Customer Success Manager - Remote

Overview

The Customer Success Manager role is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention. The Customer Success Manager will work closely with their sales counterpart, Technical Support, and the Professional Service team to ensure that their clients are supported and informed.

In Short

• Drive customer success as the first point of contact for customers in named accounts
• Monitor overall client utilization and success
• Provide ongoing service and support while managing customer expectations
• Track and improve on churn rate and satisfaction scores
• Develop and conduct regular communication and risk assessments
• Build relationships with key influencers within assigned partners
• Educate clients on available solutions and upgrades
• Maintain in-depth knowledge of products and stay updated with releases
• Protect business with current partners
• Other relevant projects as needed

Requirements

• 3-5 years experience in a customer success role
• Outstanding relationship and rapport building abilities
• Excellent verbal and written communication skills
• High degree of professionalism and dependability
• Self-starter with strong organizational skills
• Willingness to work flexible hours
• Proficient in Microsoft Office; Salesforce and Gainsight experience is a plus
• Skilled at troubleshooting with a logical approach
• Willing to travel at least 25% to visit accounts
• Located in Florida

Benefits

• Join the gold standard in school safety software
• Work in a company where innovation and collaboration drive product development
• Collaborate with diverse teams of industry experts
• Access to strong mentorship and career advancement opportunities
• Robust benefits package including remote-first philosophy
• Flexible paid time off
• Paid parental leave
• 11 Paid holidays per year
• Workplace flexibility
• Affordable health coverage paid 100% for employee only medical
• 401(k) employer contribution
• Company paid life insurance, STD, and LTD
• Pet insurance