Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Remote

Description

We’re looking for a Customer Success Manager whose top priority is to help customers centralize and simplify their academic operations with Coursedog. Our products are widely adopted across an institution so you’ll need to navigate complex customer relationships to drive adoption.
At Coursedog we prioritize ownership, and empower all team members to contribute and implement ideas to continually improve the company. As our fifth Customer Success Manager, you’ll be on the ground-floor helping us build processes for adoption and retention.

Key Responsibilities

• Become a trusted advisor with our customer super users to translate business processes into ROI.
• Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell.
• Own customer health; create, own & drive a customer’s overall success plan.
• Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities.
• Partner closely with the larger organization (namely project managers, product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured.
• Maintain accurate customer records, activity logs, and other relevant documentation such as success plans, goals, milestones, and usage metrics in the customer relationship management (CRM) system.
• Transform customers into brand advocates through successful relationship building, achieving customer goals, and providing world-class service.
• Get involved with our support processes; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise.
• Provide customer training for current and future product features in both one-to-one as well as one-to-many customer audiences.
• Translate customer needs and feedback to make informed feature recommendations with attention to detail.
• Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions.

Skills, Knowledge, and Expertise

• Bachelors Degree with 2-3+ years of customer success experience
• Proactive communication skills, both sync and async
• Intrinsically motivated: you set the highest possible bar for what you build, write, ship
• Experience managing and building relationships across multiple stakeholders
• Experience in Change Management. You know how to motivate, unblock and overcome barriers to large, transformational change
• Ability to follow through and take full ownership of customers and their outcomes
• Experience uncovering uses-cases, identifying business needs and mapping to a software solution
• Ability to juggle multiple priorities, prioritize and create the right accountability for success.
• Extremely organized. You’re able to take on a project with keyboard-level execution.
• Knowledge of academic operations or Higher Education a real plus

Working at Coursedog

Benefits

• Healthcare: We pay 99% of your medical, dental, and vision coverage and 75% of the premium for your spouse and/or dependents
• Retirement: We offer a 401k plan on day one of your employment.
• Paid Time Off: We value work-life balance and provide a high amount of autonomy. In service to this, our Paid Time Off policy has no annual limit.
• Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access.
• Equity: You’ll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation.
• Parental Leave: To help support new parents in the workplace, we offer 6 weeks of paid parental leave.

Diversity, Equity, and Inclusion

Coursedog is an equal opportunity employer committed to hiring a diverse workforce at all levels of the organization and creating an inclusive environment for all.
We value and encourage the contributions of our employees and strive to create an environment where everyone can reach their full potential and drive outstanding results.  We draw strength from our range of interests, backgrounds, and perspectives

We strongly encourage applicants from all backgrounds to apply.

All qualified applicants will receive consideration for em