Schoox · 7 hours ago

Customer Success Manager

United States

Full-time

Remote

Senior Level

5+ years exp

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Corporate TrainingE-Learning

Work & Life Balance

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Responsibilities

Build, maintain, and grow effective working relationships with key points of contact within your assigned customer accounts

Build, maintain, and grow effective working relationship with key points of contact within various departments of Schoox

Build and maintain Schoox product expertise

Establish clear Success Plans for clients

Conduct formal business reviews with customers

Deliver and communicate ROI for customers throughout the customer lifecycle

Gather, prioritize, and distill customer feedback into established communication channels within Schoox

Advocate for customer-specific needs through internal channels such as support, marketing, product, and leadership

Analyze customer metrics and feedback, including product utilization, customer satisfaction and NPS surveys, and other KPIs

Promote the value of the product throughout the customer experience

Review customer complaints and concerns and seek to improve all aspects of the customer experience

Maintain high levels of customer engagement and satisfaction in terms of the customers' adoption trends, sentiment, and mining opportunities for deeper engagement and expansion

Renew customer contracts in accordance with established processes and goals

Attend customer meetings and events in person, as needed

Persuade decision-making based on both qualitative and quantitative reasoning

Qualification

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Customer Success ManagementSaaS business modelTechnical SupportData AnalysisRelationship Building