Community Success Manager

Summary

Join Higher Logic as a Community Success Manager (CSM) and play a vital role in ensuring customer satisfaction and driving revenue growth. You will manage the entire customer lifecycle, from onboarding to renewals and upselling. Build strong relationships with customers, understand their business needs, and act as their advocate. Drive product adoption, provide community management guidance, and proactively identify solutions to customer challenges. Cultivate a best-in-class customer experience to ensure renewals and contribute to building customer advocacy. This role requires strong communication, analytical, and problem-solving skills, along with a customer-first mindset.

Requirements

• Customer first mindset
• Ability to build close-long term relationships with Customers
• Ability to drive growth: cross sell / up sell
• Ability to solve Customer problems before they arise
• Ability to effectively propose and implement new and creative ideas that incorporate both software platform features and community best practices
• Online community strategy and tactical process implementation knowledge
• Knowledge of Higher Logic Vanilla, Higher Logic Vanilla products and services
• Strong organization skills to drive multiple, simultaneous projects with the ability to accept additional responsibilities to meet the needs of the business
• Strong analytical and problem-solving skills
• Excellent communicator – both verbal and written – with strong public speaking and presentation skills
• Diplomacy, tact, and poise under pressure
• Ability to engage senior-level executives and establish credibility
• Skilled at time management and the ability to multi-task
• Must be a self-motivated team player with a positive attitude

Responsibilities

• Accountable for achieving targeted company renewal and retention rates of assigned customer book of business
• Work with the business’s strategic customers to build strong customer relationships with executives and other key stakeholders through consistent account review and outreach
• Ability to achieve unit and bookings targets
• Forecast accuracy
• Identify customer challenges and proactively identify and communicate better solutions and strategies to achieve customer business goals
• Ensure product and new feature adoption through customer communication
• Coach customers to become product experts to drive self-sufficiency
• Capture customer experience and product feedback for the company
• Solicit customer references and case studies
• Contribute to development of playbooks and tools used to drive customer engagement that include a mix of software usage and community strategy
• Recommend and adjust community engagement tactics as needed to ensure community hits company goals and KPIs
• Assist customers with best practices and strategy around community management practices such as community start-up and engagement, content plan creation, advocacy plan creation and more
• Identify upsell or cross-sell opportunities
• Conduct all business in accordance with Higher Logic policies and procedures
• All other duties as assigned

Benefits

• Competitive compensation
• Comprehensive health benefits package
• 401(k) plan with employer match
• Healthcare and dependent-care flexible spending account
• Company short-term and long-term disability insurance
• Company culture that recognizes its employees
• Room for growth and development and management that cares about your professional growth and will help you achieve your goals
• Significant advancement opportunities for outstanding performers