Enterprise Customer Success Manager

Summary

Join Stellic as a Customer Success Manager and play a pivotal role in our mission to revolutionize higher education. You will build and maintain strong relationships with institutional partners, ensuring their success with our platform. This involves setting and achieving partner retention and success goals, driving high product adoption, and identifying upsell opportunities. You will also act as a strategic voice of the customer, providing valuable feedback to internal teams. Furthermore, you will develop and deliver training programs, manage partner renewals, and contribute to a collaborative and innovative team environment. This role offers a unique opportunity to make a significant impact on the lives of students and contribute to the growth of a promising organization.

Requirements

• Bachelor's degree, minimum
• Professional background in higher education, or education technology
• Seamlessly navigate multi-stakeholder environments, forging connections at all levels within partner and internal organizations, to realize and drive long-term success
• Deep empathy for stakeholders and motivated to make them achieve their goals
• Articulate ideas persuasively. Influence and inspire action or decision-making. Use compelling arguments and evidence
• Know how to get shit done in bureaucratic, slow orgs like government, finance, healthcare and higher ed. Understand the politics going behind the scene in a large institution
• Proactively identify, share and mitigate/neutralize risks - both internally and externally. Exercise creativity to figure things out in a scrappy environment to keep projects on track
• Analyze data and effectively translate into ROI realization. Comfortable with csv files and excel
• Train diverse stakeholders on a complex product (enterprise B2B SaaS)
• Write succinct notes and share updates with relevant stakeholders
• Not task oriented but goal oriented
• Manage your caseload of 25 Partners effectively
• You don't shy away from up-sell or renewal conversations (commercial conversations) with Partners
• You collaborate with sales, product and marketing teams independently
• You get stuff done, no matter what attitude - no internal or external excuses
• You're a natural fit for Stellic Values: My Heart is in the Work
• Passion for this role!

Responsibilities

• Become an effective point of contact for institutions
• Build and cultivate deep, trusted, and transparent relationships with our Partners, exceeding their expectations during every phase of the customer lifecycle
• Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals
• Increase product NPS from 50 to 80
• Identify potential opportunities for upsell which increases the impact on campus
• Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Stellic’s Product and Partnership experience
• Get high NPS and adoption from training across diverse roles (advisors, registrar)
• Creating training courses and educational materials
• Own renewals for your partners end-to-end

Benefits

• Medical, dental, vision, and life insurance
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns
• Salary: $80,000 - $165,000, plus equity
• Generous stock options in a Series A stage startup
• Flexible, outcome-based culture