Customer Success Manager at an EdTech SaaS company managing customer renewals and support. Collaborating with leadership to drive engagement and retention in New York.
About the role
- Senior Customer Success Manager responsible for large customer relationships. Navigating onboarding, implementation, renewal, and expansion while driving value for clients.
Responsibilities
- Develop a deep understanding of customer needs/goals and work to ensure that our teams have a shared definition of success across multiple platforms.
- Leverage problem solving to help customers reach their business goals and maximize the value they receive.
- Deliver QBRs or MBRs that demonstrate key business objectives and support experience.
- Facilitate customer training on how to leverage key support applications and portals.
- Contribute to the development of the Customer Success organization by sharing processes, ideas, and highlighting historical best practices.
- Cultivate Internal and External customer relationships.
- Assist with recognizing key growth opportunities for customers.
- Work supportively with colleagues, operating in a manner that is consistent with 11:11’s Code of Business Ethics and Company Values.
- Responsibly receive, transmit, and handle company data and information per Company data handling agreements, work procedures and policies.
- Review and follow company policies and guidelines, data privacy practices, including annual compliance training certification and policy acknowledgements.
Requirements
- 5+ years of experience in customer success or account management.
- Experience managing large accounts, with 5-figure+ contract MRR.
- Advanced knowledge in a CRM (Salesforce) and other applications to manage your customer portfolio and their lifecycle management.
- Experience managing customer success for larger and more complex requirements.
- Excellent communication and interpersonal skills.
- Ability to manage multiple projects, activities, and tasks simultaneously.
- Ability to sustain business growth and profitability by maximizing value.
- Must be legally eligible to work in India without visa sponsorship.
Benefits
- Additional duties as assigned.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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