Sr. Client Success Manager

HelioCampus•Bethesda, WI

1d•Remote

About The Position

The Sr. Client Success Manager (Sr. CSM) combines relationship management and sales roles to ensure client renewal, up-sell, and cross-sell goals are achieved across assigned clients. This person will provide the short and long-term success, satisfaction, and reference-ability of HelioCampus clients across all phases of the client life cycle. This team member will become a primary contact at HelioCampus that will persist as the clients move through kickoff, implementation, and operational phases and work across multiple stakeholders internally and externally. As the primary point of contact, the Sr. CSM will ensure consistent communication and expectation setting as well as any necessary escalations that might be required.

Requirements

4-5 years’ Account Management or Customer Success experience working with high-touch, enterprise-level accounts
Able to communicate technical concepts accurately and clearly
Excellent planning and organizational skills
Outstanding interpersonal skills and ability to communicate clearly and effectively (both written and verbal) to stakeholders at all levels of an organization (including executive level and at cabinet-level presentations).
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
Proven track record in renewal management and revenue expansion.
Ability to travel to client sites as needed.

Nice To Haves

Higher Education industry knowledge and the understanding of current institutional challenges, organizational and reporting structures, functional and organizational hierarchy roles and responsibilities across academic, administrative, and operational units
Experience in analytics, business intelligence, and institutional effectiveness
Experience in software implementation/consulting services or equivalent experience working within the Ed Tech industry (SIS, LMS, CRM)
Analytically minded to be able to leverage data to drive decisions and recommendations is highly desired.

Responsibilities

Responsible for renewal targets and upsell/cross-sell of additional products to a defined book-of-business.
Manage and maintain client health via regular business reviews with a defined set of named accounts.
Smooth and efficient transition of new business (prospects and clients) workflow from Sales to Implementation Team.
Primary point of accountability and/or escalation for select enterprise and strategic customers.
Drive customer success through initial onboarding, implementation, analysis services account phases. This is done in close coordination with other account team members depending on the client lifecycle phase.
Work one-on-one with clients, guiding them through the customer journey and fostering positive connections. This includes defining and managing a roadmap for each client’s analysis, data science priorities, and/or institutional assessment.
Cultivate close relationships with client institutions’ HelioCampus champion and executive contacts to establish analysis priorities, institutional assessment roll-out/adoption, and/or strategic analysis specific to our benchmarking clients.
Build referenceability of clients and encourage them to participate in HelioCampus product development partnerships and industry events
Ensure and monitor proper delivery and effectiveness of account and team performance through the use of internal tracking reports and KPI dashboards (ARR, adoption and usage, customer satisfaction, account health, service hour utilization, etc.)
Identify and target revenue opportunities to upsell and cross-sell within existing accounts
Partner in the development of content, communication, and training to improve customer success productivity
Collaborate cross-team with Sales, Product Management, Technical Development, and within Client Services to streamline workflows and create a seamless customer experience
Identify opportunities and areas of improvement for customer retention initiatives and trends in customers to help determine strategy and process improvements
Work with Operations to ensure timely billing, payment response, manage contract changes