Customer Success Manager

Role Overview

• Manage assigned portfolio customers with significant independence; Develop strategic customer relationships across territories and execute impactful strategies to drive strong business results
• Proactively and reactively ensure that customers are continuously delighted throughout their journey with Renaissance
• Partner with Sales to develop and execute account growth strategies across shared customers, leveraging deep customer insights to drive expansion opportunities within customer accounts
• Take ownership of risk identification, documentation, and escalation within their area. Apply customer and territory insights to ensure timely and accurate reporting of risks
• Identify opportunities for upselling and cross selling and work closely with the sales team to close any sales opportunities
• Lead complex customer success initiatives and serve as the escalation point for accounts, developing innovative solutions for sophisticated customer challenges
• Assist with product order queries and working with logistics team to resolve product order related issues
• Ensure that customers fully understand our product, benefits, and features
• Drive engagement and full adoption of our product and deployed hardware. Manage multiple tasks and higher levels of complexity
• Observe themes/ Gather feedback from customers and relay it to the product development team to enhance our product based on customer need
• Monitor customer accounts and re-actively address any signs of dissatisfaction or potential churn, taking measures to retain customers
• Guide new customers through the onboarding process, ensuring a smooth transition and setup on our platform with 1:many communication
• Independently drive customer strategies for personalized engagement
• Act as a mentor to internal teams as needed to set expectations around customer success management; Serve as a subject matter expert for customer success strategies and product support
• Develop strong product and industry knowledge to support customer success strategies and provide product-related assistance; Contribute to thought-leadership initiatives and support organizational presence at key customer and industry events as opportunities

Requirements

• 3-5 years experience in Customer Success required
• Strong understanding of the K12 education competitive landscape
• Strong organizational, analytical and detail-oriented thinking skills with the ability to operate in a highly efficient manner in a goal-oriented environment
• Excellent CS strategy acumen with good business development and negotiating skills
• Strong interpersonal, written, presentation and oral communication skills
• Proven track record of meeting/exceeding goals and targets and delivering outcomes to customers.
• Experience within a SaaS education company (Bonus Points)

Benefits

• World Class Health Benefits: Medical, Prescription, Dental, Vision, Telehealth
• Health Savings and Flexible Spending Accounts
• 401(k) and Roth 401(k) with company match
• Paid Vacation and Sick Time Off
• 12 Paid Holidays
• Parental Leave (20 total weeks with 14 weeks paid) & Milk Stork program
• Tuition Reimbursement
• Life & Disability Insurance
• Well-being and Employee Assistance Programs