Senior Client Success Manager

Leepfrog • Coralville, IA

6d • Onsite

About The Position

Leepfrog Technologies, Inc. provides its 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 experience of existing CourseLeaf clients by driving engagement, satisfaction, renewals, and growth. The role requires a deep understanding of the CourseLeaf suite and strong relationships with clients at all levels, helping them maximize software value and meet their goals.

The Senior Client Success Manager contributes independently to Client Success plans and satisfaction measurement, implements plans and projects, and may manage others. The role works across Leepfrog teams to resolve client concerns, represent client feedback in internal processes and product development, support renewals and additional sales, and advance a company-wide culture of customer delight. The position is based on-site in Coralville, Iowa, and requires travel depending on client needs.

Requirements

• Bachelor’s degree or equivalent years of experience.
• At least 6 years of experience in Customer Success, Account Management, Higher Education, or a similar area of responsibility in a client-facing role for 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.
• Empathetic, positive attitude and desire to help clients reach their goals.
• Excellent oral and written communication skills, including clear, concise, professional communication with varied internal and external audiences using tact and diplomacy.
• Strong client orientation and listening skills, including ability to understand client requirements and translate them into customization options or plans.
• Planning ability, including thinking ahead, prioritizing, planning, and taking initiative.
• Ability to solve problems in a changing environment by quickly analyzing situations and identifying appropriate people to involve.
• Ability to organize and manage multiple priorities.
• Ability to work effectively with internal resources across functions.

Nice To Haves

• MBA or master’s degree preferred.
• Experience with customer relationship management (CRM) software such as Salesforce preferred, but not required.

Responsibilities

• Drive client value through engagement, satisfaction, renewal, and growth.
• Build and maintain client relationships through regular stakeholder check-ins about 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 understand their CourseLeaf experience and help ensure campus goals are met.
• Communicate product, process, and new product information to existing clients through multiple channels.
• Support revenue-generating efforts through lead identification and qualification, development of the client reference pool, and product awareness.
• Maintain in-depth working knowledge of CourseLeaf software configuration, customization, and implementation options.
• Act as an escalation point for client and staff concerns about implementation, support, billing, products, staff, or service; coordinate internal teams to resolve issues and confirm client satisfaction.
• Represent client feedback in improvements to internal processes and the product development roadmap.
• Develop and implement success plans for clients who are behind on their goals.
• 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 support upselling and cross-selling CourseLeaf solutions, modules, professional services, and add-ons to existing clients.
• Collect client satisfaction and performance indicator data to assess satisfaction and loyalty.
• Support a company culture focused on customer delight.
• Work with Support and Development on client-centered communications and responsiveness.
• Work with Marketing on communications to existing clients.
• Work with Product on 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior