Customer Success Manager
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Job Description
Customer Success Manager supporting Single Stop partners using technology to connect people in poverty with benefits and resources. Leading onboarding, training, consulting, retention, and adoption.
Responsibilities:
- Lead launch courses to onboard new partners to Single Stop technology
- Deliver training on best practices and provide ongoing support
- Serve as the primary consultant to partners, helping them implement and optimize use of Single Stop
- Provide tailored consulting services and solutions for partner needs
- Monitor partner performance using data analytics
- Track outcomes, assess implementation effectiveness, and recommend improvements
- Provide regular feedback to partners based on results
- Retain customers by maintaining partner satisfaction, troubleshooting issues, and resolving concerns
- Engage partners to renew contracts and identify growth opportunities
- Collaborate with Business Development on transitions for new partners
- Partner with the Director of Customer Success to develop training content and optimize consulting services
- Develop ideas to increase user adoption and reduce churn
- Collaborate with partners on marketing plans that drive program awareness, participation, and impact
- Perform other duties as assigned
Requirements:
- Bachelor's degree required
- At least 2-3 years of experience developing and facilitating training and/or giving presentations to large and small groups (4-5 years preferred)
- Previous experience at a SaaS company
- Experience in account management
- Ability to anticipate partner needs, analyze and evaluate performance metrics, and proactively recommend strategies for success
- Proficient in utilizing technology to deliver training, including teleconferencing, videos, online guides, and learning management platforms
- Experience creating and managing partner marketing plans and engagement initiatives
- Ability to learn and teach new technologies, platforms, and software features to users of all skill levels
- Ability to utilize data to assess performance and provide meaningful feedback
- Proficient with Microsoft Office applications
- Experience designing and facilitating consulting experiences and services for clients
- Passion to work for a mission-driven organization
- Proactive team player who brings fresh ideas for user adoption and churn mitigation
Benefits:
- Health insurance (Medical, Dental, Vision)
- Paid time off (Vacation, Sick, Floating)
- Retirement plan 403(b)
- Flexible Spending Account (FSA)
- Commuter Benefits
- Life/Accident insurance
- Short-term Disability Insurance
- Long-term Disability Insurance
- Employee Assistance Plan (EAP)
- Commissions upon successful contract renewals and adoption
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