Senior Customer Success Manager
3 days ago
We are seeking a highly skilled Senior Customer Success Manager to join our team at Easy Recruiter. As a key member of our customer success team, you will be responsible for managing customer relationships, driving customer adoption, and ensuring customer satisfaction.
Key Responsibilities- Lead the entire customer journey, from onboarding to post-sale customer lifecycle, to ensure account success and retention.
- Monitor implementation progress and account health, and maintain knowledge of project status to communicate to customers and internal partners.
- Conduct quarterly impact reviews to document success, review adoption and usage metrics, align on district priorities, and provide adoption and usage recommendations.
- Determine order and priority of account issues and help to implement solutions or workarounds, coordinating with internal teams.
- Accurately report and monitor the health of customer deployments and drive corrective action plans where needed.
- Partner with sales team to facilitate subscription quotes and contract renewals.
- Demonstrate ability to work independently and to collaborate effectively across team functions.
- Strong executive presence at the VP level and above, with ability to seamlessly participate in discussions with business and technical leadership.
- Develop strong partnerships with account leaders across District departments, especially at the Executive level, to set multi-year student achievement strategies.
- Act as a trusted advisor and coach, defining and measuring / confirming the realization of our customer's curriculum objectives through the use of our programs.
- Participate in district steering committees and events, be available for regular site visits, build district reports as needed.
- Act as a primary point of contact for district leaders and educators, working in close collaboration with Sales and Professional Learning to deliver an outstanding customer experience.
- Able to mitigate risks by being resourceful and an independent problem-solver.
- Develop and maintain a deep understanding of customer contracts and district requirements to ensure compliance with terms and proactively make recommendations.
- Review and analyze account data to understand usage trends, sharing key insights with customers to inform ongoing curriculum strategy.
- Lead regular check-in meetings with customers, including goal setting and impact reviews, to ensure account progress towards strategic goals and teacher and student performance.
- Understand customer needs and priorities to optimize the use of the product portfolio.
- Monitor the adoption rates of assigned accounts, help align customer use case with their business objectives.
- Adept at working in fast-paced environments.
- Implement complex project plans for our largest districts multi-product implementations that involve multiple work streams and internal partners.
- Lead and coordinate development of Professional Learning plan for customers, collaborating with product specialists as needed.
- Maintain expertise across the suite of products to advise accounts across all curriculum needs.
- Proactively identify risks and alert stakeholders of launch readiness blockers encountered during onboarding and/or post-launch activities.
- Confidently serve as the districts contract guide and understand scope of work and implementation.
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