Client Success Manager

ROLE PURPOSE

The Client Success Manager is responsible for managing customer relationships in a strategic way in order to drive client retention while also pushing sales expansions. This position serves in a strategic capacity supporting clients as a trusted advisor and advocate while also representing the company objectives and driving revenue.

KEY STAKEHOLDERS

Sales

Marketing

Customer Experience

Finance

Product & Engineering

MAIN RESPONSIBILITIES

• Develop and execute retention strategies for clients using goal-oriented and value-based strategies.

• Be a trusted partner and consultant to clients helping them match our solution to obstacles in order to demonstrate a positive ROI.

• Build a rewarding relationship with clients and internal team members.

• Manage a regionally based customer portfolio of an average of 75 accounts.

• Own contract renewals and expansions, including leading pricing and contracting conversations with key client stakeholders. .

• Analyze, respond and react to performance data to help measure client performance and communicate ROI.

• Ability to identify and manage at-risk accounts and execute churn mitigation strategies.

• Proven ability to foster relationships with key client stakeholders at all levels including front line, mid level and executive level.

ESSENTIAL REQUIREMENTS OF THE ROLE

• Minimum 3-5+ years of experience in a proactive, customer-facing/customer success/sales/problem-solving role in Higher Education/ Ed-Tech/ Student Affairs

• Ability to understand and identify client issues/challenges and formulate, execute and optimize strategies and solutions.

• Strong written and verbal communication and presentation skills including ability to comfortably present to peers, senior leadership internally and key stakeholders and clients.

• Curious and self-directed with strong attention to detail, time management skills and ability to juggle priorities and all other duties as assigned.

• Proven track record of driving client satisfaction and retention

• Ability to build and cultivate strong relationships

• Strong analytical and problem-solving skills and the ability to create stories using data

• Ability to collaborate with multiple stakeholders to create and refine repeatable

and scalable processes

• Self-directed worker who feels at home in a fast-paced, ever-changing environment and can quickly adapt to changing priorities and requirements

• Enthusiastic about learning and working with the latest technologies and following industry trends

• Understanding of the needs and challenges faced by higher education and driven to improve the student experience

• Understanding of the Higher Education industry and experience in executing sales strategies.

• Experience in B2B and B2B2C SaaS

• 10-20% travel required