Customer Success Manager

• Serve as the first and primary point of contact to manage and nurture a portfolio of K-12 accounts to maximize satisfaction, retention, and growth 

• Train and onboard new K-12 customers through the implementation process, ensuring a seamless post-sale transition 

• Provide ongoing professional development to existing customers on new features and when they assign new contacts or expand usage of their program 

• Organize and facilitate regular customer meetings to ensure a thorough understanding of the needs of each customer's online learning program; drive high levels of satisfaction through consultative recommendations 

• Understand and proactively communicate student outcomes and recommend mitigation strategies to effectively address areas of concern 

• Review account and usage data on a regular basis and ensure corresponding, tailored outreach to each customer 

• Consistently engage with customers and uncover the "Whys?" behind their feedback to identify root causes and opportunities 

• Communicate all product enhancements, technological updates, and other pertinent information to customers in a timely and professional manner 

• Regularly monitor customer attrition risks; outline and document proactive solutions to minimize and mitigate flight risks within your assigned portfolio 

• Manage difficult customer feedback with high levels of tact and diplomacy 

• Build relationships by providing consistent value and fostering customer loyalty 

• Maintain a clear understanding of customer contracts, including pricing, renewal details, and SLAs, through the company's CRM platform 

• Demonstrate a clear understanding of all course offerings and technical requirements of the program 

• Resolve customer issues promptly and ensure a positive customer experience 

• Collect, evaluate, and act on customer data to inform relationship-building and enhancements 

• Demonstrate the product to existing and prospective customers, as needed 

• Travel to visit customers or attend conferences and trade shows, as needed 

• Speak and present at trade shows and conferences, as needed 

Customer Growth and Expansion 

• Proactively identify customer needs and promote tailored solutions 

• Educate customers on solution value through data-informed relationship building and communication