Customer Success Manager

Summary

Join 12twenty, a leading platform connecting employers with elite early career professionals, as a Customer Success Manager. You will be responsible for managing client relationships, ensuring customer retention, identifying growth opportunities, and conducting account reviews. This role requires experience in higher education/career services and 4-6 years in a relevant field. The ideal candidate will possess strong communication and cross-functional skills. 12twenty offers a competitive salary, benefits including 401k and paid time off, and a flexible remote work environment. We are a fast-growing company with a passionate team and a commitment to building valuable tools for job seekers and employers.

Requirements

• Experience in higher education/career services required
• 4-6 years in customer success, account management, sales, and/or project management
• Ability to manage a large portfolio of clients and demonstrated ability to grow accounts
• Strong cross-functional skills, including the ability to motivate and influence internal team members to meet business objectives (e.g. implementation, product, sales, engineering, support)
• Ability to think on your feet and quickly grasp new concepts
• Confidence in making decisions and recommendations
• Bachelor’s degree

Responsibilities

• Serve as the main customer point of contact (post-sale) and build champions across your book of business by developing an in-depth understanding of their needs and ensuring clients have the tools to achieve their goals
• Own client retention and minimize churn by helping customers realize the value of 12twenty and how it meets their specific needs
• Proactively identify/manage new expansions within existing accounts and collaborate with 12twenty’s Partnership team on strategic customer growth opportunities
• Prepare and facilitate virtual and in-person account reviews, training, webinars, demos, and other strategic and supportive interactions
• Inspire product loyalty by helping customers adopt their technology suite and maximize product use
• Identify opportunities for process improvements within the department, share findings with leadership, and implement changes to improve efficiencies

Preferred Qualifications

• Working knowledge of Google Suite, MS Office Suite, and Salesforce
• SaaS, Higher Education, and/or Recruiting experience
• Solution Selling Experience

Benefits

• Annual compensation range: $70,000 - $75,000 base salary, $5,000 bonus
• US employees are eligible for equity
• Medical, dental, and vision benefits
• 401(k)
• Paid time off
• Competitive salary
• Generous PTO policy
• Full benefits, including 401(k)
• Regular team happy hours and activities
• Remote work flexibility