Customer Success Manager - EdTech
AI Summary
The Customer Success Manager at Infobase drives customer retention for key accounts by handling requests, building relationships, executing outreach and renewal processes, and analyzing usage to maintain high satisfaction and renewal rates.
About this role
Infobase exists to power informed decisions. For decades, schools, libraries, and institutions have turned to our resources to build information literacy and help learners develop the skills they need to succeed long after the classroom. We build the platforms and content that make that possible, and right now we're growing the team behind them.
Job Summary
The Customer Success Manager (CSM) is responsible for retaining revenue from our base of Key Account Customers across the Infobase customer base. CSMs are responsible for handling incoming customer requests for key accounts and executing targeted outreach campaigns to enhance customer engagement. The primary focus is on strengthening customer relationships, ensuring high satisfaction, and achieving or exceeding a target renewal rate. The CSM’s compensation is a combination of a base salary and performance-based commission.
Essential Functions
- Achieve the budget for renewals for Key Accounts.
- Support Business Development Executives by promoting cross sells to existing customers.
- Handle incoming customer requests from key accounts customers promptly and professionally.
- Build and maintain strong relationships with customers, understanding their needs and concerns.
- Develop and execute an annual Calendar of Activities to improve customer satisfaction and promote usage.
- Execute the renewal process identified by the Executive leadership team and assigned by the Customer Success Team Lead or executive team member. Execution will include targeting customers who have not renewed, asking for purchase orders, seeking invoices and other various administrative work to book renewals and ensure customer is set up for optimal usage.
- Execute specific outreach campaigns targeting customers and addressing other non-renewal matters.
- Collaborate with your direct supervisor for suggestions on how the marketing team can enhance customer usage and satisfaction.
- Take ownership of maintaining a target renewal budget for assigned market.
- Analyze customer usage patterns and provide insights to improve usage and retention rates.
- Work closely with your direct supervisor to ensure customer satisfaction and address issues promptly.
- Maintain accurate and up-to-date records of customer interactions.
- Generate reports on account status and provide regular updates to the management team.
- Lead/Participate/Engage in onboarding processes as assigned, ensuring seamless transitions for clients, and optimizing initial experiences.
- Actively lead or participate in providing product training and demonstrations to clients as needed to ensure usage KPIs are achieved and maintained.
- Assist Strategic Accounts, Multi Market Accounts and ILC accounts when assigned.
- Flag/identify customers who may be “at risk” and work with Team Lead on strategies to improve usage.
Knowledge Skills and Abilities
- Knowledge of the education technology industry and understanding of current trends and challenges.
- Exceptional written and verbal communication skills to effectively engage with clients and internal teams.
- Strong analytical and problem-solving skills to address client issues and optimize their use of our products.
- Strong organizational and time-management skills, allowing for the management of multiple client accounts simultaneously, ensuring deadlines and milestones are met.
- Exceptional customer relationship skills.
- Ability to handle customer inquiries, complaints, and requests professionally.
- Team-oriented with the ability to collaborate across departments.
- Flexibility to adapt to changing customer needs and industry trends.
- Accurate record-keeping and documentation skills.
- Proficiency in using relevant software and tools for documentation.
Minimum Qualifications
- Bachelor's degree in Business, Education, or a related field.
- Minimum of 2 Years experience in a similar role.
- Experience in EdTech roles preferred.
