Sr Customer Success Manager

What We’re Looking For:

The Senior Customer Success Manager will help to define the way that we work with our customers and design the strategy we apply at both a macro and micro level. In addition to leading our top customers from pre-sale through onboarding and on to the rest of their journey with edX for Business. The Sr. CSM will require a “builder mentality” to refine the function as we establish customer goals and design programs that best serve those goals. This person will ensure the customer is prepared to take full advantage of their investment in transforming their organization. This is a cross-functional role where you will work closely with Enterprise Support, Product, BI, Account Management, Sales, and Marketing.

Responsibilities Include, But Are Not Limited To:

• Onboard new edX For Business customers, including pre-sale support to help the customer identify their transformation goals and how edX will get them there.
• Develop a trusted advisor relationship with clients through a structured and ad hoc communication cadence as you guide them through achieving their goals and the life of their contract.
• Analyze customer and learner data through multiple platforms in order to establish progress against internal and customer KPIs and customer health scores.
• Work collaboratively to design creative solutions for our customers’ unique challenges.
• Understand the capabilities of edX’s platform, content, and services and consult on the various combinations of those things to determine how the customer will work with edX.
• Design and enhance the edX For Business lifecycle experience for top customers through partnering with the sales team, support, marketing, account management, and sales operations.
• Work closely with Product to communicate customer needs and opportunities to improve their experience with our products.

Things That Should Be In Your Background:

• 3+ years of experience
• Customer-first mentality: 3+ years experience in a customer-facing capacity (for example: customer success, professional services, customer service, account management) 
• Analytical mind and a passion for problem solving: design data-backed strategies and recommendations to guide customers through the steps to make them successful
• Collaborative spirit: you’ll be involved in many cross-functional projects where teamwork is key
• Ability to stay organized and prioritize: with many projects in flight or many customers, it’s important to understand what should come first and why
• Knowledge or experience with the following tools: Salesforce, Tableau, Excel (Preferred)
• Experience within a Software as a Service (Saas) environment (Preferred)
• Proficiency in a foreign language (Preferred)
• Not required, but bonus if you’ve ever worked with SSO or API configuration (Preferred)

About 2U Inc. (NASDAQ: TWOU)

2U is comprised of 3 lines of business: Graduate Degree Programs, Short Course, and Boot Camps. Going beyond traditional learning management systems, we use tech, people, and data to help top universities and enterprise organizations transform in the digital era—and eliminate the back row in higher ed. We support lifelong learning which means thinking beyond a single degree. It means finding ways for students to gain the skills they need to change careers, evolve their expertise, and meet the challenges of the changing world head-on. We help our partners fill those needs—developing new digital education technologies and offerings capable of supporting students at different points in their lives. Whether they need a simple refresher, to learn something new, or to change their career trajectories completely, our partners are there to help them succeed. Together with our partners, 2U has positively transformed the lives of more than 275,000 students and lifelong learners. 

2U Diversity and Inclusion Statement

At 2U, we are committed to creating and sustaining a culture that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities of our employees. We strive to offer a workplace where every employee feels empowered by the ways in which we are different, as well as the ways in which we are the same. 

Benefits & Culture

Working at 2U means working with individuals that are passionate and mission driven. We collaborate on tough problems to deliver the best outcomes for our partners, students, and each other. You will find team members working together in our open office spaces, gathered in the kitchen grabbing a snack, or taking a break in our game rooms.

2U offers a comprehensive benefits package:

• Medical, dental, and vision coverage
• Life insurance, disability and 401(k)
• Unlimited snacks and drinks
• Generous paid leave policies including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

In Colorado, the anticipated base salary for this role is $80,000.00 with potential bonus. Note: The final compensation for this position may consider factors including the geographic location where the work is performed (candidate’s assigned office) and prior work experience of the candidate.
To learn more, visit 2U.com. #NoBackRow

Note: The above statements are intended to describe the general nature and level of work performed by individuals assigned to this position, and are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

2U is an equal opportunity employer that does not discriminate against applicants or employees and ensures equal employment opportunity for all persons regardless of their race, creed, color, religion, sex, sexual orientation, gender identity, pregnancy, national origin, age, marital status, disability, citizenship, military or veterans’ status, or any other classifications protected by applicable federal, state or local laws. 2U’s equal opportunity policy applies to all terms and conditions of employment, including but not limited to recruiting, hiring, training, promotion, job benefits and pay.