Team Manager, Customer Success
About The Position
Impact the Moment When was the last time you experienced the impact of your work? Our Higher Education team thrives on building meaningful relationships with educators and learners. With that comes the unique opportunity to impact lives across the world and experience first-hand the difference your hard work makes. We’re looking for a Team Manager, Customer Success to lead a team of Customer Success Representatives that support thousands of professors and hundreds of thousands of students at higher ed institutions across the Northeast US at two- and four-year institutions along with C-suite customers. Reporting to the Customer Success Director, the Team Manager, Customer Success will be responsible for managing a team of individuals whose primary responsibility is to own customer relationships. This leadership role leads a team located within the Northeast region and covers a territory that includes Massachusetts, Rhode Island, Delaware, Maryland, DC, Connecticut, New Hampshire, Vermont, New York, New Jersey, and Northern Virginia. This role will require travel throughout the semesters (25-50%) to meet with professors, administration on-site, and support your team. Candidates must hold a valid driver’s license and ideally reside near a major regional airport. How can you make an impact? Managers must be highly motivated, out-of-the-box thinkers, with the ability to converse and partner with senior leaders while also managing a team of customer success representatives. Ideal candidates will possess rapid adaptability to the ever-changing educational landscape and work to provide solutions that drive towards improved student outcomes.
Requirements
- Bachelor’s degree required, advanced degree in education or educational technology preferred
- 5+ years of professional experience in customer success, sales, or account management
- 3+ years of experience directly managing teams
- Experience using CRM (Salesforce, Gainsight, etc.) required
- Previous success in managing a customer success team; strong training and development skills
- Strong verbal and written communication, strategic planning, and project management skills
- Analytical and process-oriented mindset
- Proven results in quota attainment, pipeline management and strategy execution
- Comfortable working across multiple departments in a deadline-driven environment
- Active team player, self-starter, and multitasker who can quickly adjust priorities
- Candidates must hold a valid driver’s license and ideally reside near a major regional airport.
- This role will require travel throughout the semesters (25-50%) to meet with professors, administration on-site, and support your team.
Nice To Haves
- advanced degree in education or educational technology preferred
Responsibilities
- Recruiting, mentoring and inspiring a world-class team of customer success representatives who execute essential areas of accountability at the highest level in collaboration with Sales Leadership
- Driving strategy and alignment for renewal and expansion business supporting our 2-year and 4-year higher education institutions
- Staying informed on product needs, market conditions, promotional activities, business opportunities, sales trends, and competition strategies/activities on a regular basis in monthly reports, marketing plans, and other written communications
- Partner with district and regional sales leadership to add perspective and drive sales and customer success priorities and to help identify resources, needs, and solutions
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What This Job Offers
Job Type
Full-time
Career Level
Manager
