Senior Customer Success ManagerCharacterStrong • Mesa, WA, US
Senior Customer Success Manager
CharacterStrong • Mesa, WA, US
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- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionBuild Healthy Customer Relationships : Develop and nurture strong, long-lasting relationships with customers by delivering scalable and value-driven engagements. Drive Adoption and Satisfaction : Proactively engage with customers to drive adoption of our products and services, ensuring our customers experience the full value of our offerings. Process Optimization : Identify and lead initiatives to optimize customer success processes and workflow Serve as a Customer Advocate and Advisor : Act as the voice of the customer within CharacterStrong, advocating for their needs and providing feedback to relevant teams. Consult on how to increase adoption and improve customer ROI. Monitor Progress and Adoption : Track customer success metrics and monitor their progress and adoption of our products or services, intervening as needed to drive desired outcomes. Identify Upsells : Collaborate with our Sales team to identify opportunities for upselling or expanding services to existing customers, based on their evolving needs and goals. Prepare and Facilitate Customer Meetings : Conduct regular check-ins with customers to fine-tune strategies to increase effectiveness and efficiency (e.g. account reviews, webinars, demos, and other proactive interactions). Maintain in-depth knowledge of our products : Help effectively assist customers and inspire product loyalty. Training and Mentorship : Mentor and train team members on product knowledge, customer success best practices, and effective customer engagement strategies. Performs other duties as assigned. Ability to attend in-person meetings with districts and other local partners as needed. Minimum of 3 years of experience in a customer-facing role (e.g. Customer Success, Strategic Account Management), preferably with large or complex accounts Strong understanding of the K12 education landscape, with a preference for candidates with experience supporting public school systems or EdTech implementations. Proven ability to build and manage executive-level relationships, especially within large public institutions such as K12 school districts. Self-starter who is comfortable working independently Highly organized and detail-oriented, capable of managing multiple stakeholders, timelines, and data points across a large district. Produces timely, quality results and consistently asks the question, How can I make this 1% better? Excellent strategic thinking, problem-solving, and communication skillsable to guide district leaders through complex planning and adoption strategies. Efficient with CRMs, Google Suite applications and other business apps such as : Slack, Zoom, Notion, Quickbooks, and Hubspot preferred Starting salary $95,000 commensurate with experience Employee is eligible to earn up to an additional $25,000 annually by achieving retention-based performance metrics Ability to work remotely New laptop computer and other needed equipment Annual Individual Budget for Professional Development of $1,000 401k Savings Plan with employer contribution Medical, Dental, & Vision Insurance Life, AD&D, and Disability Insurance Employee Assistance Program, Mental Health Support, and Well-Being Programs 3 weeks Company-Paid Parental Leave (after 6 months of active employment) Flexible Time Off, 6 Paid Sick Days, 11 Paid Company Holidays
Job Description
Job Description
Salary : Starting Salary $95,000 commensurate with experience, plus bonus eligible
Job Description
The Senior Customer Success Manager is a pivotal role within CharacterStrong, dedicated to ensuring that our customers receive unparalleled support and guidance throughout their journey with us. Our Customer Success Managers are instrumental in driving customer satisfaction, product adoption, retention, and expansion of services, ultimately contributing to the long-term success of both our customers and CharacterStrong.
CharacterStrongs Background & Mission
CharacterStrong, a FullBloom Company, is a fast-paced, tech education company that creates PreK-12 digital, multi-tiered solutions, assessments, and curricula and offers professional development opportunities to support schools with ongoing implementation. Theres currently a team of more than 100 full-time employees and over 40 contracted presenters collaborating to bring this work to life. Our mission is to create a more loving world through education.
At CharacterStrong, you will have the opportunity to make a positive impact on education, both in the United States and internationally. CharacterStrong employees offer their innovativeness, dedication to excellence and compassion to help produce curricula for students and training for educators that lead to student outcomes.
CharacterStrongs Company Values & Norms
- We Produce Excellence - Producing timely, quality results and consistently asking the question, How can we make this 1% better?
- We Take Full Ownership - Taking initiative to drive work forward, demonstrating responsibility when things do not go according to plan, and being proactive in closing identified gaps.
- We Practice Kindness - Exercising inclusion, care, and empathy with others, balancing honesty with compassion, and cultivating the well-being of self and others.
- We Problem-Solve - Identifying issues, analyzing for understanding, and taking action to implement the best possible solution.
Senior Customer Success Manager Responsibilities
Adoption Strategy Development : Assist in the development of customer success playbooks to drive product adoption
Other Duties :
Required Qualifications
Salary & Benefits
Visit CharacterStrong.com to learn more about us.
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Senior Customer Manager • Mesa, WA, US
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