Senior Client Success Manager

Leepfrog Technologies•Coralville, IA

About The Position

Leepfrog Technologies, Inc. provides CourseLeaf software to more than 500 academically complex colleges and universities for managing academic catalogs, curriculum, section scheduling, registration, and syllabi. The Senior Client Success Manager enriches the existing client experience by driving engagement, satisfaction, renewals, and growth. The role requires in-depth knowledge of the CourseLeaf suite and strong relationships with clients at all levels, helping them realize maximum value from the software and providing product and process information to support their goals. The Senior Client Success Manager also contributes independently to Client Success planning and satisfaction measurement and can implement plans and projects independently and manage others. The role works across Support, Development, Marketing, Product, Sales, and Finance to improve the client experience and company-wide customer feedback practices. Work is generally performed on-site in a standard office environment with moderate noise, though the physical requirements are unchanged for remote work. Travel depends on client needs and may include air or personal-vehicle travel to meetings, client sites, conferences, or other work locations.

Requirements

Bachelor’s degree or equivalent years of experience; a master’s degree or MBA is preferred.
At least 6 years of experience in Customer Success, Account Management, Higher Education, or a similar client-facing area of responsibility at a SaaS or software company.
Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
Knowledge of customer service practices.
Technical aptitude and ability to learn software programs.
Empathy, a positive attitude, and a desire to help clients reach their goals.
Excellent oral and written communication skills; communication must be clear, concise, and professional.
Ability to communicate tactfully and diplomatically with diverse internal and external audiences.
Strong client orientation and listening skills, with the ability to understand client requirements and translate them into customization options or plans.
Ability to think ahead, prioritize, plan, and take initiative.
Ability to analyze situations quickly and respond appropriately in a changing environment, including identifying who can help.
Ability to organize and manage multiple priorities.
Ability to work effectively with cross-functional internal resources.

Nice To Haves

Master’s degree or MBA.
Experience with customer relationship management software such as Salesforce.

Responsibilities

Drive client value through engagement, satisfaction, renewal, and growth.
Build client relationships through regular stakeholder check-ins to assess product adoption, integration, and satisfaction.
Promote client retention, loyalty, and growth; provide product updates and identify solutions for evolving client needs.
Contact client stakeholders to assess their CourseLeaf experience and determine whether campus goals are being met.
Communicate product and process updates and information about new products to existing clients through multiple channels.
Support revenue generation through lead identification and qualification, development of the client reference pool, and product awareness.
Maintain working knowledge of CourseLeaf software configuration, customization, and implementation options.
Serve as an escalation point for client and staff concerns regarding implementation, support, billing, products, staff, or service; coordinate internal resolution and confirm client satisfaction with solutions.
Represent client perspectives in internal process improvements and product roadmap decisions.
Develop and implement success plans for clients who are not on track to succeed.
Provide recommendations and input to product, marketing, and sales processes to improve the client experience.
Collaborate with colleagues across functions on ideation, planning, and change management.
Support measurement of Client Success effectiveness, including metrics and revenue opportunities.
Renew contracts and upsell or cross-sell CourseLeaf solutions, modules, professional services, and other add-ons.
Collect client satisfaction and performance-indicator data to assess satisfaction and loyalty.
Support a company culture focused on customer delight.
Coordinate with Support and Development on client-centered communications and responsiveness.
Work with Marketing on communications to existing clients.
Work with Product to advance a client-centered product roadmap.
Work with Sales on references, case studies, and cross-sell and upsell strategy focused on client lifetime value.
Work with Finance on collection, measurement, and forecasting.
Lead development and implementation of a company-wide customer feedback loop.
Perform other duties as assigned.