Customer Success Manager, Mid-Market/Enterprise

View full description

Requirements:

• 5+ years of professional experience.
• 3+ years experience in implementation and customer success for a SaaS company (ideally in the K12 or EdTech industry).
• Experience or ability to work in a remote environment.
• Strong interpersonal skills.
• Project management skills (understand task dependencies/sequence and manage tasks).
• Positive attitude in high stress situations.
• Proactive, entrepreneurial style, eager to take initiative in a fast-paced environment.
• Ability to close renewal and discover expansion opportunities.
• Technical abilities: Google Suite (Sheets, Slides, etc.) & Apple/Mac required.
• Ability to travel 15-30% of the time to customer meetings, trainings, occasional conferences, and company offsite events.

Responsibilities:

• Meet onboarding, usage, and renewal targets for your portfolio of districts.
• Onboard new districts by leading their project kickoff, data integration, and training sessions.
• Assess usage, engagement, and outcome data to determine health and action needed at each of your districts.
• Build and maintain director and executive level relationships at each of your districts.
• Facilitate renewal process (quote, verbal approval, signature) for your districts.
• Provide well-structured customer feedback to our Product Team, collected during the various customer engagements.
• Continuously define, document problems and challenges faced by our districts.
• Keep account records and notes updated in a CRM such as SalesForce, Gainsight or other CS tools.