Associate Customer Success Manager

Key Performance Objectives

• Guide customers through each phase of their customer journey from onboarding to renewal while delivering clear, actionable insights and value.
• Be the trusted advisor and main point of contact for a broad portfolio of customers across different lifecycles.
• Manage account health to meet KPIs around retention, satisfaction (CSAT), product engagement, and potential opportunities for account growth within your book of business.
• Identify risks and opportunities early, turning insights into action plans.
• Be an internal advocate for customers within your book of business; consistently gather feedback on their requests and pain points, acting as the voice of the customer by relaying customer needs to the product team and finding realistic and appropriate solutions.

Your daily impact

• Retention & Customer Health
• Manage and build strong, multi-threaded relationships with customers to drive account adoption, retention, and growth.
• Review and audit your book of business to identify any gaps that could impact overall customer health and work on remediation tasks that result from those reviews.
• Partner with Customer Success Leadership to align on priorities, share customer insights, and drive cross-functional initiatives that improve onboarding, product adoption, risk mitigation, and customer growth.
• Expansion & Growth
• Advocate for your customers’ needs by gathering feedback, monitoring account health to mitigate risk, and sharing market intelligence to influence product strategy and roadmap decisions.
• Conduct annual or bi-annual business reviews with customers including usage metrics and progress on their success plans.
• Onboarding & Adoption
• Meet regularly with customers for health checks to review product adoption and provide specific, actionable guidance on how they can get more value from the product.
• Collaborate with Account Executives to have smooth account handoffs in preparation for delivering outstanding onboarding experiences for new customers.
• Strategic Collaboration & Customer Advocacy
• Engage appropriate team members from cross-functional groups such as sales, marketing, customer support, and product to help address any underlying causes of churn and dissatisfaction.
• Secure customer feedback and share internally to influence the product roadmap.
• Assist in tracking key customer metrics and preparing reporting that showcases ROI to highlight business value and contributes to customer success initiatives

Skills you need to be successful in the role

• 1-2 years in a customer-facing role such as customer support, customer success, or account management.
• Clear and confident communicator with strong attention to detail.
• Highly organized with the ability to manage time effectively and prioritize tasks.
• Eager to grow communication and presentation skills, including working with a variety of stakeholders.
• Strong interpersonal skills with a customer-first mindset and an interest in learning how to guide conversations toward impactful outcomes.
• Naturally curious and proactive when it comes to solving problems and seeking support when needed.
• Demonstrated eagerness to learn, grow, and take on new challenges with a track record of meeting or exceeding goals.
• Self-motivated, adaptable, and able to thrive both independently and as part of a collaborative team.

Nice to have's

• Experience working with B2B2C customers
• Experience supporting SaaS products
• Experience with CRM tools (e.g. Salesforce, Hubspot) and customer success platforms (e.g. Totango, Gainsight, Churn Zero)
• Experience working with the Higher Education sector and Learning Management Systems (LMS)