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
- Client Success Manager developing key customer relationships and ensuring satisfaction. Working with customers to optimize product usage and manage account health.
Responsibilities
- Develop and maintain strong, long-term relationships with a portfolio of key clients, ensuring their satisfaction, loyalty, and account retention.
- Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
- Monitor industry trends, competitor activity, and market developments to proactively anticipate client needs and propose tailored solutions.
- Proactively manage account health by evaluating satisfaction, resolving issues quickly, and optimizing the overall customer experience.
- Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
- Maintain accurate records in the CRM to ensure reporting accuracy and transparency of interactions.
- Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
- Lead client onboarding, organize training sessions, and create resources that enable customers to maximize the value of our products and services.
- Identify and pursue upsell and cross-sell opportunities to drive account growth and revenue.
- Prepare and present clear reports on account status, product usage, and actionable recommendations to clients and internal stakeholders.
- Manage escalations effectively in accordance with company SLAs, preserving customer trust and satisfaction.
Requirements
- 2 to 5 years of proven experience in customer relationship management or client services within a B2B environment
- Excellent communication skills and the ability to build lasting relationships with clients at multiple organizational levels
- Strong results orientation, solid analytical skills, and a knack for problem solving
- Good understanding of compliance, vendor management, or health & safety matters (an asset)
- Bilingual in French and English required
- Knowledge of or experience with similar platforms (compliance, vendor management, GRC) is a plus.
Benefits
- Integrated mental health and wellness support
- Vacation — starting at 3 weeks
- Wellness days and an annual Giving Day — an additional opportunity to take care of yourself or give back to the community
- Comprehensive medical and dental coverage
- Company-wide year-end shutdown to allow you to rest and recharge
- LinkedIn Learning license for upskilling and professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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