Customer Success Strategist

3 weeks ago

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

A Customer Success Manager at PeopleGrove is a strategic advisor to our customers, showcasing the value of our solutions and how they help drive institutional impact and outcomes. This role champions solution adoption, customer growth and expansion, and ensures that each assigned customer has the resources and support needed to experience success and a clear return on their investment in PeopleGrove.

Key Responsibilities:
  • Forecast and manage revenue for assigned accounts, from proactive touchpoints through pricing proposals and contract execution to ensure timely completion of all customer renewals.
  • Build strong relationships with primary decision makers and key stakeholders, and develop a deep understanding of their needs, goals, challenges, desired institutional outcomes, and how those can be met with PeopleGrove's solutions.
  • Provide basic tactical support for clients when needed, such as running data imports, building email campaigns, and resetting formal mentorship programs.
  • Educate customers on platform features and functionality, aligning functionality to use cases appropriate and valuable to the individual customer.
  • Act as a strategic advisor with assigned accounts by providing consulting, coaching, and reporting that demonstrate PeopleGrove's measurable impact on customer outcomes.
  • Analyze customer adoption and engagement data to identify, communicate, and act upon both risks and opportunities.
  • Maintain a regular cadence with accounts through various channels, including monthly web-based meetings, email correspondence, phone calls, and in-person meetings.
  • Serve as the voice of customers cross-functionally, providing feedback and insights internally, while continuing to position the product as a valuable solution that demonstrates positive impact on customer objectives.
  • Contribute to customer success programs at scale, including customer workshops, webinars, PeopleGrove Community, and other customer education and engagement tactics.
  • Partner with Sales to develop and execute growth plans for accounts within the portfolio, and assist in presales activities as needed.
  • Success will be measured by impact on gross retention, net retention, and customer adoption and engagement metrics.
Requirements:
  • 5+ years of experience working in the higher education industry and providing services/solutions to institutions, ideally a combination of roles.
  • Excellent oral and written communication skills, along with the ability to work cross-functionally with a broad range of internal and external constituents.
  • Ability to speak to solutions at a high level while also being able to get into the details and utilization of platform features.
  • Passion for supporting the mission of higher education.
  • Comfortable with taking risks, leading, and working through ambiguity, and challenging assumptions to develop and deliver optimal solutions for customers.
  • 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%.

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