JOB SUMMARY

The Customer Success Manager (CSM) is responsible for having successful and satisfied customers and to drive revenue for Higher Logic. The CSM will expand the entire Customer lifecycle, from onboarding to renewals to cross and upsell.  The CSM will foster deep relationships with their customers, understanding their business goals and needs, acting as a customer advocate and delivering solutions that meet their challenges.  The CSM drives adoption of the feature and function usage of Higher Logic’s products to gain the most value to their business.  The CSM ensures that the Customer renews at the end of their subscription period by cultivating a best-in-class customer experience, while driving solution upgrades. Finally, the CSM will contribute to building Customer Advocacy and impact Higher Logic’s net promoter score [NPS]

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Accountable for achieving targeted company renewal and retention rates of assigned customer book of business
• Work with the business’s strategic customers to build strong customer relationships with executives and other key stakeholders through consistent account review and outreach.
• Ability to achieve unit and bookings targets
• Forecast accuracy
• Identify customer challenges and proactively identify and communicate better solutions and strategies to achieve customer business goals.
• Ensure product and new feature adoption through customer communication.
• Coach customers to become product experts to drive self-sufficiency.
• Capture customer experience and product feedback for the company.
• Solicit customer references and case studies.
• Contribute to development of playbooks and tools used to drive customer engagement.
• Conduct all business in accordance with Higher Logic policies and procedures.
• All other duties as assigned

KNOWLEDGE AND ABILITIES REQUIRED:

• Customer first mindset
• Ability to build close-long term relationships with Customers
• Ability to drive growth
• Ability to solve Customer problems before they arise
• SaaS industry knowledge
• Knowledge of Higher Logic, Higher Logic products and services
• Strong analytical and problem-solving skills
• Excellent communicator – both verbal and written – with strong public speaking and presentation skills.
• Diplomacy, tact, and poise under pressure.
• Ability to engage senior-level executives and establish credibility.
• Skilled at time management and the ability to multi-task
• Must be a self-motivated team player with a positive attitude.

• Requires a minimum of 5 years of related experience; or 3 years and a degree.