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Customer Success Manager

3 months ago

Remote, Oregon, United States Securly Full time

Company Overview: Securly, Inc. is the pioneering leader in AI-driven student safety and wellness solutions for K-12 schools. Our award-winning technology safeguards over 20 million students across 20,000 schools globally, continuously raising industry standards. Recognized as an EdTech Product of the Year and a Top Place to Work, we are driven by our mission to create safer, more supportive educational environments through innovation.

Job Summary: Working remotely as a Customer Success Manager, you will nurture and expand relationships with approximately 300 small school districts in teh Great Lakes Region. Reporting to the Director of Customer Success, you'll ensure clients achieve their safety and wellness objectives through strategic use of our products. Through consultative solution selling, you'll drive significant account growth and expansion revenue by cross-selling and upselling our offerings.

Performance Objectives:

First 30 Days:

  • Product Foundation: Develop foundational knowledge of Securly's product suite, features, benefits, and value propositions.
  • Account Familiarization: Contact all assigned accounts, introduce yourself, and establish a positive rapport.
  • Customer Needs Assessment: Conduct thorough assessments of each account's current product usage, pain points, and goals.
  • Health Score Analysis: Review and analyze the customer health scores for all assigned accounts.
  • Internal Integration: Become proficient with internal tools and systems (e.g., CRM, customer success platforms).

First 90 Days:

  • Customer Health Improvement: Implement strategies to improve customer health scores, targeting at least 80% of accounts in the green zone.
  • Customer Feedback Loop: Establish a process for regularly collecting and incorporating customer feedback.
  • Upsell/Cross-sell Identification: Identify and begin pursuing initial upsell and cross-sell opportunities within accounts.
  • Customer Satisfaction and NPS: Achieve a CSAT score of 80% and an NPS of 40 or higher.
  • Product strength: Develop strong knowledge of Securly's product suite, features, benefits, and value propositions.
  • Strategic Account Plans: Develop strategic account plans for key accounts, outlining goals, timelines, and action items.

First 6 Months:

  • Customer Relationship Building: Build strong, trust-based relationships with key stakeholders in each account.
  • Customer Advocacy: Develop customer advocates willing to provide testimonials and case studies.
  • Process Optimization: Identify and implement improvements to customer success processes and workflows.
  • Product confidence: Develop deep confidence in Securly's product suite, features, benefits, and value propositions.
  • Cross-functional Collaboration: Foster strong collaboration with sales, marketing, and product teams to align on customer goals.
  • Territory Planning: Develop and execute a detailed territory plan to identify growth opportunities and mitigate risks.
  • CRM Utilization and Automation: Fully utilize CRM systems and implement automation to streamline processes and improve efficiency.

First Year:

  • Client Expansion and Upsell Initiatives: Weekly, identify and drive upsell and cross-sell opportunities, tailoring proposals to enhance client engagement.
    Exceed Retention Goals:     Exceed the customer retention rate goal of 85%.
  • Meet Expansion Revenue Quota: Meet or exceed the annual expansion revenue quota through effective upselling and cross-selling.
  • Churn Reduction: Reduce the churn rate to below 1% annually through proactive management.
  • Revenue Growth: Contribute to a 20% increase in account revenue through upselling and cross-selling.
  • Maintain High Satisfaction: Maintain or improve CSAT scores at 80% or higher and NPS at 40 or higher.
  • Product Mastery: Develop comprehensive knowledge of Securly's product suite, features, benefits, and value propositions.
  • Customer Health Management: Maintain at least 80% of accounts in the green zone for customer health scores.
  • Strategic Account Growth: Demonstrate sustained success in expanding usage of Securly's solutions across accounts.
  • Recognition and Advocacy: Achieve recognition from senior management and develop a portfolio of customer advocates.

Skills and Qualifications:

  • Influential Communication and Active Listening: Ability to deliver tailored presentations, utilize data and testimonials, and adapt communication based on client feedback.
  • Grit, Resilience, Work Ethic, Goal Orientation, Growth Mindset: Maintain a positive attitude, set and achieve targets, and continuously improve through learning.
  • Adaptive Thinking, Objection Handling, Problem-Solving, Negotiation: Effectively address objections, offer customized solutions, and negotiate beneficial terms.
  • Product and Industry Knowledge: Confidently understand and articulate product features and industry trends.
  • Strategic Research, Preparation, Prospecting: Identify opportunities through thorough research and prepare for strategic client engagements.
  • Client Engagement, Adaptability, Relationship Management: Build rapport, manage client relationships, and assess upselling or cross-selling potential.
  • Time Management and CRM Proficiency: Effectively manage time, prioritize tasks, and utilize CRM systems.
  • Sales Acumen: Identify and capitalize on opportunities for upselling and cross-selling to drive revenue growth.
  • K-12 teaching, administration, or leadership experience highly preferred.
  • Proven track record in sales, account management, or customer success, particularly within K-12 EdTech.
  • Experience managing both short and long-term sales cycles in a multi-product/solution sales environment.

Wellness & Benefits Overview:

At Securly, we prioritize the holistic well-being of our employees, recognizing that a healthy work-life balance, mental nourishment, and physical wellness are key to professional satisfaction and personal happiness. Our comprehensive benefits package is designed to support every aspect of our team members' lives:

  • Competitive Compensation: We offer a robust salary structure complemented by performance incentives to reward your hard work and dedication.
  • Health and Well-being: Our extensive benefits package includes top-tier health, dental, and vision insurance, supported by a company-sponsored 401(k) match, ensuring your financial security today and into retirement.
  • Parental Leave: We support new parents with 12 weeks of fully-paid parental leave, giving you precious time to bond with your newborn or newly adopted child without financial worry.
  • Flexible Time Off: Enjoy the freedom of unlimited vacation, over eight paid holidays, and special summer Friday half-days. We also provide a full week of paid leave at year-end, encouraging you to rejuvenate and spend quality time with loved ones.
  • Professional Growth: Fuel your career growth with a $1,000 annual stipend for professional development, fostering a growth mindset and continuous learning.
  • Remote-First Culture: Our remote-first approach promotes a flexible working environment, helping you maintain a healthy balance between your professional responsibilities and personal life.

Together, we strive to create an environment that nurtures your entire well-being, supporting you in achieving both your professional goals and personal aspirations.

Securly is an Equal Opportunity Employer committed to non-discrimination in employment on any basis including race, color, religion, sex, national origin, age, disability, or any other protected status. We cherish diversity and inclusion, ensuring fair hiring practices and inviting qualified candidates from all backgrounds to add their unique perspectives to our team. If you require accommodation during the application or interview process, please contact our HR department.