Customer Success Manager

Summary

Join uConnect as a Customer Success Manager to manage a portfolio of clients, drive product adoption, and ensure satisfaction. This role requires a proactive, customer-focused individual who excels at building relationships and identifying growth opportunities.

Requirements

• Bachelor’s degree or equivalent experience in business, communications, or a related field
• 3-5 years of experience in Customer Success, Account Management, or a related role within a SaaS or technology company
• Proven track record of managing a large portfolio of clients with a focus on driving engagement, mitigating risk, and upselling
• Strong communication and interpersonal skills, with the ability to build relationships and influence decision-makers
• Ability to thrive in a fast-paced, dynamic environment with a strong sense of ownership and accountability. Comfortable working in a fast-paced, start-up environment where we move quickly and wear many hats
• Excellent problem-solving and critical-thinking abilities
• Ability to work cross-functionally and collaborate with diverse teams
• Experience with CRM tools (e.g., Salesforce, HubSpot, etc.)

Responsibilities

• Serve as the main point of contact for a dedicated portfolio of 100-120 clients, building strong, long-term relationships to ensure satisfaction and loyalty
• Drive product adoption by educating clients on the full range of the product’s capabilities, helping them maximize the value of modules they have purchased
• Proactively identify potential risks and work closely with clients and internal teams to mitigate them before they escalate
• Identify opportunities for account growth through upsells and cross-sells by understanding clients’ business needs and challenges/pain points and aligning them with our product offerings
• Own the renewal process from start to finish, ensuring timely renewals by addressing any concerns, showcasing product value, and aligning the product roadmap with clients’ evolving needs
• Develop and execute success plans for each client, outlining goals, milestones, and success metrics aligned with product performance, and provide recommendations and next steps to ensure continuous improvement and value realization
• Develop trusted, strategic relationships with influencers - including Directors, Vice Presidents, Deans, and Provosts - to understand their goals, and help them maximize their usage of uConnect to elevate their work and scale their impact on student outcomes
• Cultivate customers to act as uConnect champions at external events, case studies, testimonials, and other highly visible activities
• Host workshops and best practice events to encourage adoption and engagement of the product at scale and encourage interest in opportunities to grow clients’ current offerings
• Work cross-functionally with sales, support, onboarding, customer education, product, and marketing teams to ensure a seamless client experience and successful outcomes
• Provide regular reports to internal stakeholders on client health, adoption rates, and any challenges or opportunities. Gather feedback to inform product improvements

Benefits

• Competitive compensation
• Participation in a generous employee equity stock option program