Customer Success Manager

Summary

Join Niche as a Customer Success Manager and be the primary point of contact for our school partners. You will manage a portfolio of accounts, ensuring client satisfaction and retention. Responsibilities include onboarding new clients, conducting regular calls and reviews, and collaborating with other teams to address client needs. This role requires a Bachelor's degree, 3 years of customer success experience, and strong Salesforce knowledge. We offer a competitive salary with uncapped commission, a comprehensive benefits package including health insurance, paid time off, parental leave, and a flexible work environment.

Requirements

• Bachelors degree required
• A strong understanding of Salesforce is required
• 3 years of experience in a customer success role

Responsibilities

• Manage a full account portfolio and relationships with customers to drive long-term adoption and high client health
• Serve as the primary point of contact and manage customer communication by proactively engaging with customers: communicating via email and phone, and conducting formal business reviews (overall and by product)
• Cultivate a trusted advisor relationship with stakeholders and executive sponsors
• Monitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needs
• Maintain overall health of accounts to ensure account success increases
• Manage customer onboarding for new customers via the handoff from the net new sales team
• Collaborate with Operations to ensure the IS team has everything they need to implement successfully
• Collaborate with technical support to assist in triaging customer technical issues or product questions
• Identify opportunities and work with Account Managers to help be the conduit to allowing them to drive expansion within current accounts
• Conduct ongoing customer training
• Present product demonstrations
• Support customers and solve problems for specific and individualized use cases
• Strong understanding of the platform and product suite
• Serve as the voice of the customer to drive improvement and provide a customer feedback loop to product and data teams
• Meet personal quarterly and annual dollar retention goals

Preferred Qualifications

• Preferred experience in the K12 education market
• Experience with digital marketing and Google Analytics preferred
• Someone who is data-driven, problem-solving, and inquisitive
• Exemplifies Niche’s core values: We do right by each other, We play to win. Not to not lose., We make no excuses., We embrace a growth mindset
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Customer-centric approach with a focus on building trust and rapport
• Ability to manage a portfolio of accounts effectively
• Understanding of the product or service and its value proposition
• Data-driven literacy to analyze customer retention and identify trends

Benefits

• Our national target base salary is $65,000, plus uncapped commission and participation in our Stock Option Program. The OTE (On Target Earnings) for this role will be $125,000
• Best-in-class 100% paid employee health plan, including vision and dental and supplemental coverage
• Flexible Paid Time Off Policy
• Stipend that allows you to build your work from home office in a style and function that suits your personal preferences
• Parental leave for all employees (12 weeks fully paid) in addition to short term disability for birthing parents
• Meaningful 401(k) with employer match
• We are a fully flexible workforce empowering our employees to choose to work remotely, in our Pittsburgh office or whatever combination suits you