Customer Success Manager

WeVideo

137d

About The Position

WeVideo is the leading full-cycle video learning platform for content creators, businesses of all sizes, and educational institutions. We are a Google Play Editors' Choice selection with over 12 million downloads, and our product is used by more than 6,500 schools to enhance classroom learning. We have a current opening for a Customer Success Manager to ensure our customers achieve maximum value from our video learning platform, driving product adoption, retention, and growth. This role provides a chance to demonstrate your relationship management skills and take your career to the next level in the field of Customer Success.

Requirements

• Previous experience in a Customer Success Manager (CSM) role at a SaaS company is required.
• OR Extensive, hands-on experience using WeVideo products as a teacher, end user, or administrator with a deep understanding of its applications in education or business.
• Proficiency in Salesforce for data management, reporting, and tracking client interactions.
• Strong ability to manage multiple priorities and initiatives effectively across a diverse customer portfolio.
• Excellent presentation and communication skills, with a proven ability to lead client meetings and simplify technical concepts.
• Demonstrated empathetic approach to customer relationship building and conflict resolution.
• Proven capability to collaborate with multiple stakeholders and departments (e.g., Sales, Support, Product) to boost client satisfaction and resolve issues.

Responsibilities

• Act as the primary point of contact for a portfolio of WeVideo clients, guiding them through the customer journey from onboarding to renewal.
• Proactively monitor customer health and usage data to identify and mitigate churn risks, while also pinpointing opportunities for expansion/upselling by partnering with our sales teams on outreach.
• Develop and execute strategic success plans that align WeVideo's platform capabilities with the customer's desired business or educational outcomes.
• Track customer usage, feature adoption, and general sentiment within the platform to identify users who may need additional support or training.
• Maintain accurate records of all client interactions, activities, and account health within Salesforce for data management and client interactions.
• Be the voice of the customer internally, collaborating with Product, Sales, and Marketing teams to improve the user experience, product performance, and overall client satisfaction.
• Lead Monthly and Quarterly Business Reviews (QBRs) and high-touch presentations to showcase value and demonstrate ROI.
• Cultivate a deep curiosity to go beyond the designated role by creating and curating helpful assets and resources to enhance client support and drive feature adoption.

Benefits

• Competitive compensation
• Flexible PTO and Paid Holidays
• Medical Insurance with United Health Care: Employee Premiums covered at 100% and Dependent Premiums covered at 80%
• Vision/Dental Insurance with Guardian: Employee Premiums covered at 100% and Dependent Premiums covered at 70%
• Remote Work opportunity

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees