Senior Customer Success Manager - Enterprise Accounts
P
PackbackEdTech
United StatesFull-TimeSenior
Salary80000 - 95000 USD per year
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Job Details
- Experience
- 4+ years
- Required Skills
- Artificial IntelligenceSalesforceHubSpotGoogle Workspace
Requirements
- 4+ years in a customer-facing role such as Customer Success or Account Management
- Experience managing a high-volume book of business or pipeline (100+ accounts, clients, or users)
- Experience delivering training, onboarding, or presentations (virtual and/or in-person)
- Demonstrated ability to quickly learn and effectively use new technologies and incorporate AI into your workflow
- Strong verbal and written communication skills
- Strong collaborator who builds relationships with internal teams and external stakeholders
- Adaptable and flexible, able to adjust strategies based on account needs, feedback, and a dynamic higher education environment
- Excellent organizational and time-management skills, with the ability to manage 200–350 instructors and competing priorities
- Strong analytical and problem-solving skills, using data to identify risks, recommend solutions, and drive improved outcomes
- Ability to travel up to 25%
- Proficiency with CRM systems (e.g., Salesforce, HubSpot)
- Strong skills in Google Workspace and Video conferencing tools (Zoom, Teams)
- Previous experience working in EdTech, Higher Education, K-12 and/or teaching is strongly preferred
Responsibilities
- Efficiently manage 200-350 professors throughout their customer journey
- Retain and grow the customer user base at each account to meet contract expectations and support the Account Manager in contract renewal
- Lead and execute adaptive strategies to expand new instructor adoption within the portfolio
- Plan and conduct interactive professional development workshops and seminars to train faculty and teachers on integrating Packback into their curriculum and utilization of instructional AI
- Facilitate and grow the Packback user community by hosting weekly webinars and fostering discussions on best practices
- Build relationships with campus drivers of Technology usage (Project Leads, Instructional Designers, Course Designers, Building Leaders, etc.)
- Provide 1-1 and group coaching to instructors on pedagogical best practices for utilizing Packback’s available suite options
- Identify and develop relationships with champion users, coordinating closely with marketing to create case studies and testimonials
- Monitor customer health scores and initiate proactive outreach for instructors and accounts at risk of churn
- Be a product expert on all features and updates to the Packback platform, maintaining current knowledge on AI-driven features and UX updates
- Collect user feedback to refine training programs and inform product enhancements
- Travel nationwide to lead onsite training and lead customer meetings in your territory on the Packback platform and attend company onsite retreats (up to 30%)
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