Customer Success Manager

Customer Service and Retention


* Serve as the first and primary point of contact for customers


* Train and onboard new clients through the prepared implementation process


* Train existing customers in new features as they are released


* Train existing customers as they assign new contacts or expand usage


* Answer all incoming communication from customers and troubleshoot any issues


* Build relationships by providing consistent value and fostering customer loyalty


* Develop relationships with key stakeholders and maintain a focus on business development from customer onboarding through renewal in joint communication with assigned Sales personnel


* Maintain a record of Service Level Agreements for all customers to ensure proper program implementation through Hubspot


* Demonstrate product to interested leads


* Travel to visit clients or attend conference/trade shows as needed to guarantee customer success


* Speak and present at trade shows and conferences as needed


* Effectively leverage customer feedback via annual Net Promoter Survey (NPS) results; follow up with all district “Detractors” and develop written mitigation plans/timeframes to address pain points


* Demonstrate specific understanding of individual district needs to determine solutions that benefit both the customer and our organization


* Organize and facilitate monthly district achievement meetings to ensure understanding of the needs of the customer’s program; drive high levels of customer satisfaction through consultative recommendations (

*note: this is in lieu of the bullet point that cites “Attend regular meetings…)


* Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address


* Review district dashboard data on a weekly basis and ensure corresponding and tailored district outreach


* Consistently engage with and uncover the ‘Whys?’ behind district feedback


* Communicate all product enhancements, technological updates, and other pertinent information to districts in a timely, efficient manner


* and professionally


* Regularly monitor district attrition risks; outline and document proactive solutions to minimize/mitigate flight risks within assigned customer/district portfolio


* Manage difficult district feedback with high levels of tact/diplomacy


* Demonstrate clear understanding of all eCourse offerings and technical requirements of the program


* Demonstrate excellent verbal and written communication skills


* Demonstrate high levels of energy and urgency in all district facing and inter-departmental interactions; instill, nurture and expand collaborative partnerships within assigned district portfolio


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* Customer Growth and Expansion
+ Proactively identify customer needs and promote tailored solutions
+ Educate customers on solution value through data-informed rela...