Customer Success Manager

Customer Success Manager - PeopleGrove

About PeopleGrove:

PeopleGrove is a leading higher education Career Access Platform dedicated to empowering learners with the connections and resources they need to thrive. With over 650 institutional partners, we're transforming the way students navigate their career journeys.

The Opportunity:

We are seeking a passionate and experienced Customer Success Manager to join our growing team. In this role, you will play a vital part in ensuring our clients achieve success with the PeopleGrove platform.

Responsibilities:

• Manage a portfolio of client accounts, focusing on revenue forecasting, renewals, and contract negotiations.
• Build and nurture strong relationships with key stakeholders, understanding their unique goals and aligning PeopleGrove solutions accordingly.
• Provide expert consultative support, including coaching and reporting, to demonstrate the tangible impact of PeopleGrove on customer outcomes.
• Monitor customer adoption and engagement metrics, identifying potential risks and opportunities for growth.
• Collaborate with internal teams to provide valuable insights that inform product development and service improvements.

Qualifications:

• 5+ years of experience in the higher education or non-profit sector.
• 1+ year of experience in SaaS or a related technology industry.
• Familiarity with the PeopleGrove platform is a plus.
• Excellent communication and organizational skills with a proven ability to prioritize and manage multiple tasks.
• Proficiency in Microsoft Office Suite, Salesforce, Vitally, and other CRM tools.

Compensation & Benefits:

We offer a competitive salary range of $65,000 - $80,000 per year, a comprehensive benefits package, and flexible PTO.

Qualifications

Required:

• Experience: Minimum 5 years of experience in the higher education or non-profit sector.
• SaaS Experience: Minimum 1 year of experience in the SaaS or equivalent technology sector.
• Technical Proficiency: Familiarity with the PeopleGrove platform and proficiency in Microsoft Office Suite, Salesforce, Vitally, and other CRM tools.
• Communication & Organization: Excellent communication and organizational skills with the ability to prioritize and manage multiple tasks effectively.

Preferred:

• Experience with customer success methodologies and best practices.
• Proven track record of exceeding customer satisfaction goals.
• Strong analytical and problem-solving skills.
• Bachelor's degree in a related field.

Account Management

• Manage a designated portfolio of client accounts, ensuring successful onboarding, ongoing engagement, and retention.
• Proactively monitor client health, identifying potential risks and opportunities for growth.
• Develop and execute account plans tailored to individual client needs, driving revenue growth and maximizing customer lifetime value.

Client Relationship Building

• Cultivate strong relationships with key stakeholders at each client institution, understanding their unique challenges and goals.
• Serve as a trusted advisor, providing expert guidance and support on leveraging PeopleGrove's platform to achieve desired outcomes.
• Conduct regular client meetings and workshops, fostering open communication and collaboration.

Success Measurement & Reporting

• Track and analyze key performance indicators (KPIs) to measure the impact of PeopleGrove's solutions on client success.
• Generate insightful reports and presentations to communicate progress, identify areas for improvement, and demonstrate value to clients.
• Collaborate with internal teams to refine success metrics and reporting processes.

Candidates interested in the Customer Success Manager position at PeopleGrove will first submit their resume and cover letter through the job portal. A screening process will review applications for relevant experience and skills outlined in the job description. Shortlisted candidates will be invited for a phone interview to further assess their qualifications and cultural fit.

Successful phone interview candidates will then participate in a virtual interview with the hiring manager and a member of the PeopleGrove team. This interview will delve deeper into the candidate's experience, problem-solving abilities, and understanding of the higher education landscape.

The final stage involves a case study presentation where candidates demonstrate their strategic thinking and customer success expertise. Based on the performance throughout these stages, PeopleGrove will make a hiring decision.

PeopleGrove is a leading higher education Career Access Platform committed to empowering learners with the connections and resources they need to thrive. With over 650 institutional partners, PeopleGrove is transforming the way learners navigate their career journeys. Their innovative platform provides a comprehensive suite of tools and resources designed to connect learners with mentors, internships, jobs, and valuable career guidance. PeopleGrove believes that everyone deserves access to a successful career, regardless of their background or circumstances.