Enterprise Customer Success Manager

5 days ago

San Mateo, California, United States Stellic Full time
About Stellic

Stellic is a pioneering SaaS platform that empowers students to achieve their academic goals and career aspirations. Our mission is to revolutionize the higher education landscape by providing a unified, user-friendly experience that addresses the complex challenges faced by institutions and students alike.

The Role

As an Enterprise Customer Success Manager at Stellic, you will play a critical role in driving the success of our partner institutions. Your primary responsibilities will include:

Relationship Management

Building and maintaining strong, trusting relationships with our partners, ensuring their needs are met and exceeded throughout the customer lifecycle.

Value Realization

Establishing clear goals and objectives with partners, focusing on high product adoption, platform utilization, and retention. You will work closely with internal teams to identify opportunities for upsell and improve the overall customer experience.

Thought Partnership

Serving as a strategic voice of the customer, providing valuable insights to internal teams to inform product development, marketing, and sales strategies.

Partner Training

Designing and delivering training programs to ensure high adoption and NPS from diverse roles within partner institutions.

100% Renewals

Leading the renewal process for your assigned partners, ensuring seamless transitions and maximum retention.

You will be a great fit for this role if you possess the following skills and experiences:

  • Enterprise Partner Success: Proven ability to navigate complex, multi-stakeholder environments and drive long-term success.
  • Customer Empathy: Deep understanding of customer needs and motivations, with a passion for delivering exceptional experiences.
  • Persuasion & Influence: Effective communication and interpersonal skills, with the ability to articulate ideas persuasively and inspire action.
  • Deal with Legacy Space: Experience working in bureaucratic, slow-moving organizations, with a keen understanding of the politics and challenges involved.
  • Problem Solving: Proactive approach to identifying and mitigating risks, with a creative mindset and ability to think outside the box.
  • Data Analysis & Reporting: Strong analytical skills, with the ability to translate data into actionable insights and ROI realization.
  • Training: Experience training diverse stakeholders on complex products, with a focus on creating engaging and effective learning experiences.
  • Documentation & Communication: Excellent writing and communication skills, with the ability to craft clear, concise updates and reports.
  • Focus on Impact, not Progress: Goal-oriented mindset, with a focus on delivering tangible results and making a meaningful impact.
  • Operationally Excellent: Proven ability to manage a high-volume caseload, with a focus on efficiency, productivity, and customer satisfaction.
  • Comfort with Commercial: Experience with commercial conversations, including upsell and renewal discussions, with a focus on driving revenue growth and customer loyalty.
  • Collaborative Player: Ability to work effectively with cross-functional teams, including sales, product, and marketing.
  • Grit: Resilience and determination, with a strong work ethic and ability to overcome obstacles.
  • Culture-fit: Alignment with Stellic's values, including a passion for customer-centricity and a commitment to making a positive impact.

Salary: $80,000 - $165,000, plus equity

Why Join Stellic?

  • Be part of a customer-centric team that's addressing the core issues in higher education via an expandable platform.
  • The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth.
  • Work and learn from some of the most prominent thought leaders in higher education and SaaS.
  • Be part of a culture where ownership, new ideas, and creativity are celebrated.
  • Generous stock options in a Series A stage startup.
  • Flexible, outcome-based culture.
  • Medical, dental, vision, and life insurance.
  • 401K and commuter benefits.
  • Annual international retreats in some of the most beautiful cities & towns.

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