PeopleGrove · 2 days ago

Customer Success Manager

United States

Full-time

Hybrid

Senior Level

5+ years exp

Wonder how qualified you are to the job?

Maximize your interview chances

AlumniEducation

Growth Opportunities

Insider Connection @PeopleGrove

Discover valuable connections within the company who might provide insights and potential referrals, giving your job application an inside edge.

Responsibilities

Forecast and manage revenue for all 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, 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 your 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 your accounts through a variety of channels including monthly web-based meetings, email correspondence, phone calls, and in-person meetings

Serve as the voice of your 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 your portfolio, and assist in presales activities as needed.

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

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Higher Education Industry ExperiencePlatform Features UtilizationGoogle Suite ProficiencySalesforce ProficiencyCRM Systems ProficiencyProblem-SolvingCommunicationCross-Functional CollaborationPassionRisk-TakingAdaptabilityCritical ThinkingOrganizational Skills

Required

5+ years 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 an 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 ability to learn new technology tools quickly

Ability to travel up to 15%