Senior Customer Success Manager

The Opportunity:

The Senior Customer Success Manager is a leadership role that encompasses all the responsibilities of a Customer Success Manager while taking on additional strategic and managerial duties. As a senior member of the team, this individual is responsible for overseeing a portfolio of key client accounts and leading a team of Customer Success Associates. The role focuses on maintaining strong client and customer relationships, ensuring operational efficiency, driving revenue growth, and providing leadership to achieve the company's business objectives.

About the company:

We create and provide educational experiences through traditional in-person learning, innovative virtual reality schools, and our exclusive VR-based student field trips and programs. All implement our rigorous, time-tested liberal arts and sciences curriculum, giving families the high-quality options and choices that best suit their lifestyle and student's needs. We also serve the education community at large, with branches specializing in education management services, curriculum development, teacher certification, and professional learning. Our goal is to develop innovative and effective tools and resources to better serve and advance the field of education and to make classical education available to every family.

Essential Duties:

1. Client and Customer Relationship Management:

• Act as the primary point of contact for client stakeholders, building and nurturing solid and long-term relationships.


• Collaborate with clients to understand their business goals, challenges, and opportunities and align the company's solutions accordingly.


• Regularly engage with clients to provide onboarding and strategic insights, address concerns, and identify opportunities for account expansion.


• Regularly communicate with customers to provide updates, address concerns, and gather feedback to improve services.


• Attends select conferences and/or helps support on-site teams with demos.


• Contributes to select grant and RFP writing projects.

2. Team Leadership and Management:

• Lead and mentor a team of Customer Success Associates, providing guidance, support, and feedback to drive their professional growth.


• Set performance goals and expectations for the team, conducting regular performance evaluations and coaching sessions.


• Foster a collaborative and results-driven team culture, encouraging innovation and excellence in customer service.

3. Strategic Account Planning:

• Develop and execute strategic account plans for key clients, outlining growth strategies, upselling opportunities, and risk mitigation strategies.


• Collaborate with Sales and Business Development teams to identify potential new business opportunities and drive organic growth within existing accounts.

4. Operational Excellence:

• Oversee the coordination and execution of operational tasks related to client accounts, ensuring adherence to service level agreements and KPIs.


• Continuously analyze operational processes and identify opportunities for improvement to enhance efficiency and productivity.


• Implement best practices and standard operating procedures to optimize account management processes.

5. Financial Management:

• Monitor account profitability and revenue performance, ensuring financial targets are met or exceeded.


• Work closely with Finance and Accounting teams to manage account budgets, invoicing, and payment processes.

6. Issue Resolution and Escalation Management:

• Handle complex client issues and escalations, working closely with internal teams to find prompt and effective resolutions.


• Advocate for clients' and customers' needs within the organization and ensure high levels of customer satisfaction.

7. Reporting and Strategic Insights:

• Generate and present comprehensive reports on account performance and key metrics to senior management and clients.


• Provide strategic insights based on data analysis to inform decision-making and guide future account management strategies.

Job Requirements:

• Significant experience in account management, customer success, or related roles, with a proven track record of successfully managing client relationships and driving business growth.


• Previous experience in a leadership or managerial capacity, with a focus on team development and performance management.


• Strong business acumen and strategic thinking abilities.


• Exceptional communication, negotiation, and presentation skills.


• Ability to read, write, speak, and understand English fluently.


• Analytical mindset with proficiency in data analysis and strategic planning.


• Demonstrated ability to manage multiple priorities and stakeholders in a dynamic environment.


• Familiarity with CRM software and account management tools is advantageous.


• Industry-specific knowledge and relevant certifications are beneficial.


• Outstanding communication and interpersonal skills.


• Must have a valid driver's license.


• Reliable transportation is required; travel required.


• Competent in business acumen, strategic thinking, problem solving/analysis, financial management, personnel management, time management, and customer/client focus.


• Employment contingent upon a clear fingerprint and criminal history record.

Education Requirements:

• A bachelor's degree in business administration, hospitality, or a related field is preferred but not required.

Working Conditions:

• Remote worker


• In-office meetings when necessary

Supervisory Responsibility:

• The Senior Customer Success Manager plays a vital role in fostering strong client partnerships, driving operational excellence, and providing leadership to a team of Customer Success Associates. This position is integral to the company's success in meeting client and customer needs, maximizing revenue, and achieving long-term business objectives.

Position Type/Expected Hours of Work:

• This is a full-time position; however, this position can regularly require long hours and occasional weekend work.

Travel:

• Travel is required, and overnight stay is expected.

Benefits:

• Competitive salary and benefits package.


• Opportunity to work at a Yass Prize Semifinalist organization at the forefront of educational technology.


• Dynamic and collaborative work environment.


• Opportunity to make a real impact on the future of education.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

The organization is an equal opportunity employer. The organization is committed to providing equal opportunity for all individuals in all areas of recruitment, selection, placement, training, assignment, transfer, compensation, benefits, discipline, retention, and promotion. The board commits itself to the policy that there shall be no unlawful discrimination against any person because of race, color, religion, age, sex, national origin or disability. All decisions with regard to employment shall be in compliance with applicable state and federal laws.