Customer Success Manager

4 months ago

Toronto, Canada Modern Campus Full time

**Who we are**

Here at Modern Campus we are obsessed with empowering our 1,800+ higher education customers to thrive when radical transformation is required to respond to lower student enrollments and revenue, rising costs, crushing student debt and administrative complexity.

Our engagement platform powers solutions for non-traditional student management, web content management, catalog and curriculum management, student engagement and development, conversational text messaging, career pathways, and campus maps and virtual tours. The result: innovative institutions can create a learner-to-earner lifecycle that engages modern learners for life, while providing modern administrators with the tools needed to streamline workflows and drive high efficiency.

In addition to being customer obsessed, we work with integrity always We pride ourselves on bringing on the best talent that are committed to our values, we lean towards resolving complex challenges and identify impactful solutions. Ultimately, we are one team and one Modern Campus.

**What’s the role**

The Customer Success Manager (CSM) maintains relationships across the respective product line’s customer base of campus partners, acting as the main point of contact for Modern Campus from implementation to active account management. Throughout implementation, the CSM strategizes with campus partners on needs, required deliverables, and goals. Post-launch, the CSM holds regular check-in calls and business reviews while assessing partner success and expanding platform usage.
- Learn the unique needs and challenges of each campus that you work with and develop strategies to address them
- Manage the implementation process and quarterly check-ins
- Facilitate training for end users
- Build relationships with customers, from coordinators to directors, deans to vice presidents, by conducting regular check-in calls and business reviews to assess needs, satisfaction, and account health
- Develop and implement success plans designed to get lagging customers on the path to success
- Advocate customer needs and desired outcomes with internal teams and stakeholders
- Make recommendations for improving user experience and advancing customer use of the Presence platform
- Collaborate with the Marketing team to assist in establishing business/use cases based on customer feedback
- Communicate product feedback to the appropriate internal team(s)
- Escalate customer issues as needed and manage to resolution
- Identify and escalate potential at-risk customers
- Thoroughly document outcomes of engagement interactions
- Qualify upselling and cross-selling opportunities among current customers and coordinate with the sales team to pass opportunities into the sales pipeline

**What we offer**
- The salary range* for this full-time position is between $50,000 - $70,000*
- Remote first workplace - whether working from one of our offices or remotely, our employees get things done
- RRSP/401(k) with matching employer contributions
- Professional development and internal career mobility opportunities
- Flexible time off
- Comprehensive benefits package
- Mental and financial health resources
- DEI, Culture and Environment employee led committees.
- Collaborative work environment

**What you offer**
- Strategic/Critical Thinking—Systematically solve problems and hypothesize possible customer pain points, expectations, and implicit needs; brainstorm with team members to devise solutions to solve complex customer challenges
- Communication—Tailor communication to the customer’s needs; effectively deliver presentations; have strong verbal and written communication skills; possess consultative and insight-based selling skills
- Interpersonal Skills—Understand how to develop and maintain business relationships; collaborate closely with internal teams
- Networking—Identify the right customer stakeholders and build connections quickly; work cooperatively with a wide range of internal stakeholders for success
- Ownership—Possess a relentless drive to achieve results; work independently with self-direction and initiative
- Workflow Management—Set clear, realistic, and time-bound objectives that align to business growth; break each objective into tasks and process steps that can be achieved within a realistic timeframe
- Four or more years of business experience, preferably in Student Affairs at a university or community college team, Sales or Business development
- Bachelor’s degree in business or related discipline or prior relevant experience

**What we believe**

If you require accommodations during any part of the interview process due to a disability, please let our recruiter know.
- _ Our salary ranges reflect the minimum and maximum target for new hires for the position within the US and Canada. Within the range, individual pay is determined by factors including job-related skills, experience, and relevant education or training._

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