Help the team prepare long-term and short-term goals and client objectives
Develop engagement strategy to build trust and long-term relationships with clients
Function as the customer advocate and provide internal feedback on how we can better serve our schools
Track accounts to identify churn risk and work actively to eliminate that risk with CSM’s
Analyze data to identify potential clients’ needs, interests, or concerns
Review account activity reports to identify opportunities to increase subscribers and retain existing clients
Present reports on account progress, quotas, and goals to senior leadership and stakeholders
Build, develop, and inspire a team of high-performing Customer Success Managers by creating scalable, data driven processes that drive team and company goals

3+ years’ experience in a customer success, account management or similar role
2+ years’ experience managing or mentoring staff
Excellent analytical and time-management skills
Domain knowledge in the K-12 and/or ticketing industries preferred
Ideally combined background of post-sale support and sales experience
You have a track record of delivering value to a client
Strong empathy for customers AND passion for revenue and growth
Deep understanding of value drivers in recurring revenue business models
Enthusiastic and creative leader with the ability to inspire others
Excellent communication and presentation skills
Proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
Experience with analytical tools and Customer Success related applications (Salesforce, ChurnZero, Pendo, etc.)

Manager, Customer Success

Key skills