Customer Success Manager - Coursedog｜Meet.jobs

We are looking for an innovative, self-starting, and critical thinking person to join our Customer Success Management (CSM) team. This individual will be fully immersed in the account management and goal achievement of our customers, adding value to our clients and the team on a daily basis. Our ideal candidate thrives in a fast paced environment, cares deeply about the customer experience, and seeks to make an impact in higher education. They also have a product mind and want to contribute to improving the product at a mission-driven company.

At Coursedog we prioritize ownership, and empower all team members to contribute and implement ideas to continually improve the company.
We are looking for someone we can count on to:

Own:

• Act as the primary point of contact, account manager and relationship builder for a portfolio of clients and be willing to travel for meetings, trainings (up to 30% of the time post current COVID limitations)
• Own the customer health tracking and improvement and adoption for the Cousredog suite of products, maximizing long term value for our customers.
• Get involved with our support processes; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise
• Ongoing training related to the product roadmap and evolution to support adoption and success
• Make informed feature recommendations based on customer feedback, needs and use cases
• Own the management and execution around renewals and upsells related to their portfolio
• Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions
• Own strategic account plans to drive product adoption and measurable action
• Continue to provide our customers with strategic guidance post-deployment, setting them up for success and referenceability

Collaborate:

• Work with cross-functionally with the larger organization (namely project and product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured

Learn:

• Develop deep product knowledge and speak eloquently about the product
• Demonstrate competence in our existing implementation cycle
• Empathize with the problems facing our customers

Improve:
Customer Satisfaction → Retention → Revenue → Growth

Qualifications:

• Bachelor’s Degree and at least 2-5 years’ experience in client services/account management
• Ability to manage complex senior-level customer relationships through excellent communication and emotional intelligence
• Proven ability to manage and grow a portfolio of clients from strategy to adoption with measurable results
• Experience with managing the end-to-end renewal process for an account
• Experience delivering technology-driven solutions within the business intelligence function, analytics software or higher education industry
• Experience building strong cross-functional relationships
• Strong consulting skills with a demonstrated consultative approach to the work
• Unwavering integrity, attention to detail, and desire to exceed client expectations
• Outstanding oral and written communication skills, with the ability to present to stakeholders
• Superb time management skills with the ability to prioritize multiple competing priorities
• Bonus points for working with business intelligence, analytics software, and/or in Higher Education