Customer Success Manager

Novoed - San Francisco, CA

Full-time - Mid Level

Remote - San Francisco, CA

Publishing Industries

About the position

NovoEd is a rapidly growing company that is a leader in the online learning revolution, with its learning platform used by organizations looking to create the best learning experiences for their employees. Our technology enables the creation and delivery of engaging global learning experiences that lead to sustainable behavior change and enable business transformation. The Customer Experience team at NovoEd puts the customer at the center of everything we do. The mission of the Customer Success team is to ensure our customers are easily onboarded and able to quickly achieve the results they desire. We are seeking a Customer Success Manager to own a portfolio of customers and help ensure the NovoEd platform delivers high-value capabilities to their business. As a Customer Success Manager, you will serve as the trusted point of contact across the customer journey, which includes onboarding, adoption, and renewal. You will use a consultative mindset to help enterprise customers plan and roll out their learning programs. Building relationships with our largest customers will be crucial to understanding their challenges, goals, and strategies. You will coach customers on how to most impactfully leverage the NovoEd platform to deliver learning across their enterprise. Additionally, you will develop, own, and execute against success plans for each of your customers. Engaging the broader NovoEd organization as appropriate (Product, Marketing, Leadership, Subject Matter Experts) will be part of your role to communicate customer feedback and represent the voice of the customer. You will partner with Sales to develop an account strategy for each assigned customer for retention and expansion. Creating a customer feedback loop with the product management team to surface customer requests and inform the product roadmap will also be part of your responsibilities. Furthermore, you will coordinate with marketing to involve customers in case studies and media opportunities, and participate in the ongoing improvement and development of both internal and customer-facing processes and materials.

Responsibilities

• Serve as the trusted point of contact across the customer journey: onboarding, adoption, and renewal.
• Use a consultative mindset to help enterprise customers plan and roll out their learning programs.
• Build relationships with our largest customers to understand their challenges, goals, and strategies.
• Coach customers on how to most impactfully leverage the NovoEd platform to deliver learning across their enterprise.
• Develop, own, and execute against success plans for each of your customers.
• Engage the broader NovoEd organization as appropriate (Product, Marketing, Leadership, Subject Matter Experts) to communicate customer feedback and represent the voice of the customer.
• Partner with Sales to develop an account strategy for each assigned customer for retention and expansion.
• Create a customer feedback loop with the product management team to surface customer requests and inform the product roadmap.
• Partner with marketing to coordinate customers for case studies and media opportunities.
• Participate in the ongoing improvement and development of both internal and customer-facing processes and materials.

Requirements

• 3-5 years experience in enterprise-level Customer Success, Account Management or consulting, with a focus on growth.
• 3-5 years managing complex projects with cross-functional/distributed teams.
• Experience or knowledge of enterprise learning and development functions.
• Ability to navigate and effectively prioritize competing requests from clients.
• Ability to grasp new concepts and technologies quickly.
• Capable of prioritizing work efforts in a fast-paced start-up based on the value-add for customers.
• Self-starter and capable of working independently to solve complex problems.
• An interest in the field of Learning and Development.

Benefits

• Collaborative work environment
• Fun remote social events
• Annual in-person all-company meeting
• Paid Parental Leave
• Flexible vacation days
• Comprehensive health care coverage
• Mental wellness perks
• Phone, internet, work-from-home reimbursements