Customer Success Manager

Summary

Join Transfr, a company focused on creating career pathways through immersive training simulations, as a Customer Success Manager. This role, within the Customer Experience division, centers on ensuring customer value from Transfr's products, primarily using digital channels and self-service resources. The position is crucial for minimizing churn and maximizing retention efficiently. The Customer Success Manager will report to the RVP of Customer Success and requires up to 50% travel within a specified territory (WI, MN, IA, ND, SD). Candidates must reside in one of these states. This role offers a competitive salary and benefits package.

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
• Willingness to travel up to 50% of the time
• Must be authorized to work in the United States without restriction

Responsibilities

• Drive product adoption, utilization, and expansion opportunities using customer data and analytics to monitor utilization and customer health, identify patterns hindering adoption, and engage at-risk accounts with strategies to prevent churn and ensure customer satisfaction
• Deliver on 90%+ annual subscription renewals by maximizing clients' success with our products and engaging customers well in advance of renewal dates to secure on time renewals
• Ensure a seamless implementation process for customers by following the phases outlined, including onsite and virtual Professional Learning as appropriate
• Become knowledgeable of Transfr’s solutions and service offerings, including implementation methodologies and advanced service offerings to provide accurate and relevant information to customers
• Communicate utilization data that demonstrates the value creation unique for each customer on a cadence agreed upon together
• Contribute to the development and maintenance of self-service resources, ensuring customers have the tools they need to independently find solutions
• Assist in creating scalable campaigns to educate customers, reduce time to value, and foster increased product adoption
• 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, Professional Learning and other metrics to provide Transfr with insight into the health of its customer relationships and areas to improve

Benefits

• Stock options
• 401(k)
• Paid vacation and sick time
• Medical/dental/vision insurance