Customer Success Manager- Education
On-siteCincinnati, Ohio, United States
Job Summary
Drive retention and expansion by strategically advising customers to ensure platform adoption and serving as the primary contact for administrators. Conduct regular business reviews to achieve customer goals, proactively communicating updates, best practices, and progress against open issues. Identify and escalate major product issues, client concerns, and retention risks while hosting best practices webinars and office hours on a rotating schedule. Participate in User Acceptance Testing and collaborate with the platform team to maintain an up-to-date knowledge center. Serve as the point of escalation for customer support issues, independently providing demonstrations and assisting junior team members with problem solving.
Required Qualifications
- Ability to perform in a self-managed environment
- Excellent interpersonal skills needed to develop strong business relationships with clients
- Proficient in Microsoft Offices suite (Excel, Word, PowerPoint, Office), CRM (Salesforce), and the ability to learn additional software
- Confidence presenting new ideas to clients and high-level executives
- Outstanding customer skills, attention to detail, and expertise in resolving customer issues quickly
- Excellent communication skills verbally and written in addition to presentation skills
- Strong work ethic and ability to work independently with minimal supervision
- Excellent organizational skills
- Ability to adapt to new conditions, assignments, and deadlines
- Excellent time management, goal setting and prioritization capability
- Thrives working in a fast-paced, team environment
- Able to travel onsite to assist customers when needed – no more than 10%
- 3-5 years' experience in a customer-facing, service-oriented position focusing on relationship management
Desired Qualifications
- Bachelor's degree in a related field preferred
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