Overview

Do you enjoy going deep into a product? Working with customers? Thrive in solving different challenges with intricate solutions? Are you open to feedback and use it to drive positive growth for yourself and others? If so, consider joining our dynamic and innovative Ed Tech company as a Customer Success Manager, where you will play a crucial role in ensuring the success and satisfaction of our clients. As a Customer Success Manager, you will be the primary point of contact for our educational partners, fostering strong relationships, garnering your hands-on technical capabilities, and ensuring customers derive maximum value from our industry-leading product.

Key Responsibilities

In this role, you will be responsible for the following:

Client Relationship Management:

• Build and nurture strong, long-lasting relationships with clients to ensure their success.

• Collaborate with our most valuable customers to deeply understand their needs and align our solutions to help them achieve their goals.

• Develop and execute strategic account plans to manage, retain, and grow existing client partnerships.

• Gain a deep understanding of each client's unique challenges and objectives, providing tailored solutions to maximize value.

• Ensure customers fully leverage their investment in Full Fabric by identifying opportunities for deeper engagement and value.




Product Adoption and Onboarding:

• Design and implement strategies to drive product adoption, ensuring customers utilize Full Fabric to meet their strategic business objectives.

• Guide clients through the onboarding process, ensuring a seamless, positive experience.

• Work closely with clients to align Full Fabric’s capabilities with their broader business goals, fostering long-term success.




Renewal and Expansion:

• Identify and pursue opportunities for upselling and cross-selling additional products or services, enhancing the client relationship.

• Proactively manage client renewals, ensuring continued success and retention.

• Collaborate with customers to explore opportunities for expanding their usage of Full Fabric’s offerings.




Training and Support:

• Deliver engaging training sessions, workshops, and support to empower clients in effectively using Full Fabric’s products.

• Address and resolve client inquiries, challenges, and technical issues with efficiency and professionalism.

Data Analysis and Reporting:

• Analyse customer usage data to uncover trends, opportunities for growth, and potential areas for improvement.

• Regularly prepare and present performance reports, offering insights to internal teams to improve client outcomes.

• Identify and address gaps in the customer experience that could impact satisfaction and retention, working cross-functionally to resolve them.

• Provide actionable feedback to the product team regarding client requests and suggestions for product enhancements.




Client Advocacy:

• Act as the voice of the customer within Full Fabric, ensuring their needs and priorities are represented.

• Collaborate with internal teams, including sales, product, and support, to ensure customer satisfaction and success.

• Develop compelling case studies that highlight the ROI and success metrics of Full Fabric’s solutions for key clients.

Requirements

We’re looking for someone with the skills and experience to excel in a fast-paced, dynamic environment:

• Experience managing client relationships and strategic accounts for a SaaS product.

• Customer-centric approach, providing tailored solutions.

• Expertise in client onboarding and driving product adoption, aligning product capabilities with client business goals

• Skilled in upselling, cross-s