Job Description
**Customer Success Manager (CSM) - North America**
**Location:** Fully Remote
**Benefits:**
We offer a comprehensive benefits package, including:
- Medical, Dental, and Vision Insurance
- Life and Disability Insurance
- Paid Time Off (Unlimited)
- Retirement Plan with Company Match
**About the Role:**
We are looking for a passionate Customer Success Manager (CSM) to lead our account relationship management and renewals for higher education and corporate enterprise accounts. In this role, you will collaborate closely with sales and marketing teams to promote product adoption and ensure customer success. Your primary focus will be on driving the utilization and renewal of our product portfolio, with the ultimate goal of enhancing customer satisfaction and retention.
**Key Responsibilities:**
1. **Promote Product Adoption:**
- Actively share new product offerings and features to encourage usage growth.
2. **Manage Relationships:**
- Serve as the main point of contact for a portfolio of customers, fostering strong relationships and acting as a trusted advisor.
- Conduct regular check-ins to understand client needs, gather feedback, and address any concerns.
3. **Enhance Customer Satisfaction:**
- Maintain a high level of customer satisfaction and generate opportunities for referrals within the North America region.
4. **Drive Renewals:**
- Focus on customer retention by showcasing the value and ROI of our platform, ensuring continued satisfaction.
5. **Strategic Guidance:**
- Analyze client data to identify opportunities for enhancing product use and engagement.
- Collaborate with clients to develop customized success plans that align with their objectives.
6. **Product Expertise:**
- Gain in-depth knowledge of our products and stay updated on developments to effectively communicate their value.
- Conduct product demonstrations to illustrate how our solutions can address specific challenges.
7. **Data Analysis and Reporting:**
- Analyze user data to provide actionable insights and generate regular performance reports for clients.
- Conduct quarterly reviews to assess key metrics and strategic alignment.
**Who You Are:**
- **Driven:** You are a positive and optimistic individual who thrives in a fast-paced, high-performing environment.
- **Accountable:** You have a detail-oriented nature and a "do what it takes" attitude.
- **Strategic Thinker:** You can align company goals with customer objectives.
- **Customer-Centric:** You are mindful of the entire customer experience and their needs.
- **Servant Leader:** You are knowledgeable and focused on serving others.
- **Collaborative Communicator:** You have strong verbal and written communication skills and can work cross-functionally.
- **Tech-Savvy:** You understand how SaaS companies operate and deliver value to customers.
**Qualifications:**
- Bachelor's degree (preferred); advanced degree is a plus.
- A minimum of 5 years of experience in consultative sales, account management, or customer success.
- Familiarity with Cloud/SaaS applications; experience in academic technology, eLearning, or instructional design is a plus.
- Excellent communication skills, both verbal and written.
- Self-starter who is well-organized and able to manage multiple tasks with minimal oversight.
- Working knowledge of educational Learning Management Systems.
- Proficiency in using CRM and Customer Success tools (experience with Salesforce and Gainsight preferred).
- Willingness to travel as needed.
**Salary Information:**
The base salary for this position ranges from $80,000 to $100,000 annually. Compensation may vary based on qualifications, skills, and experience.
**Our Values:**
We seek individuals who are mission-driven, collaborative, inventive, and able to move at a fast pace. If you are enthusiastic about transforming education through innovative solutions, we would love to hear from you!
Employment Type: Full-Time
Salary: $ 80,000.00 120,000.00 Per Year
Job Tags
Full time,