Customer Success Manager (CA)

About the role

The Customer Success Manager (CSM) is a primary owner of the business relationship between Imagine Learning and the customer. The CSM is responsible for the customer's success with Imagine Learning solutions, and is accountable for customer retention, growth and adoption, satisfaction, and stakeholder value.

Responsibilities

• Grow relationships with customer stakeholders.
• Take direct responsibility for customer relationships.
• Serve as an informed thought partner to customers in all issues related to implementation rollout, ensuring successful adoption of company services and products.
• Analyze customer engagement data to identify implementation strengths and areas of need.
• Conduct regular customer check-ins (virtually and in person) to elicit goals from customers, provide data around progress, and keep customers informed of key, related product updates as they occur.
• Develop account strategies for maintaining strong customer health, ensuring renewal and possibly upsell opportunities.
• Provide assistance in creating and provisioning customer sites.
• Collaborate with internal teams to drive teacher adoption and success.
• Provide onboarding support to customers to ensure that their initial experiences with the site are successful.
• Provide input on Customer Success team processes and procedures as required.

Requirements

• Bachelor’s degree in a related field and at least 4 years of experience managing customer relationships at an education technology company; or an acceptable combination of education and experience.
• Direct and proven work with establishing strategic outcomes and measurements.
• Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration.
• Experience working with and presenting results to senior level executives preferred.
• Ability to quickly establish rapport with all levels of personnel up to and including Superintendent and Chief Academic Officer.
• High energy level, demonstrated drive to succeed, and a sense of urgency.
• Ability to use and interpret data analytics and spreadsheets.
• Experience within a fast-paced, growth organization is ideal.
• Excellent communication skills and analytical skills.

Qualifications

• Experience managing customer relationships at an education technology company.
• Proven ability to establish strategic outcomes and measurements.
• Experience with business drivers for teachers, students, business process owners, and senior district and/or state administration.
• Experience working with and presenting results to senior level executives.
• Ability to quickly establish rapport with all levels of personnel.
• High energy level, demonstrated drive to succeed, and a sense of urgency.
• Ability to use and interpret data analytics and spreadsheets.
• Experience within a fast-paced, growth organization.
• Excellent communication skills and analytical skills.

Skills

• Strong interpersonal and communication skills.
• Ability to analyze and interpret data.
• Experience with customer relationship management tools.
• Knowledge of education technology industry.
• Ability to manage multiple priorities and deadlines.

Benefits

• Multiple health, dental, and vision plans, including medical plans with zero employee premiums.
• 401k plan with a company match.
• 16 paid holidays, which include 2 floating holidays and a winter shutdown from Christmas Eve through New Year’s Day.
• Paid Time Off.
• Comprehensive maternity and fertility/family building benefits.
• Paid bonding leave when a new child joins your family.
• Access to on-demand mental health resources.
• Life and short and long-term disability insurance.
• Pre-tax savings plans.
• Paid volunteer time off.
• A wide variety of professional development programs, including tuition reimbursement.

Pay

Base pay is anticipated to be between $64,678.00 and $72,000.00 per year. Eligible employees may also receive incentive/commission/annual bonus pay based on individual and/or company performance. Compensation may vary based on factors such as, but not limited to, individual skills, experience, training, education/certifications, geographic location, internal equity, and local market conditions.

Schedule

This is a regular, full-time position, reporting to the Customer Success Director. The position is remote but may require up to 30% travel.