Customer Success Manager

Job Summary:

SoftChalk (an affiliate of AssetWorks Inc.) is an award-winning content authoring solution for educators to improve student engagement, and better institutional and learner outcomes.

Our mission is to grow, and every year we invest in new teams to ensure that we remain aligned with that mission. With a proven track record of over 20 years and hundreds of education customers, we are looking to add a customer success team member.

The Customer Success Manager (CSM) will drive achievement of SoftChalk revenue targets through proactive engagement with customer stakeholders, champions and end users to maintain, strengthen, and grow business relationships.

Job Description:

What you'll love about us:

• Our culture is built on promoting innovation and diversity of ideas
• Flexible hours for work life balance
• Experienced teams to learn from
• Excellent health care benefits, FSA, HSA options
• Education and training reimbursement

Typical responsibilities will include the following:

As Customer Success Manager, you will proactively engage and facilitate conversations with customer stakeholders, champions, and end users to understand their ongoing priorities and challenges, to maintain, strengthen, and grow our business relationship.

Duties/Responsibilities:

• Proactive engagement with customers to fortify existing revenue streams and secure continued subscription renewals
• Contribute to sales targets by acquiring new accounts and upselling/cross-selling into existing accounts within assigned regions/account tiers
• Conduct online customer meetings and product demonstrations regularly; manage resulting deliverables and communicate new opportunities that fall outside of assigned regions/tiers to the sales team
• Uncover success stories and account issues, document product feedback, relay essential communications directly to customers, and surface opportunities through the customer lifecycle
• Optimize customer success initiatives, including customer onboarding and implementation
• Resolve inbound customer requests or secure the proper resource(s), ensuring that our response to the customer is timely and complete
• Work with customers in building case studies & ROI to show the value of applying our solutions
• Analyze customer, market, and industry data to improve ongoing customer experience and deepen the relationship
• Represent the company in booth and sessions at industry conferences
• Work with internal teams, including technical support, learning services, client services, and marketing, to improve customer experience
• Implement reporting to show the performance of customer onboarding experience and relationship health over time
• Maintain customer records, including activation reports and daily customer engagement outcomes within HubSpot CRM

Required Skills/Abilities:

• Excellent online and in-person facilitation, presentation, and demonstration skills
• Ability to communicate technical concepts with all audiences, ranging from the non-technical to executive-level technical decision-makers
• Proven record of meeting KPIs and measuring the impact of your performance
• Strong technology literacy skills
• Strong organizational skills and ability to manage multiple initiatives at one time
• Strong collaborator communicator, works well cross-functionally
• Experienced with CRMs
• Strong work ethic and willingness to work extended hours (nights and weekends)

Education and Experience: A Bachelor's degree from an accredited college or university is preferred

Preferred Education and Experience:

• Knowledge of the higher education technology market, online education, or relevant teaching experience
• Experienced in developing, launching, and scaling onboarding and implementation programs
• Knowledgeable of the market and competitive landscape
• An experienced educator, learning experience designer, instructional technologist, or have other relevant experience
• SaaS customer success, services, account management, and sales experience
• Experienced SoftChalk user and fan of its features and benefits

Worker Type:

Regular

Number of Openings Available:

1