Senior Customer Success Manager

Summary

Join Voxy, a leading corporate language education platform, as a Customer Success Manager. Empathize with the customer journey, understand their needs, and guide them through the onboarding process. Deliver insights on customer outcomes, coach customers to become Voxy product experts, and maintain high levels of customer engagement. Collaborate with Key Account Managers to ensure alignment on plans, drive high retention, and explore upsell opportunities. Partner with cross-functional teams to develop new solutions and help drive customer references. Prepare reports and business reviews to showcase program performance. This role requires 8+ years of relevant experience, fluency in English and Spanish, and strong problem-solving and negotiation skills.

Requirements

• 8+ years of relevant experience in a customer-facing customer success, account management or strategic consulting organization
• Fluency in English and Spanish are required, additional languages are a bonus
• Project Management experience, Problem Solving and Negotiation skills
• Strong accountability for ensuring the timely and successful delivery of services and solutions to clients within their portfolio - this includes taking ownership of all aspects of the client experience, proactively addressing challenges, and consistently meeting or exceeding client expectations
• Tech-savviness, ability to work with spreadsheets, creating reports and business reviews for clients
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption
• Strong interpersonal skills and experience building strong internal and external relationships
• Adaptability to dynamic environments
• Consistent track record of highly professional customer service in a fast-paced, dynamic environment
• Diplomacy, tact, and poise under pressure when working through customer issues
• Bachelor’s Degree

Responsibilities

• Empathize with every aspect of the customer journey/experience, putting customers’ needs first
• Understand customer's needs and help through the onboarding process
• Deliver adoption/engagement-related insights and readouts of specific customer outcomes in business reviews
• Guide and coach customers with dedicated customer success processes
• Coach customers to be Voxy product experts and train their teams on Voxy methodology so they become increasingly self-sufficient
• Maintain high levels of customer engagement and satisfaction with a focus on customer loyalty
• Partner with Key Account Managers to collaborate and communicate to ensure alignment on plans
• Work closely with Key Account Managers during renewal cycles, guaranteeing the right project being scoped for the renewal, ultimately driving high retention and engagement
• Explore upsell and expansion opportunities with Key Account Managers to increase Voxy footprint within customers
• Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
• Help drive customer references and case studies
• Compliance with Voxy's customer management tools to guarantee transparency of Customer Health and Customer Success Indicators
• Preparing reports and business reviews to customers to generate visibility of program's performance

Preferred Qualifications

• Experience in directly interfacing with HR departments would be highly beneficial
• Prior experience in the (EdTech) sector
• Experience in managing education programs

Benefits

• Competitive salary, bonus, and stock options
• Great benefits: medical insurance, cell phone & wifi reimbursement, home office & wellness budget, team events
• Remote-friendly work policies
• Professional development budget
• Language classes w/ Voxy