Sr. Manager, Customer Success

At Meazure Learning, we aim to empower open-minded, inquisitive, and driven people, and we love how each new addition to the team adds to our culture. Here, you can positively impact the careers of millions of test-takers and reshape the education technology landscape by working toward one vision:  

“To provide life-long learners across the globe the freedom to pursue their academic dreams and career aspirations safely, securely, and conveniently.”  

Our Vision starts with our values—Hungry, Humble, and Smart. We are looking for team members who model and drive results. Team members who think of the organization and team first without ego or agenda. Leaders who instinctively collaborate and operate with emotional intelligence. This is the foundation of success for all employees at Meazure Learning.  

The Role: 

The Sr. Manager, Customer Success has primary responsibility for long-term success and retention of current partnerships by utilizing scaled customer success tactics to provide customer service to Meazure Learning’s clients. To accomplish this, the Sr. Manager Customer Success will develop strategies for engaging relationships to optimize customer experience and help them achieve successful outcomes with Meazure Learning via automated tools and tracking. 

The Responsibilities: 

• Design, develop, and implement scaled customer success model to maintain and increase customer retention and satisfaction within low-mid tier clients.
• Build and train the Account Services Team, serve as the primary escalation point for low- to mid-tier client support services, and oversee the management of Customer Success Associates
• Work on strategic initiatives that support the One Meazure strategy to standardize and streamline operations across the entire Customer Success organization.
• Work collaboratively with Customer Education, CS Ops, MLSupportand other departments to track client health and identify engagement activities or campaigns to drive product utilization, satisfaction, and client retention. 
• Establish escalation path for risk mitigation within low-mid tier clients. 
• Promote brand advocacy and promote product adoption atscale.
• Drive customer success as the first point of contact for customers in named accounts. (as appointed) Serve as the primary liaison in sustaining exam volume within current partner accounts.
• Protect business with current partners to ensure they won’t be tempted to use a competitor.
• Represent Meazure Learning at conferences and meetings with accounts.
• Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis.
• Provide ongoing education and training on Meazure Learning products in conjunction with Customer Education Team.
• Partner with Director, Customer Engagement on projects and programs; providing feedback and ideas for customer engagement.
• Drive customer engagement by promoting resources, programs, surveys etc.
• Visit accounts as needed to discuss goals, develop a success plan, co-present and conduct training using Insight reports, Tableau expertise, and operational understanding of the client.
• Forecast volumes for the assigned book of business for a rolling twelve-month basis.
• Drive adoption across other segments within the account.
• Set and manage partner expectations.
• Regularly collaborate with the Partnership team to discuss and strategize and provide updates on relationships with current and future partners.
• Prioritize and respond to inbound customer inquiries.
• Connect with customers to offer insight and provide additional resources, as needed (both proactive and reac