Description

Job Title: Customer Success Manager

Responsibilities

• Account Management: Oversee a portfolio of client accounts, managing revenue forecasts, renewals, and contract negotiations to ensure timely and successful outcomes. Maintain a regular cadence with your accounts through a variety of channels including monthly web-based meetings, email correspondence, phone calls, and in-person meetings. Success will be measured by your impact on gross retention, net retention, and customer adoption and engagement metrics
• Relationship Building: Develop and maintain strong relationships with key stakeholders, understanding their goals and aligning PeopleGrove’s solutions to meet their institutional objectives.
• Strategic Advising: Provide consultative support, including coaching and reporting, to demonstrate measurable impacts on customer outcomes. Educate customers on platform features and functionality; aligning functionality to use cases appropriate and valuable to the individual customer
• Data Analysis: Monitor customer adoption and engagement metrics to identify risks and opportunities, implementing strategies to enhance user experience and satisfaction.
• Cross-Functional Collaboration: Serve as the voice of the customer within PeopleGrove, collaborating with internal teams to inform product development and service improvements.
•  Program Contribution: Participate in customer success initiatives, including customer workshops, webinars, PeopleGrove Admin Community engagement, and other customer education and engagement tactics.
•  Sales Partnership: Work alongside the Sales team to develop growth plans for accounts and assist in pre-sales activities as needed.

Preferred Qualifications

• 5+ years of experience working in the higher education or non-profit industry
• 1+ year of experience in SaaS or equivalent technology sector
• Familiarity with the PeopleGrove platform, ideally as an Admin.
• Skilled in managing complex customer relationships and delivering effective solutions.
• Strong communication skills and ability to collaborate across teams and stakeholders.
• Comfortable discussing platform strategy while also diving into technical details.
• Highly organized with the ability to prioritize and manage multiple tasks.
•  Passionate about education, equity, and student success, with a customer-first approach.
• Proficient in Microsoft Office, Salesforce, Vitally, and other CRM tools; quick to learn new systems.
• Willingness to travel up to 15%.

Application Instructions

Equal Opportunity Employer