This position is not eligible for visa sponsorship (current or future).
Job Title:
Customer Success Manager
Business Unit:
Infobase
Department:
Customer Success
Direct Reports:
No
Reports to:
Director of Customer Success
Travel:
Occasional: 30%
Location:
Remote
Job Summary
The Customer Success Manager (CSM) is responsible for retaining renewal revenue across the Infobase customer base. CSMs are responsible for handling incoming customer requests and executing targeted outreach campaigns to enhance customer engagement. The primary focus is on strengthening customer relationships, ensuring high satisfaction, and achieving or exceeding your target renewal rate.
Essential Functions
- Achieve the budgeted renewal rate target for the accounts in your territory
- Support company growth and your Business Development Executive partners by promoting cross sells to existing customers.
- Handle incoming customer requests from customers promptly and professionally.
- Build and maintain strong relationships with customers, understanding their needs and concerns.
- Execute communication calendars, timelines, renewal playbooks for each account in your territory through a scaled approach.
- Execute the renewal process identified by the Executive leadership team and assigned by the leader of the Customer Success team. Execution will include targeting customers who have not renewed, negotiating pricing to maximize renewal rates, asking for purchase orders, seeking invoices and other various work to book renewals and ensure customer is set up for optimal usage.
- Execute specific outreach campaigns targeting customers and addressing other non-renewal matters.
- Identify customers who may be “at risk” and collaborate on and deploy strategies to improve status.
- Work closely with your direct supervisor to ensure customer satisfaction and address issues promptly.
- Maintain accurate and up-to-date records of customer interactions by logging interactions in the Infobase CRM and by keeping renewal workbooks updated regularly.
- Generate reports on account status and provide regular updates to the management team.
- Lead/Participate/Engage in onboarding processes as assigned, ensuring seamless transitions for clients, and optimizing initial experiences.
- Actively lead or participate in providing product training and demonstrations to clients as needed to ensure usage KPIs are achieved and maintained.
Knowledge, Skills & Abilities
- Knowledge of the education technology industry and understanding of current trends and challenges.
- Exceptional written and verbal communication skills to effectively engage with clients and internal teams.
- Strong analytical and problem-solving skills to address client issues and optimize their use of our products.
- Strong organizational and time-management skills, allowing for the management of multiple client accounts simultaneously, ensuring deadlines and milestones are met.
- Exceptional customer relationship skills.
- Ability to handle customer inquiries, complaints, and requests professionally.
- Team-oriented with the ability to collaborate across departments.
- Flexibility to adapt to changing customer needs and industry trends.
- Accurate record-keeping and documentation skills.
- Proficiency in using relevant software and tools for documentation.
Core Competencies
Initiative:
- Proactive attitude and a self-starter mentality.
- Willingness to take the initiative to improve processes and customer satisfaction.
Customer-Centric Focus:
- Passion for understanding and meeting customer needs.
- Commitment to delivering exceptional customer experiences.
Tech-Savviness:
- Comfort with using technology and software relevant to the role.
- Ability to quickly learn and adapt to new tools.
Key Accountabilities/Metrics
- Overall budgeted renewal rate of territory assigned to the CSM.
- Customer Response Metrics: Monitor and enhance standard customer success metrics, including reducing the average time to respond to inquiries via calls or emails and other forms of communication.
- Customer Satisfaction Score (CSAT): Administer post-engagement surveys to assess customer satisfaction, calculating CSAT scores based on feedback.
- Success Rate of Outreach Campaigns: Evaluate and optimize targeted outreach campaigns, measuring the conversion rate of low-usage customers and non-renewal matters.
- Participate in achieving Cross-Sell company goal for existing customers.
Minimum Qualifications
- Bachelor's degree in Business, Education, or a related field.
- Minimum of 2 Years experience in a similar role.
