Transfr is hiring a
Customer Success Manager

Summary

Join us on our mission to make learning more intuitive and help individuals develop the skills they need for career success. We are seeking a Customer Success Manager (CSM), Gold Tier, to ensure customer value from our products, primarily leveraging digital communication channels and self-service resources.

Requirements

• At least 4 years of experience in customer success or account management
• Exceptional prioritization and organizational capabilities to manage all aspects of a $2M+/- book of business
• Ability to work independently and manage multiple customer relationships simultaneously
• Technically adaptive with capability to learn new solutions, features/functionality, and communicate those in a value-added way to customers
• Superior verbal and written communication abilities
• Adept in identifying customer risks and proactively engaging customers to equip them with solutions
• Strong presentation, negotiation, problem-solving and analytical skills
• Continuous learning mindset and detail-oriented approach to the Transfr mission to create jobs
• Proven track record of consistently exceeding objectives - self-motivated, and driven by results
• Experience with SaaS renewals, preferably in EdTech

Responsibilities

• Drive product adoption, utilization, and expansion opportunities using customer data and analytics
• Deliver on 90%+ annual subscription renewals by maximizing clients' success with our products
• Manage a steady volume of email and phone conversations with a large customer portfolio across different lifecycle stages
• Develop and maintain self-service resources to empower customers to independently find solutions
• Create scalable nurture campaigns that decrease time to value, increase product adoption and inform customers
• Ensure a seamless onboarding process for customers by providing resources, guides, tutorials, support and training webinars
• Become knowledgeable of Transfr’s solutions and service offerings, including implementation methodologies and advanced service offerings
• Create QBR and annual reports that demonstrate the value creation unique for each customer
• Secure customer feedback and share internally to influence product roadmap
• Leverage a mix of automated and manual processes to maintain information flow externally and internally document all aspects of customer accounts
• Improve on business metrics to measure Transfr’s impact, NPS, training likeability, and other metrics

Benefits

• Base salary range: $90,000 to $100,000
• Variable compensation
• Stock options
• 401(k)
• Paid vacation and sick time
• Medical/dental/vision insurance