Customer Success Manager

ABOUT TERRA DOTTA:
Terra Dotta is a global software company that provides more than 700 organizations with software that allows them to manage international education programs. Terra Dotta offers an exciting workplace dealing with organizations worldwide and working with staff who have worked, lived, and studied around the globe. We foster internationalization for incoming and outgoing teams, faculty, and students, increase travelers’ safety and reduce organization liability. 

OUR VISION:

Transforming the future through global connections today.

OUR MISSION:

Develop innovative solutions that delight and empower international educators by expanding their global impact, fostering life-changing cultural exchanges, and preparing students to flourish in a global community.

The Role: 

As a Customer Success Manager, you love working with people, cultivating long lasting relationships and new, existing customers and internal stakeholders.  You have a distinct understanding and appreciation that the role is a key component to the long term success and health of the business.  Our customer’s ability to successfully use our products drives our success and you embrace the opportunity in being a catalyst in them meeting their goals. 

Trusted relationships are developed as you make every customer interaction count.  Your passion for the role shines through your empathy which leads you to proactively solve problems, continuously add value and maintain a level of being highly responsive.  

At Terra Dota, we realize that customer success is a company wide and team effort.  You will be the tip of the spear in partnering with Product, Sales, Implementation and Enablement.  You will strategically leverage your business acumen, partnerships and relationships through your playbook to drive positive customer health throughout the client base. 

Key Responsibilities: 

• Renewals & Expansion: Own the renewal process and minimize churn. Identify upsell and cross-sell opportunities to expand customer accounts by partnering with Sales. Align solutions to customer needs and goals. 

• Customer Advocacy & Relationship Building: Serve as the main point of contact for customers, proactively nurturing strong, trusting relationships with key stakeholders to ensure their success and satisfaction. 

• Implementation & Adoption: Collaborate with the implementation team to ensure a smooth transition and successful product implementation. Help clients realize the full value of Terra Dotta’s platform post launch. 

• Customer Health Management: Monitor and assess customer health metrics, identifying potential risks early and addressing them to minimize churn and maximize retention. 

• Strategic Account Management: Develop tailored success plans for each customer, ensuring their goals are aligned with the product’s capabilities. Facilitate quarterly business reviews and regular check-ins to track progress. 

• Product & Market Insights: Gather and analyze customer feedback to drive product improvements. Serve as the voice of the customer in internal discussions about product development and feature enhancements. 

• Collaboration Across Teams: Work closely with Sales, Product, Implementation, Enablement, and Support teams to ensure customers are well-supported and their needs are prioritized across the organization. 

• Client Education & Training: Lead training sessions, webinars, and workshops to help customers fully utilize product features and best practices. Educate customers on new product releases and how they can benefit. 

• Escalation Management: Take the lead in managing customer escalations with urgency and professionalism. Ensure timely resolution and maintain customer satisfaction. 

• Continuous Improvement: Keep customers informed about their achievements, celebrate wins, and identify opportunities for continuous improvement. Encourage ongoing adoption of new features and functionalities. 

What We’re Looking For: 

• Proven Track Record: 3+ years of experience in a customer-facing role w