Customer Success Manager, WA

Position Overview:

The Customer Success Manager plays a pivotal role in nurturing and maintaining relationships with partners post-sale. They focus on understanding the business goals of our clients, ensuring that the product or service provided continually aligns with and supports those objectives. Their responsibilities include delivering a superior experience, promoting satisfaction, and optimizing product adoption. Our goal is to establish a referenceable customer base of enthusiastic fans! 

• Serve as the primary point of contact and account manager for broker partners, associations and/or schools, with deep understanding of customers’ business goals and pain points.  
• Collaborate with site staff to provide oversight on external events (such as open houses, career expos, lunch & learns) and to brainstorm on new ways to drive engagement at campus locations, while delivering white-glove service.  

• Own customer engagement from start to finish, including onboarding, nurturing, customer sales, account retention and growth. Ensure that customer has clear path to promoting partnership benefits to drive direct enrollment/revenue.
• Must develop a deep understanding of brand products, services, and systems to support partner needs.
• Establish, manage, and grow value-based relationships though exceptional communication and follow through to ensure customer satisfaction, resulting in high customer retention.
• Serve as voice of the customer to prioritize feature requests and platform improvements during product/brand discussions to improve our business solutions using the customer feedback loop.

• Bachelor's degree in business administration or related field required. 
• The ideal candidate has experience (2-3 yrs) in sales and account management, especially supporting B2B strategy in a B2C organization.
• Experience with HubSpot, NetSuite and/or other CRM tools preferred
• Experience with data driven account management & familiarity working toward direct revenue targets
• Comfortable working in a team environment while developing independent plans to achieve sales/revenue goals within assigned accounts.
• Strong work ethic and ability to manage elevated levels of volume across multiple customers and projects, with varying degrees of priorities, while fostering retention and loyalty in a fast-paced environment

• Project plan and management skills
• Excellent verbal and written communication skills