Customer Success Manager

4 weeks ago

Arlington, Virginia, United States PeopleGrove Full time
Customer Success Manager

At PeopleGrove, we're seeking a Customer Success Manager to join our team. As a strategic advisor to our customers, you'll showcase the value of our solutions and help drive institutional impact and outcomes.

  • Forecast and manage revenue for assigned accounts, ensuring timely completion of customer renewals.
  • Build strong relationships with primary decision makers and key stakeholders, understanding their needs, goals, and challenges.
  • Provide basic tactical support for clients, including data imports, email campaigns, and mentorship program setup.
  • Educate customers on platform features and functionality, aligning with use cases that meet their needs.
  • Act as a strategic advisor, providing consulting, coaching, and reporting to demonstrate PeopleGrove's impact on customer outcomes.
  • Analyze customer adoption and engagement data to identify risks and opportunities.
  • Maintain a regular cadence with accounts through various channels, including web-based meetings, email, phone calls, and in-person meetings.
  • Serve as the voice of customers cross-functionally, providing feedback and insights internally.
  • Contribute to customer success programs at scale, including workshops, webinars, and customer education tactics.
  • Partner with Sales to develop and execute growth plans for accounts within your portfolio.

Success will be measured by your impact on gross retention, net retention, and customer adoption and engagement metrics.

Requirements
  • 5+ years of experience working in the higher education industry, providing services/solutions to institutions.
  • Excellent oral and written communication skills, with the ability to work cross-functionally.
  • Ability to speak to solutions at a high level, while also getting into the details of platform features.
  • Passion for supporting the mission of higher education.
  • Comfortable with taking risks, leading, and working through ambiguity.
  • Outstanding organizational skills and the ability to manage multiple priorities.
  • Proficiency in Google Suite, Salesforce, and CRM systems, with the ability to learn new technology tools quickly.
  • Ability to travel up to 15%.

To be considered, please include a cover letter explaining your passion for education, desire to work in customer success, and background highlighting the traits that allow you to excel in this role.

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