Client Success Lead

Competitive Compensation & Benefits Package * 401(k) with Profit Sharing * Flexible Time Off * Office Dog!!

ABOUT US

By combining our unparalleled domain expertise with leading-edge technology, Ad Astra is helping higher education in its mission to advance timely student completions. We are building a cloud-based software platform that will provide the foundation for our next generation of industry-leading solutions and analytics.

OUR CORE VALUES

• We Honor God-given talents: Our teams are given awareness of and alignment to their gifts and therefore set up to succeed.
• We are Unpretentious: We are willing to let others take the spotlight.
• We are Passionate: We are passionate about protecting the value of Higher Education.
• We are Pioneering: We have a pioneering spirit to try new things without fear of failure.
• We are Fun: We understand that the health of our relationships will make or break our team. We work hard, we play hard.
• We have Grit: We push through failure and challenges and learn from them.

POSITION SUMMARY

The Client Success Lead (CSL) is a strategic advisor for our Mascots, providing continuous evaluation of Mascot performance, identification of Mascot gaps via data-driven analysis, and recommendations for growth opportunities. As the leader of the Mascot engagement, CSLs are responsible for retaining and growing the Mascot relationship. The CSL must, therefore, have the ability to lead the post sales efforts to bring value to Mascots. The CSL shows aptitude, capability, and expertise in reducing Mascot churn and building Mascot advocacy. They have tremendous knowledge of the market landscape, the Mascots objectives, and the Ad Astra solutions, and the expertise to proactively drive Mascots to successful outcomes.

ESSENTIAL FUNCTIONS/ CORE RESPONSIBILITIES

• Capable of building a value-centered Mascot relationship
• Able to create and implement Mascot Success Plans for all Mascot accounts and align all parties on the plan for success
• Be a Strategic Advisor for the Mascot by mastering the KSE Model and applying practices into their Mascot engagements
• Establish a strong relationship with the Mascot by creating space for real and honest discussions
• Gather use case driven product feedback from Mascots and identify high-value recommendations for product enhancements
• Work with the Mascot Team to develop Mascot Playbooks focused on ensuring repeatable Mascot outcomes
• Apply domain expertise to create opportunity summaries and recommendations to expand Mascot revenue
• Ensure key utilization of Ad Astra solutions to ensure Mascot value is being obtained
• Lead engagement kickoff meetings and set structure for how the parties will work with each other to deliver Mascot's desired results
• Lead Mascot retention and expansion conversations to reach 102%+ NRR annually
• Analyze Mascot Health monthly and provide risk assessments for leadership teams
• Execute annual engagement strategy through quarterly, semi-annual, and annual business review meetings with Mascots
• Liaise with Product and Service teams on identifying, managing, and tracking Mascot commitments and deliverables
• Institutionalize data and success metrics into everyday processes by creating standardized benchmark, mascot utilization, and expansion pipeline reports
• Develop Mascot playbooks to 1) systematize retention and expansion strategies, and 2) grow Mascot utilization and results from solutions
• Create standard presentation materials for Mascot lifecycle playbooks, including renewal, at-risk, stakeholder turnover, expansion, and additional scenarios
• Directly manage Mascot engagements and be an expert in each of your Mascot's businesses, guiding your Mascots to successful outcomes
• Identify Mascot value stories and work with marketing to incorporate it within our content library
• Develop and execute go-to-market plans for existing and new solution offerings to grow revenue through expansion sales at current mascots

POSITION REQUIREMENTS

• Minimum 3 years of experience working in Mascot Success, preferably in SaaS B2B businesses or within Higher Education
• Bachelor's degree in business, sales, marketing, or equivalent training in business, Mascot Success, Sales management, or Higher Ed leadership, preferred
• Ability to interact with enterprise Mascot teams at various levels of technical and non-technical depth
• Experience establishing business measures and reporting on success metrics
• Proven ability to develop executive champions at a strategic level
• Track record of developing growth strategies and tracking Mascot success
• Ability to lead projects, delegate tasks, and track progress of team initiatives
• Experience creating proposals and SOW's and presenting terms to Mascots
• Proven ability to meet and exceed retention and expansion objectives
• Assertiveness to be able to protect the Mascot with direct and honest feedback
• High emotional intelligence, including curiosity, empathy, self-awareness, and integrity
• Capable of analyzing data and interpreting metrics
• Experience in Higher Ed is preferred

ESSENTIAL COMPETENCIES

• Salesforce CRM
• KSE Model experience for strategic advisor training or similar[LN1] [SV2]
• Mascot Success Plans
• Quarterly / Executive Business Reviews (QBR / EBR)
• Renewal Playbooks
• Risk Frameworks
• Gainsight PX
• Office 365
• Learns new systems quickly

Ad Astra Information Systems, LLC. is an equal opportunity employer and values diversity. All employment decisions are based on qualifications, merit and business need.