POSITION OVERVIEW

The Customer Success Manager, Emerging Accounts (CSM, Emerging Accounts) will be responsible for managing customer relationships, ensuring successful product usage, driving customer satisfaction and retention, and growing customer accounts. The CSM, Emerging Accounts will review and develop annual success plans and provide ongoing support to customers. This role involves meeting with customers regularly (virtually and in-person), inviting them to events, driving product usage and presenting the Learning.com suite of products for expansion and upsell/cross-sell. The CSM, Emerging Accounts will need to be aware of various state standards and districts goals, adjusting their approach based on customer needs.

WHAT YOU’LL DO

• Customer Engagement and Support
• Meet with customers regularly to review their progress, gather feedback, and address any issues.
• Invite customers to relevant events and conferences to enhance engagement and learning.
• Lead customers through the annual renewal and expansion process, meeting or exceeding Net Retention Revenue (NRR) targets.
• Customer Onboarding and Success Planning
• Ensure customers have a smooth transition from sales through onboarding, serving as the customer’s continuous point of contact.
• Develop annual success plans for larger accounts, setting goals with customers to ensure they achieve their desired outcomes and maximize product usage.
• Collaboration and Coordination
• Work closely with teams such as Customer Support and Training & Services to ensure a smooth rostering and training experience.
• Work closely with Marketing to drive customer marketing programs that increase customer usage and engagement.
• Work closely with R&A team to obtain necessary data/reporting needed to demonstrate customer ROI for both retaining and growing the account.
• Work closely with the Director of Customer Success to escalate and prioritize customer feedback.
• Act as the leader of the POD, coordinating various teams as needed to support the book of business in your territory.
• Drive upsell execution and communicate upsell opportunities with the Sales team.
• Research and Analytics
• Manage and update Learning.com’s CRM systems, ensuring accurate forecasting and reporting on renewal activity and progress.
• As requested, work with the R&A team to track progress against annual success plans.
• Provide regular updates to the Director of Customer Success, the SVP of Sales & Customer Success, and the rest of the ELT as needed.
• Utilize insights from district interactions to inform and improve product utilization and customer retention rates.

SUPERVISORY RESPONSIBILITIES: INDIVIDUAL CONTRIBUTOR

Salary Range: $72k +, and variable compensation in the form of commission and/or bonuses, commensurate with experience and qualifications.