Customer Success Manager

Summary

Join Go1's team as a Mid-Market Customer Success Manager and drive customer value, retention, and growth in the US market. This role focuses on ensuring customer satisfaction, maximizing adoption of Go1's learning solutions, and guiding clients. You will collaborate with internal teams, manage relationships, and provide consulting. The position requires strong analytical skills, the ability to develop account plans, and thriving in a fast-paced startup environment. Go1 offers a competitive compensation package including base pay ($87,000-$97,000), quarterly bonuses, and employee stock options. The company prioritizes a positive and diverse work culture.

Requirements

• At least 3 years of demonstrated history of surpassing company KPIs, including customer retention, health scores, product adoptions, and customer satisfaction (Ideally in L&D/Ed-Tech/Saas)
• Excel at establishing meaningful connections with customers at different leadership levels, leading impactful conversations that drive action and deliver results
• You love diving into customer data and uncovering trends and insights that lead to further engagement with the Go1 product
• Reliable and considerate teammate who values diverse perspectives while confidently advocating for your convictions
• Leverage your experience in client success planning, utilizing discovery questions, active listening, and synthesis of client goals to uncover hidden needs and address core challenges effectively

Responsibilities

• Build and nurture strong relationships across new and existing high-value customers to better achieve their needs and manage all reporting of health within accounts
• Execute successful implementations and deployment of the Go1 content solution across our accounts in partnership with our Onboarding, Content, and Customer Experience teams
• Develop deep, multi-threaded relationships with decision-makers at your customer's organization
• Lead Quarterly Business Reviews within your large business portfolio to identify opportunities for growth
• Maintaining a very clear view of current quarter and future quarter opportunities and forecast
• Collaborate with product, design, and engineering teams to provide informed recommendations for Go1s product roadmap that enhance the customer experience
• Partner cross-functionally with Sales, Support, Marketing, and Operations teams to drive efficiencies throughout the account lifecycle Drive revenue for Go1
• Contribute to the strategy of the team - you will be expected to create a strategy around new processes/ideas
• Can confidently and persuasively tell a compelling story and own the room
• Strong analytical skills and the ability to develop and run long-term account plans
• Comfortable in a startup environment that moves at a fast pace, with a direct, open, and honest culture

Benefits

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Insurance benefits with generous premium coverage
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One time work from home office set up budget
• Unlimited access to the Go1 Learning Hub
• Professional development fund
• Volunteer leave to give back to the community
• PTO + Wellbeing days
• Flexible public holidays - take the days off that are important to you, swap out the ones that are not
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program