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 helping clients optimize their subscription business using Recurly. Building engagement and delivering strategic value through proactive relationships and support.
Responsibilities
- Consultative, proactive partner aligned to help clients achieve their use cases, desired outcomes and strategic plans
- Help drive growth of our customer’s subscription business by guiding them through Recurly features, products, best practices and areas for increased adoption and/or optimization
- Nurture and expand relationships endeavoring to drive satisfaction and advocacy
- Design, develop, and deliver impactful business reviews and provide thought leadership throughout all aspects of engagement
- Manage multiple relationships, including C-level interactions, for maximum productivity, success and ensuring retention
- Deliver succinct product feedback to meet high-value merchant demands; including identifying key feature requests by clients that would better the product for greater need and usability
- Build strong internal working relationships with Sales, Marketing, Support and Product Management teams
- Help identify, document, share Recurly best practices and opportunities for case studies
- Will travel to each customer 1-2X year, participate in Customer Events, and other travel as needed, etc.
- Collaboratively work with your internal commercial partners to ensure retention and growth of your portfolio
- Follows our engagement framework, presenting business reviews, strategic value meetings, joint success planning, etc.
- Strategically and proactively leads customers to value
Requirements
- 3-5 years’ experience and a proven track in customer-facing role
- Concrete understanding of how multi-level companies operate (business units, purchasing department, finance team, customer support team, complex decision-making process, etc.)
- Ability to prioritize work independently and strong time management skills
- Ability to deliver customized presentations and drive strategic calls via web conferencing
- Expertise in building long-term strategic relationships
- Experience with CRM/CS tools
- Excellent communication skills (verbal and written)
- Working knowledge of B2B business models
- Experience with e-commerce, payments, or subscriptions much preferred
Benefits
- As a full-time employee, Recurly offers competitive benefits programs, perks and options designed to fit your needs and the needs of your family. We offer medical, dental and vision benefits and a menu from which to choose options that work best for you and eligible dependents. We also offer life insurance, short and long-term disability, hospital indemnity, critical illness coverage, employee accident protection, health savings account (HSA) with company contribution & flexible spending account (FSA) options, employee assistance program, Legal and Pet Insurance.
- Other perks may include:
- 401(k) Retirement Plan and company match
- Flex Time Off
- Company Events
- Training/Development
- Tuition reimbursement
- Commuter benefits
- Volunteer opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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