Customer Success Manager, Emerging Accounts

The Learning Internet Inc-posted 3 months ago
Full-time • Mid Level
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The Customer Success Manager, Emerging Accounts (CSM, Emerging Accounts) will be responsible for managing customer relationships, ensuring successful product usage, driving customer satisfaction and retention, and growing customer accounts. The CSM, Emerging Accounts will review and develop annual success plans and provide ongoing support to customers. This role involves meeting with customers regularly (virtually and in-person), inviting them to events, driving product usage and presenting the Learning.com suite of products for expansion and upsell/cross-sell. The CSM, Emerging Accounts will need to be aware of various state standards and districts goals, adjusting their approach based on customer needs.

  • Meet with customers regularly to review their progress, gather feedback, and address any issues.
  • Invite customers to relevant events and conferences to enhance engagement and learning.
  • Lead customers through the annual renewal and expansion process, meeting or exceeding Net Retention Revenue (NRR) targets.
  • Ensure customers have a smooth transition from sales through onboarding, serving as the customer’s continuous point of contact.
  • Develop annual success plans for larger accounts, setting goals with customers to ensure they achieve their desired outcomes and maximize product usage.
  • Work closely with teams such as Customer Support and Training & Services to ensure a smooth rostering and training experience.
  • Work closely with Marketing to drive customer marketing programs that increase customer usage and engagement.
  • Work closely with R&A team to obtain necessary data/reporting needed to demonstrate customer ROI for both retaining and growing the account.
  • Work closely with the Director of Customer Success to escalate and prioritize customer feedback.
  • Act as the leader of the POD, coordinating various teams as needed to support the book of business in your territory.
  • Drive upsell execution and communicate upsell opportunities with the Sales team.
  • Manage and update Learning.com’s CRM systems, ensuring accurate forecasting and reporting on renewal activity and progress.
  • Work with the R&A team to track progress against annual success plans.
  • Provide regular updates to the Director of Customer Success, the SVP of Sales & Customer Success, and the rest of the ELT as needed.
  • Utilize insights from district interactions to inform and improve product utilization and customer retention rates.
  • Strong focus on customer satisfaction and experience.
  • Excellent problem-solving skills with the ability to resolve customer issues promptly and effectively.
  • Understand data and how to use it to help customers achieve their goals.
  • Excel at consultative selling, meeting or exceeding NRR goals to grow existing accounts.
  • Strong collaboration skills, with the ability to work effectively with cross-functional teams including Sales, Customer Support, Customer Training, Marketing, R&A and Product Development.
  • Excellent communication and presentation skills, capable of conveying technical concepts in a clear and compelling manner.
  • Ability to present both internally and externally to leadership.
  • Strong organizational skills with the ability to manage multiple customer accounts and priorities effectively.
  • Ability to work independently and as part of a team in a fast-paced, dynamic environment.
  • Bachelor's degree in Business, Marketing, Communications, or a related field; or equivalent field experience.
  • Minimum of 5-7 years of related experience in customer support or account management.
  • Proven track record of successfully managing customer relationships and driving product usage and renewal.
  • Experience working in the education technology industry is a plus.
  • Knowledge, experience and an overall curiosity leveraging artificial intelligence (AI) for optimization of business practices.
  • Medical/dental/vision coverage
  • 401k plan with matching
  • Long and Short-term disability and Life insurance
  • Employee Assistance Program
  • Flexible Spending & Health Savings accounts
  • Health, wellness, and professional development benefits
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