Sr. Customer Success Manager

Schoox is a company focused on empowering customers to achieve their goals through effective use of their platform. The Sr. Customer Success Manager will engage with customers, develop relationships, and ensure they derive maximum value from their investment in Schoox's offerings.

Responsibilities:

• Build, maintain, and grow effective working relationships with key points of contact within your assigned customer accounts
• Build, maintain, and grow effective working relationships with key points of contact within various departments of Schoox
• Build and maintain Schoox product expertise
• Establish clear Success Plans for clients
• Conduct formal business reviews with customers
• Deliver and communicate ROI for customers throughout the customer lifecycle
• Gather, prioritize, and distill customer feedback into established communication channels within Schoox
• Advocate for customer-specific needs through internal channels such as support, marketing, product, and leadership
• Analyze customer metrics and feedback, including product utilization, customer satisfaction and NPS surveys, and other KPIs
• Promote the value of the product throughout the customer experience
• Review customer complaints and concerns and seek to improve all aspects of the customer experience
• Maintain high levels of customer engagement and satisfaction in terms of the customers' adoption trends, sentiment, and mining opportunities for deeper engagement and expansion
• Renew customer contracts in accordance with established processes and goals
• Attend customer meetings and events in person, as needed

Requirements:

• 3 to 5 years in a customer success role
• Flexible thinker strong in strategy, critical thinking, creativity, and inductive reasoning
• Proven experience successfully working with large, global organizations
• Strong negotiation skills
• Proven ability to retain and grow ARR
• Knowledge of: SaaS business model and operations, eLearning, technical support, and fundamental data analysis
• Exceptional communication skills - respectful, highly organized, collaborative, coachable, detail-oriented, and self-aware
• Life-long learner with an obvious growth-mindset
• Refined presentation skills and presence
• Experience building and nurturing relationships at various levels within an organization
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality with a bias for speed and action
• Strong analytical skills with the ability to translate data into insights
• Technical skills to thoroughly understand the products you support
• Consistently exhibits a high level of Integrity and professionalism
• Bachelor's degree (or equivalent work experience)