Customer Success Manager

Job Description

The Customer Success Manager is a pivotal role within CharacterStrong, dedicated to ensuring that our customers receive unparalleled support and guidance throughout their journey with us. Our Customer Success Managers are instrumental in driving customer satisfaction, product adoption, retention, and expansion of services, ultimately contributing to the long-term success of both our customers and CharacterStrong.

CharacterStrong’s Background & Mission

CharacterStrong is a fast-paced education company that makes PreK-12 digital, social & emotional learning curricula and offers professional learning opportunities to support schools with implementation. There’s currently a team of more than 100 full-time employees and over 30 contractors and interns collaborating to bring this work to life. Our mission is to create a more loving world by equipping educators with tools to teach the critical social, emotional, and character skills necessary to foster a more empathetic, connected, and generous world. In less than 10 years, our aim is to have reached 50 million students and over 2 million educators. CharacterStrong continues to be ranked by INC. 5000 (2021, 2022, and 2024) as one of the fastest-growing private companies in the country.

At CharacterStrong, you will have the opportunity to positively impact education, both in the United States and internationally. CharacterStrong employees offer their innovation, dedication to excellence, and compassion to help produce transformational curricula and professional learning for educators.

CharacterStrong’s Company Values & Norms

• We Produce Excellence - Producing timely, quality results and consistently asking the question, “How can we make this 1% better?”
• We Take Full Ownership - Taking initiative to drive work forward, demonstrating responsibility when things do not go according to plan, and being proactive in closing identified gaps.
• We Practice Kindness - Exercising inclusion, care, and empathy with others, balancing honesty with compassion, and cultivating the well-being of self and others.
• We Problem-Solve - Identifying issues, analyzing for understanding, and taking action to implement the best possible solution.
  
  

Customer Success Manager Responsibilities

• Build Healthy Customer Relationships: Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements.
• Drive Adoption and Satisfaction: Proactively engage with customers to drive adoption of our products and services, ensuring our customers experience the full value of our offerings.
• Manage a Book of Business and Renewals: Proactively manage a portfolio of customer accounts, ensuring timely renewals, accurate forecasting, and improved retention rates.
• Serve as a Customer Advocate and Advisor: Act as the voice of the customer within CharacterStrong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI.
• Monitor Progress and Adoption: Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes.
• Identify Upsells: Collaborate with our Sales team to identify opportunities for upselling or expanding services to existing customers, based on their evolving needs and goals.
• Prepare and Facilitate Customer Meetings: Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions).
• Maintain in-depth knowledge of our products: Help effectively assist customers and inspire product loyalty.
  
  

Required Qualifications

• Minimum of 2 years experience in a customer-facing role, such as Customer Success, Account Management, Sales, or Professional Services
• Ability to think on your feet and quickly grasp new concepts
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers
• Self-starter who is comfortable working independently
• Extremely organized and consistent with strong attention to detail.
• Produces timely, quality results and consistently asks the question, “How can I make this 1% better?”
• EdTech (K-12) preferred
• Efficient with CRM’s, Google Suite applications and other business apps such as: Slack, Zoom, Notion, Quickbooks, and Hubspot preferred
• Ability to travel up to 15%
  
  

Other Duties

• Performs other duties as assigned.
  
  

Salary & Benefits

• Starting salary range $75,000 - $85,000 commensurate with experience
• Employees are eligible to earn up to $25,000 annually by achieving retention-based performance metrics.
• Annual bonus based on company performance
• Ability to work remotely or out of the office in WA state
• New laptop computer and other needed equipment
• Annual individual budget for professional development of $1,000
• Eligible employees may participate in the company’s 401(k) plan after 12 months of employment, with a company match of up to 3.5%.
• Medical, Dental, and Vision Insurance
• Employer-provided Life Insurance and AD&D Plan at no cost to employees.
• Paid parental leave after 12 months of employment for eligible employees
• 10 Paid Vacation Days, 8 Paid Sick Days, 14 Paid Company Holidays
  
  

Visit CharacterStrong.com to learn more about us.