Customer Success Manager
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Job Description
Customer Success Manager enabling customer success for Renaissance education products. Managing key accounts in Chicago area to ensure exceptional customer experiences and drive product adoption.
Responsibilities:
- Independently manage a book of business/portfolio across assigned territories, executing on SOPs and developing proactive strategies to support customers based on segmentation and identified goals and objectives
- Ensure that customers are continuously delighted throughout their journey with Renaissance
- Regularly contributes to the identification and documentation of risks, applying knowledge of local customer and territory context; Escalates risk appropriately with some oversight
- Collaborate with cross-functional team (e.g., Sales, Customer Support, Customer Education), to support customers. Contribute to revenue growth through customer advocacy and success stories
- Facilitate or manage support/ product/ experience related customer challenges
- Lead strategic customer conversations to ensure deep understanding of product value propositions and alignment with customer goals
- Drive advanced product adoption strategies across customer base, supporting the development and implementation of scalable solutions for common customer challenges
- Analyze customer feedback patterns and success metrics to provide actionable insights to CS leadership, contributing to product strategy and customer experience improvements
- Execute sophisticated retention strategies through proactive risk assessment and mitigation planning, while monitoring customer accounts to address any signs of dissatisfaction or potential churn
- Monitor new customers through the onboarding process, ensuring a smooth transition
- Deploy many communication strategies to engage customers and engage
- Lead customer strategies for personalized engagement operating with greater independence
- Provide mentorship in CSM best practices and serve as a subject matter expert for customer success strategies and product support
Requirements:
- 2-3 years experience in Customer Success required
- Strong understanding of the K12 education competitive landscape
- Strong organizational, analytical and detail-oriented thinking skills with the ability to operate in a highly efficient manner in a goal-oriented environment
- Excellent CS strategy acumen with good business development and negotiating skills
- Strong interpersonal, written, presentation and oral communication skills
- Proven track record of meeting/exceeding goals and targets and delivering outcomes to customers.
Benefits:
- World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
- Health Savings and Flexible Spending Accounts
- 401(k) and Roth 401(k) with company match
- Paid Vacation and Sick Time Off
- 12 Paid Holidays
- Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
- Tuition Reimbursement
- Life & Disability Insurance
- Well-being and Employee Assistance Programs
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