Senior Customer Success Professional
Há 2 dias
Role Overview In this position, you will be responsible for driving the long-term success of our partners and students. You'll own relationships with schools and families after sales, orchestrating onboarding, adoption, support, and ongoing enablement across Customer Success, Training, and Support teams. Lead onboarding of partner schools and students with a high-touch approach, defining and monitoring success plans and ensuring complete training on processes, platforms (LMS), and methodologies to achieve rapid time-to-value. Drive product adoption and customer health by tracking usage and engagement metrics, identifying risk signals, and leading QBRs/JBPs with school leadership to align goals, review results, and execute action plans. Own student success motions by implementing early-alert rules, outreach cadences, and coaching/persistence tactics, and bringing learner outcomes and stories into value conversations with partners. Coordinate visit strategies and staffing together with the Academic team, and act on feedback to continuously improve the customer experience. Oversee LMS/SIS support operations based on structured workflows, ensuring fast and transparent incident resolution and maintaining a knowledge base that reduces repeat issues and feeds into training and product improvements. Identify and qualify expansion and renewal opportunities based on adoption, results, and satisfaction, partnering closely with Sales on pricing, negotiation, and closing. Systematize the voice of the customer by consolidating insights from QBRs, support, and direct interactions, translating them into strategic inputs for Product, Instructional Design, and Technology, and coordinating enablement on new features and releases. Manage complex situations with schools and families, de-escalating conflicts and aligning on clear next steps while preserving trust and partnership. Lead and integrate the Customer Success, Support, and Training teams to deliver a seamless, consistent customer success journey across all touchpoints. Define, track, and report key success metrics (e.g., time-to-value, engagement and usage trends, support quality, and retention), ensuring accountability and continuous improvement across sub-teams. Key Responsibilities Develop and implement comprehensive onboarding programs for partner schools and students. Build and maintain strong relationships with schools and families to ensure long-term success. Drive product adoption and customer health through data-driven decision making and effective communication. Continuously improve the customer experience by acting on feedback and implementing process improvements. Requirements Bachelor's degree in Business Administration, Education, or related field. 5+ years of experience in Customer Success, Account Management, or related field. Proven track record of driving revenue growth and improving customer satisfaction. Excellent communication and interpersonal skills. Ability to work in a fast-paced environment and prioritize multiple tasks and projects.
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