Customer Success Manager, Gold Tier

Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers —  helping them improve their quality of life. 
Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable.  At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today. 
Summary: To complement our rapid growth, we are seeking to add a Customer Success Manager (CSM), Gold Tier to our Customer Experience (CX) division. This role will ensure the assigned customer base derives value from our products, primarily leveraging digital communication channels and self-service resources to facilitate customer success. This CSM plays a critical role in minimizing churn and maximizing customer retention in a scalable and efficient manner. This role will report to the RVP of Customer Success for the Gold Tier team.

Responsibilities:

• Drive product adoption, utilization, and expansion opportunities using customer data and analytics to monitor utilization and customer health, identify patterns hindering adoption, and engage at-risk accounts with strategies to prevent churn and ensure customer satisfaction.
• Deliver on 90%+ annual subscription renewals by maximizing clients' success with our products and engaging customers well in advance of renewal dates to secure on time renewals.
• Manage a steady volume of email and phone conversations with a large customer portfolio across different lifecycle stages.
• Develop and maintain self-service resources to empower customers to independently find solutions. 
• Create scalable nurture campaigns that decrease time to value, increase product adoption and inform customers. 
• Ensure a seamless onboarding process for customers by providing resources, guides, tutorials, support and training webinars, making customer visits where appropriate.
• Become knowledgeable of Transfr’s solutions and service offerings, including implementation methodologies and advanced service offerings to provide accurate and relevant information to customers.
• Create QBR and annual reports that demonstrate the value creation unique for each customer.
• Secure customer feedback and share internally to influence product roadmap.
• Leverage a mix of automated and manual processes to maintain information flow externally and internally document all aspects of customer accounts.  
• Improve on business metrics to measure Transfr’s impact, NPS, training likeability, and other metrics to provide Transfr with insight into the health of its customer relationships and areas to improve.

Qualifications:

• At least 4 years of experience in customer success or account management.
• Exceptional prioritization and organizational capabilities to manage all aspects of a $2M+/- book of business.
• Ability to work independently and manage multiple customer relationships simultaneously.
• Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers.
• Superior verbal and written communication abilities.
• Adept in identifying customer risks and proactively engaging customers to equip them with solutions.
• Strong presentation, negotiation, problem-solving and analytical skills. 
• Continuous learning mindset and detail-oriented approach to the Transfr mission to create jobs.
• Proven track record of consistently exceeding objectives - self-motivated, and driven by results.
• Experience with SaaS renewals, preferably in EdTech.

What We Offer:
The base salary range for this position is expected to be between $90,000 and $100,000, with the actual base salary amount dependent on a number of factors, including but not limited to a candidate’s credentials, relevant experience, and primary job location. In addition to salary this role may be eligible for variable compensation and additional company benefits such as stock options, 401(k), paid vacation and sick time, and medical/dental/vision insurance.
In Closing:
If you're looking to make a big difference in the lives of others, we invite you to join us on our mission to make learning more intuitive and help individuals develop the skills they need for career success.  Be a part of creating pathways to prosperi