Customer Success Manager
Description
The core purpose of the Customer Success Manager (CSM) is to take ownership of their book of business. This role demands exceptional skills in customer relationship management. A successful CSM at Stukent embodies the Stukent values and commits fully to our mission to help educators help students help the world.
Location
Candidates located in Utah and Idaho are considered.
Typical Job Duties
Own and grow your book of business by driving customer success, product adoption, and maximum value from Stukent courseware and simulations, ensuring high retention and account expansion.
Proactively manage customer relationships through daily outreach, regular check-ins, and strategic business reviews to understand their evolving needs, measure success, and anticipate churn risks.
Develop and maintain strong, trust-based relationships with key stakeholders and top customers in each territory to foster loyalty and advocacy, transforming satisfied users into advocates.
Track customer health metrics (e.g., usage, satisfaction, retention) and leverage data to inform engagement strategies and predict renewal outcomes, proactively addressing potential issues.
Act as the primary post-sales point of contact, facilitating comprehensive onboarding calls and product training sessions to ensure customers are set up for immediate and long-term success.
Serve as a product expert, providing in-depth support, demonstrations, and strategic guidance on Stukent's courseware and simulations to address specific customer challenges and maximize their usage and ROI.
Develop and maintain a deep understanding of the competitive landscape and industry trends to provide high-value, relevant consultation to customers.
Respond promptly, professionally, and empathetically to all customer inquiries via email and phone, demonstrating excellent written and verbal communication consistently.
Actively troubleshoot issues and identify solutions, collaborating cross-departmentally with Product, Technical Support, and Sales teams to swiftly resolve customer concerns and drive product/process improvements.
Manage a high volume of customer interactions while maintaining exceptional quality and service standards.
Collaborate closely with Account Executives and Sales Development Representatives (SDRs) to ensure seamless handoffs, successful attainment of regional success targets, and a cohesive, positive customer experience from prospect to power-user.
Provide valuable customer feedback and insights to the Product and Marketing teams to inform the development roadmap and content strategy.
Requirements
Minimum Qualifications: 2+ years of experience in sales or customer relationship management.
Patience and tolerance in escalated situations with customers.
Consistency in delivering world-class customer service and care.
Excellent organizational abilities in managing hundreds of customers in a book of business.
Ability to handle multiple channels of customer requests simultaneously.
Exceptional written and verbal communication skills.
Preferred Qualifications: Previous experience using Salesforce or other CRMs.
Proficiency in Microsoft Office and Google Workspace.
Bachelor’s degree in Business, Marketing, Sales, or a related field.
Benefits
Paid Time Off & Paid Sick Leave
Paid Parental Leave
401(k) with Company match
Longevity Bonuses
Health, Vision, Dental, and Life Insurance
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability status.