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.
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
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
Develop deep product knowledge and speak eloquently about the product
Demonstrate competence in our existing implementation cycle