Customer Success Manager, Scaled

About the position

Be a part of our wonderful Customer Success team! The responsibilities of a Customer Success Manager are: As a CSM who owns 300-350 customers you are responsible for securing renewals and proactively deploying measures to retain customers at a total ARR of $4M-$5M; responsible also for nurturing and driving product adoption as well as usage in this customer base. Lead back-to-school kick-off, weekly/monthly reviews with customers to understand their goals, mission and define milestones to accomplish desired outcomes. Based on these goals, CSM helps customers in providing guidance, walk throughs of product, tools, resources to help use the products. Maintain an understanding of products and services, assist customers with questions and suggest the best products for their needs. Review and analyze data weekly/monthly/quarterly and conduct QBRs to strategically demonstrate product usage, customer student growth. Determine which customers to proactively contact and assist with implementation and/or ensure all customers are implemented successfully. Be the main contact for customer regarding any questions or assistance they need. Streamline communication internally with other teams to ensure that the customer has an outstanding experience. Engage sales executive if CSM identifies sales expansion opportunities as they work with their customers. Seek to promote the value of the product and assist in the upsell of services and products with brand image and promoting value through customer experience. Be the voice of the customer so that internal teams can better understand how to improve all aspects of the customer experience. Track customer health with tools and data established by the Customer Success Management team. Act as point of contact customer for escalations to prevent customer day to day operational issues. Partner with sales to support expansion.

Responsibilities

• Own 300-350 customers and secure renewals
• Proactively deploy measures to retain customers at a total ARR of $4M-$5M
• Nurture and drive product adoption and usage
• Lead back-to-school kick-off and customer reviews
• Understand customer goals and define milestones
• Provide guidance and resources to customers
• Maintain understanding of products and services
• Assist customers with questions and suggest best products
• Review and analyze data and conduct QBRs
• Determine proactive contact customers for implementation
• Streamline communication internally for customer experience
• Engage sales executive for sales expansion opportunities
• Promote product value and assist in upselling
• Be the voice of the customer for internal teams
• Track customer health with established tools and data
• Act as point of contact for customer escalations
• Partner with sales to support expansion

Requirements

• 3-5 years of experience in a customer facing SaaS business
• Experience leading organizational change initiatives
• Demonstrated ability to set and monitor performance metrics and KPIs
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Skill in building and fostering a collaborative team environment
• Commitment to prioritizing customer needs and satisfaction
• Ability to thrive in a fast-paced and dynamic environment

Benefits

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs