Manager, Customer Success

ProctorU Inc.•Mclean, VA

2d•Hybrid

About The Position

At Meazure Learning, we aim to empower open-minded, inquisitive, and driven individuals. Every team member brings something new to our culture, and together, we make a meaningful impact on the lives of millions of test-takers around the world. Our shared purpose is rooted in a single vision: To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently. Our values—Hungry, Humble, and Smart—guide everything we do. We’re looking for individuals who bring curiosity, emotional intelligence, and team-first thinking to their work. If that sounds like you, let’s talk. The Manager, Customer Success - Operations has primary responsibility for long-term success and retention of current partnerships by utilizing scaled customer success tactics to provide customer service to Meazure Learning’s customers. To accomplish this, the Manager Customer Success - Operations will develop strategies for engaging customers to optimize customer experience and help them achieve successful outcomes with Meazure Learning via CRM tools, data tracking, and scaled service with the Account Services Team.

Requirements

Approximately 5+ years of experience in Customer Success, Customer Operations, or a related customer-facing role.
Strong written and verbal communication skills with the ability to engage effectively across teams and customer audiences.
Technical aptitude with proficiency in web-based applications, Google Workspace, and Microsoft Office Suite.
Strong organizational and prioritization skills with the ability to manage multiple initiatives, customer relationships, and operational responsibilities simultaneously.
Strong execution mindset with the ability to develop scalable solutions and operational strategies.
Comfortable using data and metrics to drive decisions, measure impact, and communicate recommendations.
Skilled at troubleshooting and problem-solving using a logical and systematic approach.
Demonstrated professionalism, empathy, patience, and strong interpersonal judgment.

Nice To Haves

Totango, Salesforce, and PowerBI knowledge, experience or expertise
Zendesk knowledge and ticket management

Responsibilities

Design, develop, and implement scaled customer success model with Account Services Team to improve customer retention, satisfaction, and product adoption across low- and mid-tier customer segments.
Build, lead, coach, and develop the Account Services Team and Customer Success Associates.
Lead the Customer Education Team with a focus on developing proactive, value-added educational resources and enablement assets for both internal teams and customers.
Own and manage customer health tracking, engagement activities, and customer success workflows within Totango.
Work on strategic initiatives that support the OneMeazure strategy to standardize and streamline operations across the entire Customer Success organization.
Track and analyze key customer success metrics including retention, adoption, customer satisfaction, engagement, and operational performance.
Provide data-driven insights and recommendations to leadership teams to improve customer outcomes and operational effectiveness.
Support the continued evolution of customer experience frameworks, including onboarding, lifecycle management, customer health scoring, and risk management strategies.