Customer Success Manager - Remote

Overview

We’re looking for a Customer Success Manager whose top priority is to help customers centralize and simplify their academic operations with Coursedog. Our products are widely adopted across an institution so you’ll need to navigate complex customer relationships to drive adoption.

In Short

• Become a trusted advisor with our customer super users to translate business processes into ROI.
• Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell.
• Own customer health; create, own & drive a customer’s overall success plan.
• Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities.
• Partner closely with the larger organization to ensure customer issues are resolved or addressed.
• Maintain accurate customer records, activity logs, and other relevant documentation.
• Transform customers into brand advocates through successful relationship building.
• Get involved with our support processes; help users navigate the platform.
• Provide customer training for current and future product features.
• Translate customer needs and feedback to make informed feature recommendations.

Requirements

• Bachelors Degree with 2-3+ years of Customer Success experience.
• Proactive communication skills, both sync and async.
• Ability to follow through and take full ownership of customers and their outcomes.
• Experience managing and building relationships across multiple stakeholders.
• Experience in Change Management.
• Experience uncovering uses-cases, identifying business needs and mapping to a software solution.
• Critical thinking and problem solving skills.
• Ability to juggle multiple priorities.
• Extremely organized.
• Intrinsically motivated.
• Experience with Catalyst customer growth platform a plus.
• Knowledge of academic operations or Higher Education a real plus.

Benefits

• Healthcare, Dental, & Vision: We use a fixed contribution model for benefits.
• Retirement Planning: We offer a 401k plan on day one of your employment.
• Paid Time Off: Our Paid Time Off policy has no annual limit.
• Remote First Since Inception: We value flexible working hours over set hours.
• Equity: All employees will have the ability to vest in the company’s stock plan.
• Paid Parental Leave: We offer up to twelve (12) weeks of paid parental leave for the primary caregiver.