Customer Success Manager

November 10, 2024

🌽 Illinois – Remote

Although this job is listed in Illinois, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

🚫👨‍🎓 No degree required

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Education Walkthrough

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Education Walkthrough is a company that provides classroom observation software designed to streamline the observation process and create actionable feedback for educators. Their platform enables school leaders, instructional coaches, and educational administrators to conduct efficient classroom walkthroughs, deliver instant feedback, and identify growth opportunities for teachers. The software supports customizable templates, allowing users to tailor the observation frameworks to their specific needs. Trusted by instructional leaders in over 2,500 schools, Education Walkthrough aims to improve teaching quality and learning environments across educational institutions.

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

2 - 10 employees

📚 Education

☁️ SaaS

🤝 B2B

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.