Senior Customer Success Manager
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Job Description
Experienced Sr. Customer Success Manager engaging and enabling customers to maximize Schoox platform usage. Focusing on relationship building and customer satisfaction to drive success.
Responsibilities:
- Customers are the lifeblood of our company and we’re looking for an experienced, results-driven Sr. Customer Success Manager to engage, retain, and enable our customers to fully utilize our platform.
- The mission of the Sr. Customer Success Team at Schoox is to ensure that customers achieve their own goals and recognize value from their investment.
- As a Sr. CSM, your primary super-power will be listening.
- You will actively listen and engage with assigned customers in order to develop deep and strong relationships that allow you to understand and address evolving customer needs.
- You will build and execute joint success plans with your customers; collaborate to explore new and creative ways to maximize usage of their platform; and use your analytical skills to measure and track customer growth.
- You must love learning and you must love software!
- Vital to this role is the ability and desire to develop and maintain strong Schoox product expertise and enthusiasm.
- Sr. CSMs use a suite of tools to monitor, analyze, and predict customer engagement and loyalty.
- You will interface with other departments within Schoox to relay customers’ levels of engagement, provide product feedback, provide experience feedback, and identify opportunities for improvement.
- Your ability to problem-solve, identify patterns, and skillfully interface with various stakeholders at all levels will allow you to detect any early signals of at-risk customers.
- Through the use of Customer Success-related platforms and data, you will follow playbooks and established processes, adding your personal touch to address issues, and provide an optimal path for escalation.
- In a nutshell, you will be the consultant for the best ways to utilize an amazing product!
- You will become a trusted advisor for customers - and they, in turn will rely upon you to guide them in achieving their own personal, professional, and corporate goals.
Requirements:
- 3 to 5 years in a customer success role
- Flexible thinker strong in strategy, critical thinking, creativity, and inductive reasoning
- Proven experience successfully working with large, global organizations
- Strong negotiation skills
- Proven ability to retain and grow ARR
- Knowledge of: SaaS business model and operations, eLearning, technical support, and fundamental data analysis
- Exceptional communication skills - respectful, highly organized, collaborative, coachable, detail-oriented, and self-aware
- Life-long learner with an obvious growth-mindset
- Refined presentation skills and presence
- Experience building and nurturing relationships at various levels within an organization
- Empathetic, positive attitude with a desire to help our customers reach their goals
- Results-driven mentality with a bias for speed and action
- Strong analytical skills with the ability to translate data into insights
- Technical skills to thoroughly understand the products you support
- Consistently exhibits a high level of Integrity and professionalism
- Bachelor’s degree (or equivalent work experience)
Benefits:
- A description of our employee benefits may be found HERE
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