Senior Manager, Customer Success

Summary

Join DataKind as a Senior Manager, Customer Success and play a pivotal role in boosting student graduation rates. This remote, U.S.-based position offers a salary range of $102,000-$107,000. You will be the primary point of contact for education customers, providing support, training, and ensuring customer retention. Responsibilities include managing the CRM, collaborating internally, and representing the customer's voice. Success will be measured by key outputs like CRM implementation, customer journey documentation, and process improvements. DataKind offers a comprehensive benefits package including flexible work schedule, generous leave policies, excellent health insurance, 401k matching, professional development opportunities, and a wellness reimbursement program.

Requirements

• Align with DataKind mission and values and experience working across lines of difference (culture, identity, and time zone)
• 5+ years of experience in building relationships within a technology product’s customer success, customer support or developer relations process
• Ability to foster client relationships with a sales-oriented approach
• Knowledge of education related products and services and the ability to navigate the sales cycle for academic institutions
• Self-motivated, results driven and persistent in the face of challenges
• Have a U.S.-based permanent address and be currently authorized to work in the United States on a full-time basis

Responsibilities

• Serve as the primary point of contact for education customers using DataKind’s student success tool software
• Provide frontline support to ensure a positive customer experience, from software customization to implementation and ongoing use
• Assist customers in learning how to use DataKind’s student success software through training materials and onboarding
• Support customer retention and sustained engagement through regular communication and events
• Manage DataKind’s CRM, providing regular reporting and updates to cross-functional teams
• Represent the "voice of the customer" within cross-functional teams, sharing feedback and contributing to the product roadmap
• Support marketing and fundraising teams with customer stories, reporting, and knowledge sharing
• Make recommendations for key external events and represent DataKind at selected events
• Maintain documentation of all client engagements in DataKind’s CRM, ensuring its value and providing regular reporting
• Log all client engagements in the CRM, evaluate data across clients, and use findings to inform client strategy
• Pilot a CRM for Student Success software institution acquisition and support
• Work with the technology team to design and create a CRM instance to support Student Success software activities
• Create initial CRM workflows for the Student Success software team's use
• Capture customer data and interactions, and develop a plan for training team members on CRM use
• Maintain the CRM system and ensure all client communications are tracked and documented at least monthly
• Fully define and document the customer journey from prospect to renewal
• Provide narrative reports and process diagrams for extending the journey to other potential products
• Conduct a full SWOT analysis and audit of the current onboarding process
• Propose and design revisions to improve the onboarding process
• Identify key metrics to measure the success of updates to the process
• Implement a process for soliciting customer feedback, analyzing the data, and sharing insights
• Develop and maintain a user FAQ for the Student Success software
• Provide useful insights to the Product and Engineering team for future version releases
• Ensure support satisfaction from customers and adherence to company-established SLAs
• Host customer events aligned to the conference season, occurring at least at 10% of events where DataKind has a presence
• Align with industry-based retention metrics and collaborate with cross-functional teams

Preferred Qualifications

• Familiarity with data science and AI products and how machine learning models work at the user level, preference for candidates who have provided client support and education for these types of technical products
• Network of contacts in higher education space especially with public education institutions and systems
• Knowledge and experience working with higher education institutions

Benefits

• Flexibility in your working schedule, including shared time off and bi-weekly meeting-free days
• Generous leave policies: Paid Parental Leave, 14 paid holidays annually and unlimited PTO
• Access to an outstanding health plan (100% of medical, vision, and dental benefits for employees and 72% for spouse/domestic partner and dependent coverage)
• 401(k) plan with employer matching up to 5% of annual salary
• Opportunities for professional development with annual budget allocation
• Wellness Reimbursement Program