Sr. Customer Success Manager

Customers are the lifeblood of our company and we’re looking for an experienced, results-driven Customer Success Manager to engage, retain, and enable our customers to fully utilize our platform.

The mission of the Customer Success Team at Schoox is to ensure that customers achieve their own goals and recognize value from their investment. As a Sr. CSM, your primary super-power will be listening. You will actively listen and engage with assigned customers in order to develop deep and strong relationships that allow you to understand and address evolving customer needs. You will build and execute joint success plans with your customers; collaborate to explore new and creative ways to maximize usage of their platform; and use your analytical skills to measure and track customer growth. 

You must love learning and you must love software! Vital to this role is the ability and desire to develop and maintain strong Schoox product expertise and enthusiasm. CSMs use a suite of tools to monitor, analyze, and predict customer engagement and loyalty. You will interface with other departments within Schoox to relay customers’ levels of engagement, provide product feedback, provide experience feedback, and identify opportunities for improvement.

Your ability to problem-solve, identify patterns, and skillfully interface with various stakeholders at all levels will allow you to detect any early signals of at-risk customers. Through the use of Customer Success-related platforms and data, you will follow playbooks and established processes, adding your personal touch to address issues, and provide an optimal path for escalation.

In a nutshell, you will be the consultant for the best ways to utilize an amazing product! 

You will become a trusted advisor for customers - and they in turn will rely upon you to guide them in achieving their own personal, professional, and corporate goals.

How You Will Impact Schoox

• Build, maintain, and grow effective working relationships with key points of contact within your assigned customer accounts
• Build, maintain, and grow effective working relationship with key points of contact within various departments of Schoox
• Build and maintain Schoox product expertise
• Establish clear Success Plans for clients
• Conduct formal business reviews with customers
• Deliver and communicate ROI for customers throughout the customer lifecycle
• Gather, prioritize, and distill customer feedback into established communication channels within Schoox
• Advocate for customer-specific needs through internal channels such as support, marketing, product, and leadership
• Analyze customer metrics and feedback, including product utilization, customer satisfaction and NPS surveys, and other KPIs
• Promote the value of the product throughout the customer experience
• Review customer complaints and concerns and seek to improve all aspects of the customer experience
• Maintain high levels of customer engagement and satisfaction in terms of the customers’ adoption trends, sentiment, and mining opportunities for deeper engagement and expansion
• Renew customer contracts in accordance with established processes and goals
• Attend customer meetings and events in person, as needed
• Persuade decision-making based on both qualitative and quantitative reasoning

• 7+ years in a customer success role
• Flexible thinker strong in strategy, critical thinking, creativity, and inductive reasoning
• Proven experience successfully working with large, global organizations
• Strong negotiation skills
• Proven ability to retain and grow ARR
• Knowledge of: SaaS business model and operations, eLearning, technical support, and fundamental data analysis
• Exceptional communication skills - respectful, highly organized, collaborative, coachable, detail-oriented, and self-aware
• Life-long learner with an obvious growth-mindset
• Refined presentation skills and presence
• Experience building and nurturing relationships at various levels within an organization
• Empathetic, positive attitude with a desire to help our customers reach their goals
• Results-driven mentality with a bias for speed and action
• Strong analytical skills with the ability to translate data into insights
• Technical skills to thoroughly understand the products you support
• Consistently exhibits a high level of Integrity and professionalism
• Bachelor’s degree (or equivalent work experience)

Our Culture

At Schoox, our culture is rooted in the Greek philosophy of Philotimo.  The intention is simple:  To respect and help others, not in expectation of reward but because it’s the right thing to do.  At Schoox, we treat each other with empathy, respect, kindness, honesty, integrity, humility, and compassion.  

Schoox is an equal-opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics.

All your information will be kept confidential according to EEO guidelines.

Compensation

At Schoox, fair compensation practices aren’t just about checking off the box for legal compliance. It’s about living out our value of transparency with our employees, candidates, and community.

The compensation offered for this position will depend on qualifications, experience, and work location. The offered compensation may also include restricted stock options.

A description of our employee benefits may be found HERE