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
- Customer advocate enhancing relationships within a growing customer base while focusing on data-driven success. Crafting strategic communication to maximize technology impacts for users at Nayya.
Responsibilities
- Strengthen our customer relationships by delivering amazing support; you’ll be the face and voice of Nayya with your customers
- Be an analytical and adaptable partner with a focus on customers’ objectives and opportunities
- Engage with data to understand customer engagement, identify product enhancements, and promote user adoption
- Track customers’ value, retention, customer satisfaction and ultimately the expansion of Nayya’s footprint
- Partner with employer customers to establish and execute communications strategies that maximize Nayya's impact for their teams
- Collaborate closely with product and sales to continuously innovate on Nayya products and deliver value to our customers
- Prepare and present Quarterly Business Reviews
Requirements
- 5+ years of customer success experience; extra credit if you have prior experience scaling customer success or a similar function in a startup environment
- A domain expert with experience partnering with carriers and/or brokers and/or benefits admin/ben tech providers or supporting direct-to-employer relationships
- Entrepreneurial approach, comfort with ambiguity
- A socially-oriented advocate who is passionate about building relationships and managing stakeholders
- Unafraid of going deep into the data to understand customer engagement and adoption
- Passionate about creating technology experiences that empower users
- An empowered ownership mindset
- Strong project management and organizations skills, PMP experience is a plus
- A clear, empathetic and proactive communicator
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