Enterprise Customer Success Manager

About Stellic

Stellic is a unified SaaS platform designed to empower all students on their way to degree completion and career success. Originally built by students to more effectively plan ahead, today we’re really proud to serve all segments of higher ed, at institutions like UChicago, Ohio State, Johnson County Community College, Cornell College, and University of Oklahoma.

A bit about our philosophy: we’ve put student experience at the heart of our platform to address some of higher ed’s biggest challenges right now.  40% of the students who enter college will get lost in navigating degree requirements and will drop out — costing $200B to institutions annually. A big cause is that most of higher ed has been using antiquated and disparate tools to manage student progress, and that’s led to low student engagement, overwhelmed advisors, wasted resources. Stellic’s response is to give students a beautiful, user-friendly experience to plan ahead and manage their progress, that helps them make informed decisions and take ownership. That data is then put to good use.  Advisors and administrators have access to student planning and progress data like never before, which helps scale support and allocate resources based on what the students need. It’s a win-win for everyone involved.

With millions of students in higher ed, Stellic’s work is far from finished. By joining our team, you’ll help get us a step closer to our mission of empowering all students to have the best-possible experiences and outcomes.

The Role

As an Enterprise Customer Success Manager, you will work on:

• Relationship Management: Become an effective point of contact for institutions. Build and cultivate deep, trusted, and transparent relationships with our Partners, exceeding their expectations during every phase of the customer lifecycle.
• Value Realization: Establish clear Partner retention and success goals, including high product adoption and high platform utilization, and own delivery of those goals. Increase product NPS from 50 to 80. Identify potential opportunities for upsell which increases the impact on campus.
• Thought Partnership: Be a strategic “voice of the customer” thought-partner for our internal teams (product, marketing, sales) to recognize potential improvements for Stellic’s Product and Partnership experience.
• Partner Training: Get high NPS and adoption from training across diverse roles (advisors, registrar). Creating training courses and educational materials.
• 100% Renewals: Own renewals for all their partners end-to-end.

You'd be a great fit for this role if you have the following skills and experiences:

• Enterprise Partner Success: Seamlessly navigate multi-stakeholder environments, forging connections at all levels within partner and internal organizations, to realize and drive long-term success
• Customer Empathy: Deep empathy for stakeholders and motivated to make them achieve their goals
• Persuasion & Influence: Articulates ideas persuasively. Influences and inspires action or decision-making. Uses compelling arguments and evidence
• Deal with Legacy Space: know how to get shit done in bureaucratic, slow orgs like govt, finance, healthcare and higher ed. Can understand the politics going behind the scene in a large institution
• Problem Solving: Able to proactively identify, share and mitigate/neutralize risks - both internally and externally. Able to be creative to figure things out in a scrappy environment to keep projects on track
• Data Analysis & Reporting: Analyze data and effectively translate into ROI realization. Comfortable with csv files and excel
• Training: Can train diverse stakeholders on a complex product.
• Documentation & Communication: Can write succinct notes, share updates with relevant stakeholders
• Focus on Impact, not Progress: Not task oriented but goal oriented
• Operationally Excellent: Managing your caseload of 25 Partners effectively
• Comfort with Commercial: Can’t shy away from up-sell or renewal conversations (commercial conversations) with Partners
• Collaborative Player: Can collaborate with sales, product and marketing teams - on their own
• Grit: Get shit done, no matter what attitude - no internal or external excuses
• Culture-fit: Natural fit for Stellic Values: My Heart is in the Work
• Passion for this role!

Why Join?

• Be part of the customer-centric team that's addressing the core issues in higher ed via an expandable platform — one that’s overwhelmingly loved by students and valued by administrators
• The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
• Work and learn from some of the most prominent thought leaders in higher ed and SaaS
• Be part of a culture where ownership, new ideas, and creativity is celebrated
• Generous stock options in a Series A stage startup
• Flexible, outcome-based culture
• Medical, dental, vision, and life insurance
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns

Salary: $80,000 - $140,000, plus equity

Some of the things we've heard:

• Student: "Having an interface that allows you to look at everything reaffirms the idea that all the work you’re putting in day-to-day, it is getting you somewhere. It is not all for naught"
• Advisor: "Just had the most AMAZING advising session...a student was changing majors and they built a new plan to show her parents within minutes. She was beaming (and so was I!)...this is incredible to use"
• Administrator: "Stellic has caused us to be more inspired about the work that we do. Having a platform that is agile, responsive, flexible and shows potential for moving forward - and a collaborative team approach - has been remarkable."

Stellic is an Equal Opportunity Employer

Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.