolio of accounts. β€’ Passionate about being the voice of the customer internally, and comfortable working cross-functionally to drive customer outcomes. β€’ Superior at building relationships with a diverse set of people. β€’ An ability to understand customer objectives and think creatively on ways to achieve them. β€’ Comfortable with testing new approaches to drive customer engagement and success throughout the customer lifecycle. β€’ Excellent written and verbal communication skills across all levels in a business, in particular strong telephone presence and web presentation skills are all essential. β€’ Previous use of a CRM system, preferably Hubspot.

Benefits

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

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