Job Description

The Customer Success Manager Level 2 plays a vital role in proactively ensuring customer
satisfaction, driving customer retention, and expanding long-term customer relationships within
a portfolio of key accounts. Reporting directly to the VP of Customer Success, this experienced
CSM leverages a deeper understanding of the customer's business objectives and our solutions
to provide strategic guidance and drive significant customer value. The CSM Level 2 is responsible
for independently managing complex customer relationships, identifying growth opportunities,
advocating for customer needs internally, and contributing to the development of best practices
within the Customer Success organization.

Core Responsibilities:

• Strategic Account Management: Own and manage the end-to-end customer lifecycle for a portfolio of
  strategic and complex accounts, ensuring high levels of customer satisfaction and engagement. Serve as
  the primary point of contact, building strong relationships and addressing their needs.
• Customer Success Planning & Execution: Develop and execute strategic customer success plans
  aligned with customer business goals and our offerings, demonstrating a strong understanding of the
  customers industry and challenges.
• Proactive Customer Health Management: Monitor customer health metrics, identify potential risks,
  and proactively address issues to maintain customer satisfaction and prevent churn. Develop and
  implement mitigation strategies.
• Trusted Advisor & Thought Leadership: Serve as a trusted advisor and thought leader to customers,
  providing expert guidance and best practices to maximize their success with our solutions. 
• Driving Adoption & Value Realization: Oversee the onboarding process for new customers, ensuring
  a smooth transition and maximizing product and services adoption. Continuously work with customers
  to ensure they are realizing the full value of our offerings.
• Identifying Growth Opportunities: Proactively identify opportunities for upsells and cross-sells within
  existing accounts, collaborating closely with Sales and Account Management teams to increase revenue
  and customer value.
• Conducting Data-Driven Insights & Reporting: Conduct regular business reviews with key
  stakeholders, showcasing the value delivered and aligning on future strategic initiatives. Provide
  meaningful data points that focus on account highlights and areas of improvement, including insights
  from internal systems, CSAT scores, anecdotal accounts, and escalated tickets. Prepare regular reports
  on customer satisfaction, health, and performance to inform strategic decision-making.
• Advocating for Customer Needs & Providing Feedback: Advocate for customer needs and provide
  valuable feedback to Product, Engineering, and other internal teams to drive product improvements and
  innovation. Gather customer feedback, analyze trends, and provide insights to inform product
  development and improvement.
• Ensuring Successful Renewals: Work closely with the sales team to ensure successful renewal of
  customer contracts.
• Contributing to Team Excellence: Contribute to the development of Customer Success playbooks,
  processes, and best practices. Potentially delegate to and train new CSMs or CS Reps, ensuring they are
  successfully serving customer accounts. Conduct yourself with professionalism and set a tone of
  excellence across the organization.
• Continuous Learning & Growth: Maintain a deep understanding of the company's products, systems,
  and services. Utilize relevant tools such as Salesforce, PowerBI, Excel, Repair Engine, Asana, Trainual,
  and other tools as needed.

Qualifications and Requirements:

• K12 experience is mandatory
• Strong problem-solving skills and attention to detail
• Communicate effectively and build trust with customers and colleagues
• Manage projects efficiently, meet deadlines, and ensure successful outcomes
• Pay close attention to detail and ensure accuracy in all tasks
• Identify and solve problems effectively, using data-driven approaches
• Foster a positive team environment and support the professional development of
  team members
• Proactively identify potential issues and take steps to prevent them
• Track and measure key performance (KPIs) to ensure department goals are met or
  exceeded
• Demonstrate perseverance and resilience when facing challenges
• Evaluate and improve processes to enhance efficiency and effectiveness
• Prepare to be customer-facing each day whether on-site on online with the
  expectation that the camera is on, and backgrounds are distraction-free
• Technology proficiency and a growth mentality are mandatory in the edtech space
• Travel up to 20% during peak seasons
• Hybrid and flexible work arrangements
• This job description is not exhaustive and may include additional responsibilities as
  needed.

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