Customer Success Manager

Transfr is on a mission to create alternative pathways to career success. Our hands-on simulation-based training provides people with the skills they need to enter or reenter the workforce, enabling them to have a better quality of life.  Our technology gives immersive training that the user absorbs much more readily than video tutorials, slide presentations, and other training methods.  
We believe the future starts with innovative workplace training and hands-on skills development. We’re building bridges between schools, workplaces, and governments to make jobs more accessible and create a better tomorrow, today. 
This is an exciting time! Demand for VR skills-based training has never been higher. Our startup is in hyper growth mode, scaling in every direction. We are looking for people that possess a true love for learning and have a burning desire to contribute to outcomes that change the world.
Summary: To complement our rapid growth, we are seeking to add a Customer Success Manager to our Customer Experience (CX) division. This role will ensure assigned customer base derives value from our products, primarily leveraging digital communication channels and self-service resources to facilitate customer success. This Customer Success Manager plays a critical role in minimizing churn and maximizing customer retention in a scalable and efficient manner. The Customer Success Manager will report to a Manager of Customer Success.

Key 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.
• 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.

Requirements:

• 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 $80,000 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 by helping individuals develop the skills they need for career success.  Be a part of creating pathways to prosperity by