NoRedInk · 5 hours ago

Senior Manager, Customer Success

United States

Full-time

Remote

Senior Level

$140K/yr - $160K/yr

5+ years exp

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ConsumerE-Learning

Work & Life Balance

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Responsibilities

Manage a team of CSMs, ensuring they have the tools and resources to hit their core KPIs

Set clear performance expectations, provide regular and actionable coaching, and leverage performance data to proactively manage the team.

Maintain (continually hire for) a high-performing team with accountability to their individual and team performance. Celebrate and reward top performance and provide performance management when necessary.

Inspire collaboration across customer-facing teams, ensuring that the CS strategy is aligned with the company strategy.

Develop the team to identify key stakeholders on the district implementation team.

Ensure the team has processes in place to effectively lead Implementation Kickoff meetings that identify district implementation plans and ensure clear expectations for the school year implementation.

Lead the team to assess data and identify gaps in implementation within district accounts.

Create and lead the team to execute engagement strategies that lead to breadth and depth of product usage.

Create product adoption strategies that align product adoption with district outcomes.

Identify and implement best practices to scale customer success operations across our Mid-market and Enterprise teams.

Continuously improve workflows, training materials, and customer resources to drive efficiency and effectiveness.

Represent the CS team at the company level at client meetings and industry events.

Monitor client satisfaction levels and take proactive steps to address any concerns or issues, serving as the point of escalation for serious issues.

Work cross-functionally and represent the voice of our users internally with our product and marketing teams to relay and address trends in the market that are impacting implementation. Partner to ensure a high-quality and seamless client experience.

Partner with our support team leader to ensure we are proactively addressing key customer issues that could be impeding implementation.

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.

Customer Success ManagementEd-tech industry knowledgeData-driven decision makingK-12 district contactsPerformance tracking toolsProcess improvementAdvanced degreeChange management