Customer Success Manager - Foundation

GoGuardian

2d•$90,000 - $100,000•Remote

About The Position

The Customer Success Manager (CSM) is responsible for retaining and growing a portfolio of active customer accounts, providing best-in-class support and customer success management. Reporting to the Manager, Customer Success, you’ll play a pivotal role in ensuring that our customers are achieving maximum value from our solutions, ultimately driving renewals, expansions, and cross-sells. Working closely with New Business Managers, you’ll collaborate on Strategic Growth Plans, guide new customers through onboarding, and proactively monitor customer health to mitigate churn risks. Your primary objective will be to support customers in achieving their goals through GoGuardian’s platform, acting as their trusted advisor and main point of contact throughout the customer journey to retain and grow GoGuardian products and services. This role requires a proactive, customer-focused individual who is comfortable managing multiple accounts, identifying growth opportunities, and acting as a bridge between the customer and internal teams. You will be measured against ARR targets and responsible for ensuring timely renewals, cross-selling additional products, and expanding accounts to align with evolving customer needs. In every customer interaction, you’ll strive to provide a delightful experience, supported by strategic guidance and best practices to drive strong customer engagement and long-term success.

Requirements

You have 1-2 years of experience in account management, customer success, sales, or other relevant experience within the B2B SaaS industry, preferably with a background in edtech or education-focused software solutions.
You are an empathetic listener with a strong focus on understanding and meeting customer needs.
You possess excellent time-management and organizational skills, capable of balancing multiple accounts and priorities efficiently.
You have experience using CRM tools (Salesforce preferred), along with communication and collaboration platforms such as Slack, Zoom, and G Suite.
You are a clear and effective communicator with strong verbal and written skills, able to engage confidently with current and prospective customers.
You are a collaborative team player who adapts easily to changing environments and priorities.
You are self-motivated, persuasive, and eager to learn and grow in a dynamic, fast-paced environment.

Responsibilities

Drive Renewals and Account Retention: Ensure a high rate of renewals by managing and nurturing customer relationships, proactively identifying and addressing any challenges, and securing contract renewals before expiration.
Identify and Execute Expansion Opportunities: Recognize opportunities for account growth by upselling and cross-selling GoGuardian’s products to meet evolving customer needs, contributing to both customer success and revenue targets.
Guide Customers Through Onboarding and Product Adoption: Lead new customers through implementation and onboarding, ensuring a smooth transition to GoGuardian’s platform and supporting product adoption through monitoring, guidance, and ongoing best practices.
Monitor and Improve Customer Health: Track customer usage and engagement, leveraging product usage and analytics tools to forecast risks of churn and opportunities for growth. Take proactive steps to maintain and improve customer health, providing personalized support as needed.
Act as a Strategic Customer Advocate: Build trusted advisor relationships by understanding customer goals and acting as their advocate within GoGuardian. Partner with cross-functional teams to deliver on customer needs, providing feedback to Product and other departments to continuously improve the customer experience.
Maintain a High-Accuracy Sales Pipeline: Manage your pipeline within Salesforce, maintaining high accuracy in opportunity forecasting and reporting. You will be responsible for meeting or exceeding a renewal, expansion, and cross-sell quota on a quarterly, and annual basis.
Deliver Exceptional Customer Experience: Aim to provide a delightful experience in every interaction by being responsive, knowledgeable, and proactive, continuously working to enhance customer satisfaction and loyalty.
Support Strategic Initiatives and Internal Collaboration: Work closely with New Business Managers to develop and execute Strategic Growth Plans for your designated region. Facilitate seamless transitions from Sales to Customer Success, ensuring alignment on customer needs and objectives.

Benefits

Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan.
Flexible time off, paid holidays, paid parental leave, wellness days, and a paid year-end holiday break.
A robust catalog of benefits that support your professional growth and personal well being, including work from home funds, fertility &adoption reimbursement, and more…

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