Customer Success Manager

About The RoleThe hiring company for Schools is actively seeking a passionate and highly motivated Customer Success Manager to drive our mission of empowering students and transforming the learning experience. As a Customer Success Manager, you will play a pivotal role in shaping the success of district partnerships in the Northeastern United States.Key ResponsibilitiesOnboarding: Manage the onboarding process for new clients, providing necessary training and support to integrate tutoring services effectively.Sales Support: Collaborate closely with the sales team throughout the customer lifecycle to ensure client needs are met.Implementation: Work with clients to create and execute implementation plans aligned with their goals and objectives.Develop Educational Materials: Assist in the creation of training courses and educational materials.Reporting: Analyze business data and present information to clients.Consumption: Ensure full contract value across all accounts is consumed by maintaining implementation records to track progress and identify gaps. Monitor clients' usage of tutoring services and seek opportunities to improve or expand offerings.Revenue Management: Utilize revenue metrics to ensure that deliverables align with the scope of services.Data Analysis: Analyze data to evaluate the effectiveness of learning solutions and recommend changes/additions to achieve customer goals.Customer Service: Deliver prompt and effective customer service, resolving any issues or concerns in a courteous and professional manner. Be an owner across all accounts in an MVP model.Proactive Engagement: Engage customers through phone, email, video call, in-person visits, and targeted campaigns to secure renewals and expand services.Retention: Develop and implement retention strategies to ensure that clients continue to use tutoring services year after year.Renewal Management: Manage the contract renewal process, negotiate pricing and terms as necessary, and maintain a partnership with clients.Key RequirementsAbility to travel to customer locations as needed to ensure customer satisfaction (up to 35% including overnight travel).Bachelor's degree in business, education, or a related field.At least 3 years of experience in a customer success role, preferably in the education industry.Strong communication and interpersonal skills, with the ability to establish and maintain relationships with key stakeholders.Proficiency in CRM Software: Customer Relationship Management (CRM) software is crucial for managing customer interactions and tracking customer success metrics. Experience with CRM tools, such as Salesforce or Zendesk is highly beneficial.Proven track record of managing the full client life cycle, from onboarding to renewal.Benefits/CultureCompetitive Salary, Variable Compensation, and Equity in the companyHealthcare Plans (Medical, Dental, Vision, Life)401k Company Matching PlanMaternity, Paternal, and Adoption LeaveRemote PositionFlexible PTOFree Learning Membership for you and your householdUnique opportunity to help transform how the world learns!Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

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