Client Success Manager

The Client Success Manager is responsible for managing customer relationships in a strategic way in order to drive client retention while also pushing sales expansions. This position serves in a strategic capacity supporting clients as a trusted advisor and advocate while also representing the company objectives and driving revenue.   

MAIN RESPONSIBILITIES

• Develop and execute retention strategies for clients using goal-oriented and value-based strategies
• Serve as a trusted partner and consultant to clients, translating their challenges into tailored solutions that demonstrate clear and measurable ROI
• Build a rewarding relationship with clients and internal team members
• Manage a regional customer portfolio of approximately 75 accounts
• Own contract renewals and expansions, including leading pricing and contracting conversations with key client stakeholders
• Execute high-volume, programmatic expansion campaigns (such as targeted module upsells) by building custom ROI presentations and navigating multi-stakeholder university committees.
• Analyze, respond and react to performance data to help measure client performance and communicate ROI
• Identify and manage at-risk accounts, executing churn mitigation and change-management strategies for both steady-state accounts and complex, post-implementation platform migrations.
• Proven ability to foster relationships with key client stakeholders at all levels including front-line, mid-level, and executive level
  

ESSENTIAL REQUIREMENTS OF THE ROLE

• Minimum 3+ years of experience in a proactive, customer-facing/customer success/sales/problem-solving role in Higher Education/ Ed-Tech/ Student Affairs
• Ability to critically analyze client issues and independently develop, execute, and refine data-driven strategies and solutions that drive measurable outcomes
• Strong written and verbal communication and presentation skills including ability to comfortably present to peers, senior leadership internally and key stakeholders and clients
• Curious and self-directed with strong attention to detail and time management skills, thriving in a fast-paced, ever-changing environment with the ability to juggle competing priorities and adapt quickly to new requirements
• Proven track record of driving client satisfaction and retention
• Ability to build and cultivate strong relationships
• Strong analytical and problem-solving skills and the ability to create stories using data
• Ability to adopt and execute standardized playbooks and processes to drive efficiency and scalability.
• Leverage internal tech stacks and AI tools to automate routine administrative tasks, allowing maximum bandwidth for client-facing consultative work.
• Enthusiastic about learning and working with the latest technologies and following industry trends
• Understanding of the needs and challenges faced by higher education and driven to improve the student experience
• Understanding of the Higher Education industry and experience in executing sales strategies
• Experience in B2B and B2B2C SaaS
• 10-20% travel required
• Experience using Campus Groups or similar Student Engagement Tools ( Preferred but not required)

WHAT YOU CAN EXPECT FROM US

• A chance to work towards an amazing mission of helping students succeed as a team member of a global tech startup
• Remote first work environment: Ability to work from anywhere in North America with flexible hours
• Generous paid vacation time
• Travel 10-20% of the time to build and strengthen client relationships through in-person engagements, user group events, industry conferences, and tradeshows.
• Continuous learning and growth culture with many opportunities to develop professionally
• Health Benefits including health, dental, vision, company funded life & disability insurance and identity protection
• Participation in matching 401K plan 
• Home Office Set up support with a company laptop & equipment

WHO WE ARE

Trusted by more than 700 institutions in more than 25 countries, Ready Education offers the leading campus experience platform dedicated to building communities and supporting student success. Our unified solution combines academic and campus life, enabling institutions to focus on growing engagement, fostering belonging and community, streamlining communications, and automating key processes for students, staff, and community partners.

Although this role is 100% remote, the person in this position should be expected to travel for certain customer / industry / company events and engagements as necessary.

Ready Education is an Equal Employment Opportunity and Affirmative Action Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.