Customer Success Manager (12 Month Contract)

Xello

21h•$80,000 - $90,000•Remote

About The Position

Xello is looking for a Customer Success Manager for a 12-month contract. The ideal candidate is passionate about cultivating and maintaining strong relationships with new and existing customers, acting as their primary point of contact. This role requires strong interpersonal and strategic planning skills, with a proven track record of successful account management, preferably in SaaS. The Customer Success Manager will be a trusted advisor and advocate for clients, resolving problems with empathy, critical thinking, and practical advice. The role involves working collaboratively with Xello’s customer success, solutions, sales, product, and onboarding teams to ensure the health, satisfaction, and success of school district accounts. The primary contact for school district leads, the role involves frequent outreach for updates, responding to questions, understanding needs, and proposing solutions. Enthusiastic and proactive support will drive client engagement, retention, and revenue growth. The position also contributes to Xello's continuous improvement by analyzing processes and shaping customer engagement strategy. The successful candidate will be based remotely in Canada.

Requirements

2+ years of demonstrated experience managing accounts with high levels of success and retention, preferably in a SaaS environment.
Proven track record of building strong relationships, being accountable for 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.
Demonstrated experience managing client expectations and having difficult conversations, with a focus on reaching positive outcomes.
Excellent written and verbal communication skills and presentation skills.
A keen attention to detail, and highly organized when it comes to information management, planning, and time management.
Experience working in a SaaS environment.
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.
Demonstrated ability to work as a team player.
Experience using Salesforce or similar customer relationship management (CRM) system.
Proficiency with G Suite.
Willingness to travel (Less than 15% of time).

Nice To Haves

Bilingual in English and French is an asset.

Responsibilities

Manage renewals, drive revenue growth, and limit churn with assigned portfolio of accounts.
Foster long-term partnerships, ensuring Xello is a trusted solution that meets each client’s evolving needs.
Develop an achievable success plan with each school district contact that reflects their resources and ensures their goals are achieved.
Share best practices for the successful implementation of Xello.
Ignite clients’ excitement about Xello, help them identify new opportunities for increasing usage to solve business needs, and coach them on the best ways to achieve their goals.
Converse with clients consistently to assess account health, identify and review product implementation goals, address concerns, escalate important issues and have difficult conversations when necessary.
Nurture retention by proactively engaging with clients to gain insights, communicate new and improved features, analyze issues, and foster add-ons and upselling.
Work with clients to identify goals and key performance indicators, and regularly review these goals with them.
Coordinate, schedule, and facilitate web-based training sessions and in-person product demonstrations.
Learn about school district initiatives and look for new activities Xello can support.
Based on client interactions and key metrics, provide early identification of potential client issues and address them.
Manage and resolve client issues through collaboration with internal teams, including product development, client solutions, sales, and onboarding.
Act as an advocate for both the client and Xello to ensure appropriate resolutions.
Document all client interactions and create leads in Salesforce (CRM).
Assess and report product bugs.
Attend client and industry-related events, such as conferences, throughout the year.
Share insights, experiences, and lessons learned with your team.
Protect the confidential and private information that you may come in to contact within the course of your work and uphold the ethics and integrity of Xello’s code of conduct.