Strategic Scaled Customer Success Manager
About The Position
Clever is on a mission to connect every student to a world of learning. As the leading identity platform for education, more than 111,000 schools worldwide use Clever to power secure digital learning experiences. With Clever’s layered security solutions, schools can protect access and identities for all staff, teachers, and students. With a secure identity platform for schools and a network of leading application providers, Clever is committed to advancing education with technology that works for students everywhere. Clever, a Kahoot! company, has an office in San Francisco, CA, but you can visit us at clever.com anytime. About the Team & Opportunity We are looking for a talented Customer Success Manager who is looking to make an impact on our school district customers and join our growing team. You will manage relationships with strategic scaled school districts in the US, rapidly grow their adoption and use of Clever's products and create customer champions. You will partner closely with Product, Marketing, District Sales, and other Customer Success Organization teams to drive growth, engagement and advocacy. How You'll Make an Impact Retain and Grow: Analyze large sets of data to build out strategies for different account types to manage a 500+ book of business Drive the renewal motion for all accounts in the BOB for scaled customers. Grow adoption of all Clever products in your portfolio of accounts Collaborate with district partnership teams to generate sales referrals, facilitating cross-selling and upselling of paid products to school districts. Identify, surface, and mitigate risks to a customer’s renewal and success plan Build and strengthen relationships: Build and strengthen school district executive stakeholder relationships Work with district curriculum and technology teams to get buy-in across all levels of a customer’s organization and chart an ambitious plan for success Collaborate and build alignment: Capture feedback from customers and advocate within Clever on behalf of customers Partner with sales in retaining and growing strategic customers Initiate cross-functional collaboration on resolution paths for issues
Requirements
- 2-4 years of customer success, account management, management consulting, IDM and MFA technical support, or comparable experience with a track record of executing towards ambitious goals
- Experience managing K-12 school district accounts
- Relationship-oriented, excited to build high-touch relationships while also working at scale to engage with all districts across your territory
- Strong communication skills
- Comfortable explaining complex products to both technical and non-technical audiences
- Ability to communicate easily with CIO’s/CTO’s
- Comfortable mediating conflict and handling objections
- Passion for solving technical problems to help others: you work deeply to understand customers' perspectives to assess their needs and help define technical solutions to help them achieve their goals
- Technical Prowess: you pick up new technology quickly and love learning how things work
- Collaborator, adept at partnering with other teams to deliver high-impact results
- Ability to proactively identify gaps in existing processes and design enhancements to improve efficiency and business performance
- Problem solving skills
- Capable of managing difficult and complex situations and implementing solutions to solve problems
- Ability to balance the needs of the customer and the business
- Strong organizational and operational skills to effectively manage 500+ accounts
- Ability to analyze data to prioritize accounts for specific actions to drive business goals
Responsibilities
- Analyze large sets of data to build out strategies for different account types to manage a 500+ book of business
- Drive the renewal motion for all accounts in the BOB for scaled customers.
- Grow adoption of all Clever products in your portfolio of accounts
- Collaborate with district partnership teams to generate sales referrals, facilitating cross-selling and upselling of paid products to school districts.
- Identify, surface, and mitigate risks to a customer’s renewal and success plan
- Build and strengthen school district executive stakeholder relationships
- Work with district curriculum and technology teams to get buy-in across all levels of a customer’s organization and chart an ambitious plan for success
- Capture feedback from customers and advocate within Clever on behalf of customers
- Partner with sales in retaining and growing strategic customers
- Initiate cross-functional collaboration on resolution paths for issues
Benefits
- A competitive salary
- Flexible Paid Time Off
- Paid Parental Leave
- Top-notch healthcare, vision, and dental coverage for you and your family
- Best-in-class mental healthcare service that supports employees' mental and emotional wellness
- A generous personal development yearly budget which can be used for courses, conferences, trainings, books, and more
- A comprehensive Learning & Development program that enables employees to enhance their skills, knowledge, and functional expertise
- Annual company and team events to connect with fun, bright coworkers
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
101-250 employees
