Senior Customer Success Manager
About The Position
The Customer Success team focuses on ensuring customers achieve their desired outcomes with our products through satisfaction, retention, and growth. Your day-to-day job will consist of: Customer Retention: Identify potential risks to customer retention and proactively refer cross-functionally to mitigate churn and improve retention rates. Improve customer health through cross funcitonal collaboration with Support, Services, Sales and other departments. Analysis and Insights: Partner with the leadership to analyze and identify retention trends and provide insights to the business. Cross-Functional Collaboration: Partner with Customer Success, Account Management, and EIC teams to ensure a seamless customer experience and maximize renewal and expansion opportunities. Forecasting: Ensure renewal and risk forecasting processes across assigned teams, ensuring data accuracy and actionable insights for leadership. Negotiation: Manage customer negotiations for renewal terms, pricing, and contract modifications, focusing on creating mutually beneficial outcomes. Process Optimization: Assist in the design and implementatioin scalable processes and best practices to enhance the efficiency and effectiveness of renewal management activities. Customer Advocacy: Act as a senior escalation point for renewal-related customer concerns, collaborating with internal teams to resolve issues and maintain high customer satisfaction.
Requirements
- 5 years prior experience in a Customer Success, Account Management, or technical support role
- Exceptional communication and presentation skills
- Attention to detail and a strong bias for action
- Strategic thinking with the ability to align solutions to customer goals.
- Proficient in Microsoft Office suite
- Proficient in the use of AI for business analysis
- Mastery level of delivering difficult messages when necessary
- Ability to handle a heavy workload and multiple projects with frequent interruptions and schedule changes
Nice To Haves
- Salesforce experience preferred
- Understanding of K-12 education systems and technology preferred
- Software-as-a-service (SaaS) experience preferred
Responsibilities
- Identify potential risks to customer retention and proactively refer cross-functionally to mitigate churn and improve retention rates.
- Improve customer health through cross functional collaboration with Support, Services, Sales and other departments.
- Partner with the leadership to analyze and identify retention trends and provide insights to the business.
- Partner with Customer Success, Account Management, and EIC teams to ensure a seamless customer experience and maximize renewal and expansion opportunities.
- Ensure renewal and risk forecasting processes across assigned teams, ensuring data accuracy and actionable insights for leadership.
- Manage customer negotiations for renewal terms, pricing, and contract modifications, focusing on creating mutually beneficial outcomes.
- Assist in the design and implementation of scalable processes and best practices to enhance the efficiency and effectiveness of renewal management activities.
- Act as a senior escalation point for renewal-related customer concerns, collaborating with internal teams to resolve issues and maintain high customer satisfaction.
Benefits
- Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance and AD&D)
- Flexible Spending Accounts and Health Savings Accounts
- Short-Term Disability and Long-Term Disability
- Comprehensive 401(k) plan
- Generous Parental Leave
- Unrestricted paid time off (known as Discretionary Time Off - DTO)
- Wellness Program, including ClassPass & Employee Assistance Program
- Tuition Reimbursement
- Pet Insurance
- Identity Theft Protection
- Student Debt Repayment Program
- Prepaid Legal coverage
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
