Customer Success Associate (14-month Contract)

Xello

21h•Remote

About The Position

Xello is looking for a Customer Success Associate for a 14-month contract. This role is for someone passionate about cultivating and maintaining strong relationships with new and existing customers, with proven client management skills, preferably in SaaS. The associate will act as a trusted advisor and advocate, resolving client problems with empathy, critical thinking, and practical advice. The role involves ensuring the health, satisfaction, and success of school and school district accounts, acting as the primary contact for clients, reaching out for updates, responding to questions, learning about needs, and proposing solutions. The goal is to inspire deeper client engagement, leading to client retention and revenue growth. The associate will also analyze processes and help shape the customer engagement strategy. The successful candidate will be based remotely in Canada.

Requirements

1-2 years of demonstrated experience managing clients with high levels of satisfaction and retention, preferably in a SaaS environment
Proven track record of building strong relationships, supporting client success, and delivering value to clients with every interaction
Strong problem-solving, decision-making, and analytical skills, with the ability to think creatively and be resourceful when assisting clients
Excellent written and verbal communication skills
A keen attention to detail, and highly organized when it comes to information management, planning, and time management
Self-directed, with the ability to effectively prioritize and manage multiple projects/tasks of varying complexity
Ability to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the norm
Enthusiastic about learning and implementing new solutions and technologies
Experience using Salesforce or similar customer relationship management (CRM) system
Proficiency with G-Suite

Responsibilities

Manage renewals, drive revenue growth, and limit churn with assigned portfolio of accounts
Build and actively manage relationships with clients to increase product adoption and satisfaction
Develop achievable success plans with school districts that reflect their resources and ensure their goals are achieved
Share best practices for the successful implementation of Xello
Regularly connect with clients to monitor account health, address concerns, escalate important issues, and manage difficult conversations
Nurture retention by proactively engaging with clients to gain insights, communicate new and improved features, analyze issues, and foster add-ons and upselling
Coordinate and schedule web-based training sessions
Act as an advocate for both the client and Xello to ensure appropriate resolutions
Manage and resolve client issues through collaboration with internal teams, including product development, client solutions, sales, and onboarding
Document all client interactions and create leads in Salesforce (CRM)
Assess and report product bugs
Share insights, experiences, and lessons learned with the team