Customer Success Manager

Summary

Join QA Group, a rapidly growing company, as a Customer Success Manager (CSM). You will be responsible for managing client accounts, fostering strong relationships, driving platform adoption, ensuring customer satisfaction, and achieving revenue growth. This role requires developing and implementing customer success strategies, defining clients' digital skills gaps, and acting as a trusted advisor. You will need experience in onboarding, user adoption, revenue retention, and expansion leads. The ideal candidate possesses strong consultative selling skills, a data-driven mindset, and foundational knowledge of cloud platforms and related technologies. QA Group offers a competitive compensation package, including a base salary plus variable pay, along with comprehensive benefits such as paid time off, 401k matching, health insurance, and professional development opportunities.

Requirements

• Proven track record in onboarding, driving user adoption, developing mutual success plans, managing revenue retention and renewals
• Experience with expansion leads and partnering on growth strategies
• Experience managing self-service business at scale with successful lifecycle management strategy leveraging technology
• Strong in proactive value management, consultative selling, and creating business cases for executives, renewal negotiations, and qualifying expansion lead opportunities
• Has gravitas, poise, passion and an executive presence when engaging with senior leaders
• Strong skillset in creating and executing scaled motions to drive value and produce high commercial retention outcomes
• Foundational familiarity with Cloud Platform, Cyber Security, IT Service Management, Dev Ops, E-Commerce to engage with Technology, Product and Marketing functional leaders about learning goals
• Familiarity with leveraging CSP technology to scale customer engagement
• Demonstrable proof of recent learning (e.g., vendor certification, university course)
• Analytical with a data-driven mindset

Responsibilities

• Facilitate effective onboarding and training for new users
• Develop and deploy customer success strategies tailored to client needs. Understand customers’ business value drivers and success criteria to develop account plans that achieve mutual success
• Define and communicate clients’ digital skills gaps and training goals and act as an expert in the technical & digital landscape and be able to talk to clients with authority around the training that we provide. Set up curricula in partnership with the Go-to-Market Consultancy Team
• Embed yourself as a strategic advisor, build rapport and understand needs for all key stakeholders up and across all relevant functions. Leads Business Reviews and regular meetings to drive success and measurable outcomes that prove ROI
• Drive license activation and high engagement with our product and content
• Proactively manage and demonstrate value for our clients through data-driven storytelling and consultative selling
• Manage revenue retention and ensure high net and gross retention rates
• Partner with Account Executives to identify and pursue expansion opportunities
• Understand and navigate enterprise dynamics, budgeting cycles, procurement processes, forecast revenue attainment, and have a gap plan to address potential revenue churn

Preferred Qualifications

• Experience managing customer relationships in IT, Product, Engineering, Marketing, and/or Learning & Development functions
• Experience from top tech companies like Amazon, Microsoft, or Google (or their partners)
• SaaS providers such as Rackspace, VMware/Broadcom, or Digital Ocean
• SaaS companies in the EdTech space, such as Udemy or Pluralsight
• Consulting firms like Big 5, either as a past customer, or if you worked for them, particularly in software development, DevOps, or solution architecture
• Managed services experience with a media/marketing agency

Benefits

• 4 weeks of vacation per year, goes up to 5 weeks after 2 years
• 5 sick days
• 2 volunteer days
• 3 professional development days
• 12 US holidays
• 3% match on the 401k, goes up to 4% after two years, no vest
• Medical, dental and vision through Aetna - basic plans paid by the company for the employee, there is an employee contribution if premium plan is chosen and/or family members added
• FSAs, HSA (with one medical plan), supplemental insurances
• $30/month cell phone reimbursement
• $200 equipment stipend every two years
• Pre-tax commuter benefits to those based out of NYC office