Customer Success Manager

Work from
Anywhere 🌎
Type
Full Time
Opening date
Closing date
9 Feb 2022
Views
180
Coursedog is seeking an innovative, self-starting, and critical thinking person to join our Customer Success Management (CSM) team. This individual will be fully immersed in the account management and goal achievement of our customers, adding value to our clients and the team on a daily basis. Our ideal candidate thrives in a fast paced environment, cares deeply about the customer experience, and seeks to make an impact in higher education. They also have a product mind and want to contribute to improving the product at a mission-driven company.

Key Responsibilities

Own:
  • Act as the primary point of contact, account manager and relationship builder for a portfolio of clients and be willing to travel for meetings, trainings (up to 30% of the time post current COVID limitations)
  • Own the customer health tracking and improvement and adoption for the Coursedog suite of products, maximizing long term value for our customers.
  • Get involved with our support processes; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise
  • Ongoing training related to the product roadmap and evolution to support adoption and success
  • Make informed feature recommendations based on customer feedback, needs and use cases
  • Own the management and execution around renewals and upsells related to their portfolio
  • Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions
  • Own strategic account plans to drive product adoption and measurable action
  • Continue to provide our customers with strategic guidance post-deployment, setting them up for success and reference-ability
Collaborate:
  • Work with cross-functionally with the larger organization (namely project and product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assure
Learn:
  • Develop deep product knowledge and speak eloquently about the product
  • Demonstrate competence in our existing implementation cycle
  • Empathize with the problems facing our customers
  • Improve: Customer Satisfaction → Retention → Revenue → Growth

Skills Knowledge & Expertise

Qualifications:
  • At least 2-5 years’ experience in client services/account management
  • Ability to manage complex senior-level customer relationships through excellent communication and emotional intelligence
  • Proven ability to manage and grow a portfolio of clients from strategy to adoption with measurable results
  • Experience with managing the end-to-end renewal process for an account
  • Experience delivering technology-driven solutions within the business intelligence function, analytics software or higher education industry
  • Experience building strong cross-functional relationships
  • Strong consulting skills with a demonstrated consultative approach to the work
  • Unwavering integrity, attention to detail, and desire to exceed client expectations
  • Outstanding oral and written communication skills, with the ability to present to stakeholders
  • Superb time management skills with the ability to prioritize multiple competing priorities
  • Bonus points for working with business intelligence, analytics software, and/or in Higher Education
  • Authorization to work in the U.S.

Working at Coursedog

Employee Benefits
  • Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents
  • Retirement: We offer a 401k plan on day one of your employment.
  • Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
  • Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access.
  • Equity: You’ll be contributing to the team’s success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.
  • Parental Leave: To help support new parents in the workplace, we offer 6 weeks of paid parental leave.
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