Customer Success Manager
WeVideo is the leading full-cycle video learning platform for content creators, businesses of all sizes, and educational institutions. We are a Google Play Editors' Choice selection with over 12 million downloads, and our product is used by more than 6,500 schools to enhance classroom learning.
We have a current opening for a Customer Success Manager to ensure our customers achieve maximum value from our video learning platform, driving product adoption, retention, and growth. This role provides a chance to demonstrate your relationship management skills and take your career to the next level in the field of Customer Success
Responsibilities
In this role, you will:
- Act as the primary point of contact for a portfolio of WeVideo clients, guiding them through the customer journey from onboarding to renewal.
- Proactively monitor customer health and usage data to identify and mitigate churn risks, while also pinpointing opportunities for expansion/upselling by partnering with our sales teams on outreach.
- Develop and execute strategic success plans that align WeVideo's platform capabilities with the customer's desired business or educational outcomes.
- Track customer usage, feature adoption, and general sentiment within the platform to identify users who may need additional support or training.
- Maintain accurate records of all client interactions, activities, and account health within Salesforce for data management and client interactions.
- Be the voice of the customer internally, collaborating with Product, Sales, and Marketing teams to improve the user experience, product performance, and overall client satisfaction.
- Lead Monthly and Quarterly Business Reviews (QBRs) and high-touch presentations to showcase value and demonstrate ROI.
- Cultivate a deep curiosity to go beyond the designated role by creating and curating helpful assets and resources to enhance client support and drive feature adoption.
Requirements
- Previous experience in a Customer Success Manager (CSM) role at a SaaS company is required.
- OR Extensive, hands-on experience using WeVideo products as a teacher, end user, or administrator with a deep understanding of its applications in education or business.
- Proficiency in Salesforce for data management, reporting, and tracking client interactions.
- Strong ability to manage multiple priorities and initiatives effectively across a diverse customer portfolio.
- Excellent presentation and communication skills, with a proven ability to lead client meetings and simplify technical concepts.
- Demonstrated empathetic approach to customer relationship building and conflict resolution.
- Proven capability to collaborate with multiple stakeholders and departments (e.g., Sales, Support, Product) to boost client satisfaction and resolve issues.
Benefits & Perks
- Competitive compensation
- Flexible PTO and Paid Holidays
- Medical Insurance with United Health Care: Employee Premiums covered at 100% and Dependent Premiums covered at 80%
- Vision/Dental Insurance with Guardian: Employee Premiums covered at 100% and Dependent Premiums covered at 70%
- Remote Work opportunity
Compensation: $80,000 - 85,000 + Bonus
Why you might like working here
We offer a positive culture that enjoys working and learning from each other. You'll join a dedicated team where people stick around, with some colleagues having been here for over 8 years. Our users truly love our product—just take a look at what they are saying on social media!About WeVideo
WeVideo is a full-cycle video learning platform that is available from virtually any computer or device at home, school, work, or on-the-go to capture, edit, view, and share videos. Built for the future in HTML5, WeVideo brings maximum speed, responsiveness, security, and expandability to browser-based video editing. We are also the exclusive digital storytelling solution of Google’s Education Creative Bundle for Chromebooks and a Microsoft Education Partner.
We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status.
What We Do
WeVideo is the leading online video creation platform, providing editing, collaboration, and sharing capabilities across any device. Anyone can access WeVideo, from any computer or device at home, work, or on the go to capture, edit, view and share with secure storage of their content in the cloud.
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