Customer Success Manager

Summary of Position: Interested in working with educational partners across the country to support students in achieving their academic goals? Join The Princeton Review’s Institutional team! Within the organization, the Institutional team is focused on providing the highest quality tutoring and test preparation products and services to learners of all backgrounds through direct partnership with schools and districts, colleges and universities, employers, public libraries and more. We are proud to partner with thousands of institutions in providing educational services to learners in their communities and supporting their missions of promoting opportunity and equity through access.

We are looking for exceptional candidates passionate about customer success and educational technology to support our institutional partnerships primarily in the Higher Education market. The Customer Success Manager’s (CSM) primary focus will be working with assigned Higher Education institutions to deploy and support our online tutoring (powered by Tutor.com). The CSM will be part of a collaborative team committed to developing proactive, highly effective relationships with our partner institutions and delivering outstanding service that guarantees student engagement and customer satisfaction and retention.                                               

Major Responsibilities:

• Deliver exceptional customer support and project management through various phases of our partnerships including new customer implementations, trainings, development of reports, monitoring student engagement with products, providing recommendations for student adoption, proactive outreach with institutional contacts and leaders, problem resolution and ongoing account management.
• Consult with higher education partners on how best to promote online tutoring and services for eligible students and develop best practices for spreading awareness about programs within their educational community.
• Train clients to utilize administrative dashboards and reporting services to effectively manage their programs.
• Ensure timely and knowledgeable responses to ongoing customer inquiries.
• Cultivate and maintain consistent relationships with primary program contacts and other key stakeholders within higher education partner institutions.
• Foster account retention and growth, including management of client contract renewals and supporting opportunities for purchasing additional products and services.
• Develop strategies to help clients manage their programs effectively and achieve their goals.
• Analyze client usage reports to identify trends and track client health and performance.
• Prepare customized reports and analysis to help clients understand the value and impact of their service on their institutional initiatives.
• Coordinate with our Implementation team members to customize each client’s services to specifications and update as needed throughout the partnership.
• Work with customer success, training, and marketing teams to develop ongoing trainings, communications, and promotional tools.
• Work closely with sales, marketing, product, and tutor management teams to ensure total satisfaction for the institutions and students we serve and find new opportunities for partner engagement with our organization.
• Collaborate with other customer success team members to develop new strategies for deepening customer satisfaction, retention, and loyalty across assigned markets.
• Provide resources, mentorship and best practices to customer success and sales colleagues.
• Work with customer success leadership team, sales and marketing to build customer experience strategy and resources, as well as ensure execution of the strategic plan across your assigned market.
• Travel throughout U.S. will be necessary for on-site meetings, in person presentations with program managers, faculty, administrators, students and conferences (approx. 20% in a typical year).

Education, Background, Experience & Qualifications:

• Required:
  • Bachelor’s Degree and 3-5+ years of work experience in Customer Success, Client Services, Account Management, Higher Education, or related education experience.
  • Eagerness to ‘own’ customer accounts and become an advocate for their needs.
  • Proven ability to independently manage and develop ongoing customer relationships.
  • Excellent communication skills, including strong written, verbal and presentation skills.
  • Creative, collaborative thinker with an ability to learn new things, assess problems and identify proactive solutions quickly.
  • Computer proficiency including Microsoft Office, CRMs (SalesForce) and understanding of inte