Customer Success Manager

Summary

Join Niche as a Customer Success Manager and be the primary point of contact for our school partners, ensuring they receive top-tier service and support. You will manage a portfolio of accounts, proactively engage with clients via email and phone, conduct business reviews, and monitor adoption trends. Collaborate with internal teams to ensure successful implementation and address technical issues. Identify opportunities for expansion and conduct ongoing customer training and product demonstrations. Meet quarterly and annual retention goals, and serve as the voice of the customer to drive product improvements. This role requires a Bachelor's degree, strong Salesforce understanding, and 3 years of customer success experience. Higher education market experience is preferred.

Requirements

• Bachelor's 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
• Complete onboarding training
• Shadow client calls
• Gain proficiency in tech stack (Salesforce, Gong, Slack, Google Workspace, Asana)
• Work closely with your manager and mentor to learn
• Receive account assignments & work closely with Account Managers to learn assignment needs
• Provide excellent customer service through phone calls, virtual meetings, and email communications
• Adopt existing clients and onboard new clients
• Assist Account Managers in the contract renewal process
• Work cross-functionally with Customer Support, Revenue Operations, Implementation Services, and Digital Marketing Services teams to ensure client joy
• Continue to work cross-functionally with support teams
• Manage a full account portfolio
• Successfully overcome account objections
• Continue to provide excellent customer service
• Manage full account portfolio successfully
• Successfully pass cross-sell opportunities to the AM team
• Successfully retain customers and drive revenue
• Minimize account churn

Preferred Qualifications

• Preferred experience in the Higher Education market (specifically enrollment management)
• 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
• Experience with digital marketing and Google Analytics preferred
• 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 $100,000 with $120,000 OTE, plus participation in our Stock Option Program. Base compensation will be commensurate with experience and skills
• 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) wit h 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