Customer Success Manager (SMB) - Remote

Overview

At Go1, we’re on a mission to enable companies to achieve the impossible by maximizing the potential of their people. From a small startup to the world’s largest aggregator of learning content, we’ve grown by solving hard problems, embracing ambiguity, and never standing still. If you thrive on change, get energy from big, complex challenges, and are excited to grow fast alongside smart, ambitious people, then Go1 might be exactly what you’re looking for. We offer autonomy with accountability, space to experiment, and the opportunity to shape solutions that impact millions of learners worldwide. We don’t have all the answers — and that’s the point. We figure it out together. Every line of code, every conversation, every bold idea helps move us closer to our mission: to enable individuals, organizations, and society to progress. There’s still so much to build — and even more to discover. Go there with us...

• Supporting a rapidly growing customer base while balancing an ‘at-scale’ mentality with a customer-centric approach is crucial for success in this role.
• Work closely with our Customer Strategy team to research and develop customer engagement strategies through email, live training and proactive scaled at-risk outreach.

• Develop an in-depth understanding of Go1 products, service and internal structures to find solutions and provide advice and support that results in their success at Go1.
• Respond promptly to customer inquiries, leveraging our resources and tools to empower them to maximise their use of Go1.
• Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets.
• Proactively contribute to development and iteration of the scaled CS model, knowledge base, tools and resources, and repeatable group engagement programs.
• Maintain accurate and complete customer records, activities, interactions, and risks using the internal tools & systems provided.
• Utilise Gainsight’s action insights and data into proactive outreach to mitigate churn risk and facilitate customer growth.
• Identify customer champions to join a growing community of advocates that positively reflect and promote the Go1 brand.
• Mentor, coach and support other CSMs in pursuit of overall success of Go1.
• Shared GRR and Customer Satisfaction targets, working as a team to renew and retain the portfolio of customers.

• Drive Results: Utilise data, our technology stack and customer insights to achieve company objectives in product adoption and engagement.
• Shape Education: Directly influence how customers engage with our learning catalogue, revolutionising the way employees and individuals up-skill, unlock their positive potential and build a love of learning.
• Be the voice of customers: Assist customers by providing best-in class support, taking ownership and escalating as appropriate, and enabling them to contribute to the perfection of our products.
• Grow personally and professionally: Learn and share best practices at global scale, invest in your growth and well-being with our offered resources, and discover ways of collaborating with colleagues from various culture and regions all over the world.

• Approximately two years of demonstrated history of surpassing company KPIs, including customer retention, health scores, product adoptions, and customer satisfaction.
• Relationship Building: Excel at establishing meaningful connections with customers at different leadership levels, leading impactful conversations that drive action and deliver results.
• Data & Analytics: You love diving into customer data, uncovering trends and insights that lead to further engagement with the Go1 product.
• Collaborative Mindset: Reliable and considerate teammate who values diverse perspectives while confidently advocating for your own convictions.
• Client Success Mindset & Planning: Leverage your experience in client success planning, utilising discovery questions, active listening, and synthesis of client goals to uncover hidden needs and address core challenges effectively.