Almabase is hiring a
Customer Success Manager

Summary

Join Almabase, a leader in the alumni software space, as a Customer Success Manager (CSM) to help institutions increase alumni giving and make education affordable. As a CSM, you will be accountable for the complete post-sales customer journey, building strong relationships with customers, and identifying opportunities for expansion and retention.

Responsibilities

• Accountable for the complete post-sales customer journey
• Become the trusted advisor for each of your customers and help them achieve their alumni engagement and fundraising goals
• Build and maintain strong relationships with the champion and other key stakeholders
• Train customers on the product and leverage product workshops to ensure that they are equipped with knowledge about using Almabase
• Collaborate with customers to solve various use cases using the Almabase product
• Conduct regular check-ins & business reviews with your customers to ensure consistent engagement
• Own the churn prevention and expansion process for all your accounts. Monitor at-risk customer behavior and carry out activities to retain them
• Proactively identify opportunities for expansion and contact customers for up-sell/cross-sell
• Identify customer insights and pain points and contribute to the product roadmap by providing active feedback to the product team
• Collaborate with the Marketing team to build customer case studies, testimonials, and referrals
• Accountable for training customers on using the product
• Documenting all customer conversations and information on our CRM