Enterprise Customer Success Manager

| Austin | Remote
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What We Do
At GoGuardian, we're helping build a future where all learners are ready and inspired to solve the world's greatest challenges. Our award-winning system of learning solutions is purpose-built for K-12 and trusted by school leaders to promote effective teaching and equitable engagement while helping empower educators to keep students safe.
What It's Like to Work at GoGuardian
We are a fast-growing learning company that thrives on making bold moves and setting high standards. Working with us means joining a (mostly!) remote team of diverse, passionate, mission-driven employees who are inspired by our vision, dedicated to our customers, and comfortable with rapid change. We balance our rocketship pace with a work culture that offers unbridled support, allyship, and inclusivity...to say nothing of fun! Join our Neurodiversity ERG, attend an online magic show (and bring your kids), head to a DEI Community of Practice session, share a pet photo with other dog lovers, or relax in an online meditation class. Our culture has earned us accolades! We have been named one of Built In's 2022 Best Places to Work™ and are certified as a Great Place to Work®.
The Role
We're seeking an energetic, empathetic, and ambitious Enterprise Customer Success Manager to join our fully-remote team of passionate professionals. The demand for online tutoring has never been greater, and our customer base is booming! Reporting to our Director of Customer Success, you'll work with school administrators and staff to help them learn how to use TutorMe, drive high adoption rates among their students, and ensure our platform truly makes learning support more equitable.
As a core member of an acclaimed Customer Success team, you'll use your gift for connecting with people to foster meaningful relationships with customers and help make academic success more attainable for all students.
What You'll Do

    • Act as a proactive customer champion where you'll own and skillfully manage a book of business of our largest, most valuable customers to drive platform utilization, customer retention, engagement, and expansion initiatives
    • Bring deep curiosity and empathy to our customers with industry knowledge, business acumen, and technical understanding of TutorMe's platform
    • Engage with customers proactively to ensure successful usage metrics and improve the rapport with each of their accounts
    • Conduct periodic customer health-checks and analyze customer data to identify customer success opportunities proactively; build and execute strategies to address customer challenges accordingly
    • Drive high student engagement for your customers, and communicate their own successes across all levels of the customer organization
    • Lead retention efforts through resolving customer issues and proactively anticipating customer needs
    • Own retention, renewal, and expansion opportunities for your BOB
    • Assist with the training of peer CSMs by creating training materials and continually strive to improve product adoption
    • Partner cross-functionally to solve problems and improve our customer experience based on their needs, data, and feedback
    • Collaborate with our marketing team to build customer references, craft case studies, and co-develop resources to improve our customer experience
    • Manage the onboarding process for large customers with multiple stakeholders


Who You Are

    • 4+ years experience working in a customer-facing role in sales enablement, customer success, or account management
    • 4+ years in project and customer management
    • Passion for helping customers solve problems leveraging technology
    • Technical aptitude and ability to deeply understand TutorMe's product, the education industry, and the value of modern approaches to working with data in customer success
    • Track record of overachieving monthly and quarterly goals
    • Ability to assess risk, identify growth opportunities, and prioritize workflows to manage a proactive customer journey for all customers in your BOB
    • Strong and confident written and verbal communication skills-ability to tailor tone to resonate with various audiences
    • Comfortable communicating with high-level executives as well as young students and a talent for soothing stressed or upset customers
    • Strong creative problem-solving skills to provide optimal business or technical solutions for customers
    • Bachelor's Degree required; experience working in edtech and/or education is a bonus
    • Able to travel as needed (2x per quarter) to in-person customer meetings and educational events
    • Proactive, entrepreneurial style; eager to take initiative in a fast-paced, dynamic environment
    • Excited to help improve student success outcomes in education
    • Something else? Wonderful, we're curious to learn more about you!


What We Offer

    • Competitive pay, complete health insurance, 401(k) matching, bonuses, and an employee stock option plan.
    • Flexible time off, 13 paid holidays, paid parental leave, wellness days, and a paid year-end holiday break.
    • A robust catalog of benefits that support your professional growth and personal wellbeing: learning funds, lifestyle funds, online yoga & meditation classes, fertility & adoption reimbursement, giving funds with company match, and more...

    • Plus the intangible:

    • A varied and challenging role in a global and highly innovative high-growth company.
    • Supportive, driven colleagues who have your back and share your passion.

    • Please share this with your friends or co-workers who may be interested in working at GoGuardian! We have multiple openings and are always looking for talented people.


GoGuardian is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. GoGuardian does not discriminate against employees, applicants, interns or volunteers on the basis of race, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, pregnancy, marital status, sex, age, sexual orientation, military and veteran status, registered domestic partner status, genetic information, gender, gender identity, gender expression, or any other characteristic protected by applicable law.
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Location

Austin, TX

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