Customer Success Manager - Foundation

GoGuardian is a company dedicated to enhancing learning environments for K-12 education. The Customer Success Manager will be responsible for retaining and growing customer accounts, ensuring clients achieve maximum value from GoGuardian's solutions through effective support and management.

Responsibilities:

• Drive Renewals and Account Retention: Ensure a high rate of renewals by managing and nurturing customer relationships, proactively identifying and addressing any challenges, and securing contract renewals before expiration
• Identify and Execute Expansion Opportunities: Recognize opportunities for account growth by upselling and cross-selling GoGuardian’s products to meet evolving customer needs, contributing to both customer success and revenue targets
• Guide Customers Through Onboarding and Product Adoption: Lead new customers through implementation and onboarding, ensuring a smooth transition to GoGuardian’s platform and supporting product adoption through monitoring, guidance, and ongoing best practices
• Monitor and Improve Customer Health: Track customer usage and engagement, leveraging product usage and analytics tools to forecast risks of churn and opportunities for growth. Take proactive steps to maintain and improve customer health, providing personalized support as needed
• Act as a Strategic Customer Advocate: Build trusted advisor relationships by understanding customer goals and acting as their advocate within GoGuardian. Partner with cross-functional teams to deliver on customer needs, providing feedback to Product and other departments to continuously improve the customer experience
• Maintain a High-Accuracy Sales Pipeline: Manage your pipeline within Salesforce, maintaining high accuracy in opportunity forecasting and reporting. You will be responsible for meeting or exceeding a renewal, expansion, and cross-sell quota on a quarterly, and annual basis
• Deliver Exceptional Customer Experience: Aim to provide a delightful experience in every interaction by being responsive, knowledgeable, and proactive, continuously working to enhance customer satisfaction and loyalty
• Support Strategic Initiatives and Internal Collaboration: Work closely with New Business Managers to develop and execute Strategic Growth Plans for your designated region. Facilitate seamless transitions from Sales to Customer Success, ensuring alignment on customer needs and objectives

Requirements:

• 1-2 years of experience in account management, customer success, sales, or other relevant experience within the B2B SaaS industry, preferably with a background in edtech or education-focused software solutions
• Empathetic listener with a strong focus on understanding and meeting customer needs
• Excellent time-management and organizational skills, capable of balancing multiple accounts and priorities efficiently
• Experience using CRM tools (Salesforce preferred), along with communication and collaboration platforms such as Slack, Zoom, and G Suite
• Clear and effective communicator with strong verbal and written skills, able to engage confidently with current and prospective customers
• Collaborative team player who adapts easily to changing environments and priorities
• Self-motivated, persuasive, and eager to learn and grow in a dynamic, fast-paced environment