Customer Success Manager

Customer Success Manager Relationship Management - Account Growth - Solution Advocacy DigitalEd is a fully remote global organization headquartered in Waterloo, Ontario, Canada. Employees work remotely throughout the United Kingdom, United States, Australia, the Philippines, and Brazil. This position is open to candidates residing anywhere throughout British Columbia, Alberta, Ontario, and East Coast Canada. DigitalEd has a simple and resonant purpose — to shape the world through digital learning. As a SaaS company in the online learning market for higher education, our Möbius platform is a comprehensive solution designed for the unique needs of teaching science, technology, engineering, and mathematics (STEM). It is a product that impacts the way students learn STEM, and with that kind of footprint in the world, imagine the team we are building behind the scenes. To support our growth and trajectory, we are looking for a Customer Success Manager to join our team. This role exists to build lasting relationships with our customers in order to retain and grow them. It is primarily responsible for providing exceptional service, being a trusted voice for our customers, and partnering with them to achieve their goals through our solutions. With a primary target of growth and retention, the Customer Success Manager collaborates with other members of DigitalEd in Support, Sales, Product, and Marketing, all with an eye to foster deeper relationships with our Champions and create a high touch experience for our customer accounts. The ideal Customer Success Manager is detail-oriented, laser-focused on revenue retention and growth, and is able to collaborate with technical and non-technical stakeholders. You take pride in being a proactive problem-solver and are driven by supporting and delighting your customers, effortlessly bringing even the most difficult issues to a positive resolution. If you have exceptional communication skills, a high level of customer service "EQ," and a passion for turning partnerships into tangible growth, this is the role to leave your mark on. Outcomes and Key Responsibilities: What’s Expected of You - Manage a portfolio of customer accounts, identify internal champions to partner with and nurture relationships, and broaden our exposure across various levels and departments. - Conduct Partnership Review meetings with customers on a regular cadence in accordance with their needs. - Maintain a healthy pipeline, provide clear visibility to the executive team on upcoming renewals for the current and next quarter. Provide coverage of Growth and Upsell and Cross-sell targets within existing accounts. Participate in business reviews, and deliver progress / status reports on opportunities. - Build and implement business plans for each account that incorporates usage data, customer initiatives, and retention and growth targets for attainment. Own your book of business with pride and integrity for your customer’s experience with DigitalEd. - Participate in planning and alignment discussions with your peers in Technical Account Management and Account Executives to ensure smooth transitions from one phase of the journey to the next, from exploration and discovery, through onboarding and operational excellence. - Seek and identify customer candidates for representative roles across the user community, and case studies on behalf of DigitalEd. Measures of Performance: How You Know You’re Doing Well - Retention and Customer Relationships: You have a thorough understanding of each account's usage and what they need to sustain existing levels of adoption. You proactively engage with customers across both operational and management positions to promote use of the solution and showcase ROI and value. You meet or exceed your target of 100% gross and net retention attainment metrics to target by account, by month, and go-forward renewal pipeline by account, by month. - Revenue Growth Attainment: You have developed a strong consultative relationship with your customer accounts across multiple departments/functional areas. You collaborate with your peers in Technical Account Management and Account Executives where appropriate, to execute on company strategies to achieve Cross-sell and Upsell Targets. - Customer Satisfaction & Health: Client satisfaction and product usage is maximized across assigned accounts. You’ve created a proactive engagement strategy by working with your customers to understand and drive use cases; monitor and track usage of applications, and identify and react to adoption risk. - Maintain a High Level of Product Knowledge: You are consistently informed on our product roadmap, and you understand the scenarios, features, and functions within each of the products and how these are applied to address business and technical problems for our customers. Competencies and Experience - Strategic thinker who connects customer need with DigitalEd value drivers. - Experience in direct selling environments, with a proven history of driving deep, productive relationships with customers. - Empathy and a natural curiosity that balances listening and understanding, with clear communication and execution. You are self-motivated and thrive in an environment where your day-to-day work is largely independent, with demonstrated success in managing multiple projects and tasks. - Demonstrated track record of cross-functional teamwork and alignment to a primary goal, without formal authority. - Outstanding written and verbal communication; able to communicate effectively with all levels at an organization. Lastly, our newest team member ought to be self-directed, process-oriented, adaptable, a good human, passionate about sharing knowledge and a lifelong learner themselves. To be successful in this role, diving in and embracing our product is key. Our budgeted range for this role is a base of $75,000 - $82,500 CAD per year plus a variable component that amounts to a 70/30 split between base + commission; with access to full benefits, RSP matching and 3 weeks vacation. Determining where a new hire lands within our range depends on experience and skill set, as well as the potential we see to make a profound impact. The Culture The spirit of our aspirational culture is rooted in the concept of ‘No Deposit, No Return’. If you don’t put anything into your professional experience, you won’t get anything out of it. To bring this to life, we believe in the pillars of our core values: Customer Orientation, Curiosity, Teamwork, Adaptability, Ownership, and Coaching. If any of these resonate with you, then you’re on the right path. We welcome individuals of all backgrounds, experiences, and perspectives to apply. If you require any form of accommodation during the application process, don’t hesitate to let us know and we’ll work to ensure a positive experience. Application Process We promise to read and review every application that comes through – with a magnifying glass we call the ‘Potential’ Detector. Everyone has a great story, and we’d love to hear yours. A note on AI: we don’t use AI to screen applicants Every resume is read by a human. We DO use AI during the interview process to record the transcript for calls. All interviews will be held via Zoom video conference and candidates can expect to meet various members of our team. Within seven days of receiving your application, you’ll find out if you’re moving forward in the process. #J-18808-Ljbffr