Senior Customer Success Manager
1 month ago
eduMe is an innovative frontline training solution used by businesses globally to upskill and empower their workforce by embedding engaging training into their flow of work. Workday-backed and certified, we partner with companies like Uber, Marriott, and Home Depot to improve the onboarding, productivity, retention, and safety of their people.
We have offices in Los Angeles, US, and London, UK, and we are driven by a shared mission to make a difference. Motivated, caring, results-oriented, and passionate about what we do, we’re looking for like minded individuals to join us on the journey
Our Customer Success team is the heartbeat of eduMe. You’ll be joining a fun, motivated and talented bunch of professionals who excel at building strong and lasting client relationships, gathering product feedback and delivering business results through our learning solution that move the needle for our customers. We’re looking for someone who loves to roll up their sleeves, someone for whom no job is too big or too small, and someone who gets out of bed excited to solve challenges and see their customers thrive.
What you’ll do:
Own the end to end customer relationship, from implementation through renewal, for our largest and most strategic customers while executing a success plan for each
Strategically partner with our clients to maximize the value of their investment in eduMe
Gain a deep understanding of each client’s business objectives, goals and KPIs, and review regularly to ensure maximum value is being derived from eduMe
Act as our clients' trusted advisor and subject matter expert in all eduMe product
Drive adoption of eduMe's new and existing products & effectively communicate feedback to our Product & leadership teams to drive development
Proactively analyze product usage to identify opportunities and risks to account health
Work closely with our account management and sales teams to deliver executive business reviews, drive renewals and up-sells and grow Net Recurring Revenue
Be the voice of our customers to internal teams to ensure our customer needs are met
What you’ll need:
Experience managing a portfolio of large, complex high touch accounts with multiple stakeholders and high ARR
Experience running complex implementation projects with multiple workstreams, leveraging exceptional project management and time management skills
Proven track record of driving product adoption and building champions within customers
Experience managing a small number of high-value customers with a specific focus on product adoption and achieving customers’ business goals through the products they’ve purchased
Experience successfully navigating an enterprise organization to open new use cases where our product would deliver value
Experience influencing & ideally managing renewals and upsells
A wealth of experience providing strategic advice and best practice guidance to customers
Bonus: Familiarity with Workday, MS Teams, Fountain, and Beekeeper
In terms of life at eduMe, we offer:
33 days of paid leave a year, with the option to carry 5 days over
100% employer covered healthcare, dental and vision coverage
Inclusion in the company share option plan - you're a part of the success
Flexible working to support you, your life, and those around you, supported by a home office budget to set up your home working environment for comfort and success
On top of the above, we offer every employee the chance to spend 30 days working from anywhere around the globe, every year
Parental leave for primary and secondary carers
A Personal Learning and Education budget and time dedicated for any learning activities you want to pursue
Team socials twice a hear
We take the entire company abroad for a multi-day off-site every year
A $401K retirement plan
You can find more information about life at eduMe on our
careers page
Diversity, Equity and Inclusion at eduMe
eduMe is an equal opportunity employer. As a company we are committed to the unlearning of unconscious bias, diversity and inclusion long-term, which will remain a key focus of ours as we scale. We welcome all applicants, regardless of religion, ethnicity, nationality, disability status, sex, sexual orientation, gender identity, family or parental status (and any other status protected by applicable law). We aim to be transparent in our efforts to become a thriving, diverse and inclusive place to work, and you can find
the continuous action we're taking to achieve this here.
eduMe is committed to providing reasonable adjustments for qualified individuals with disabilities and disabled veterans in our job application process. If you need assistance or an accommodation due to a disability, please contact us at
careers@edume.com
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