Customer Success Manager

at  Enrollment Resources Inc

ABOUT THE COMPANY

Founded in 2003, Enrollment Resources is a software and marketing company helping schools increase their enrollment using a mix of our cutting edge technologies and professional marketing services.
Our core mission is to produce profitable, ethical, and effective solutions that improve enrollment performance for our clients. We use data science coupled with creativity to help schools attract the best students for their academic programs.
Based in Victoria, British Columbia, we offer competitive compensation, generous benefits, and fully remote work options.

QUALIFICATIONS

• Experience: 3+ years in a customer success, account management, or similar role, preferably in a B2B SaaS environment.
• Technical Aptitude: Familiarity with SaaS platforms and the ability to quickly learn and understand technical products.
• Customer-Centric Mindset: Strong ability to understand customer needs and deliver tailored solutions.
• Communication Skills: Excellent verbal and written communication skills, with a talent for building rapport and managing relationships.
• Problem-Solving Skills: Proactive approach to identifying issues and implementing solutions.
• Organizational Skills: Strong time management and multitasking abilities, with attention to detail.
• Marketing Knowledge: An understanding of digital marketing practices or direct marketing experience is a major plus.

ABOUT THE ROLE

We’re looking for an experienced and results-driven Customer Success Manager (CSM) to join our growing team. As a CSM, you will play a critical role in ensuring our clients get the maximum value from our solutions, fostering strong relationships, and driving customer retention and expansion efforts.

RESPONSIBILITIES

• Onboarding & Training: Guide new customers through a seamless onboarding process, ensuring they are set up for success and can utilize our platform effectively.
• Customer Engagement: Act as the primary point of contact for your book of business, building trusted advisor relationships and ensuring consistent value delivery.
• Retention & Renewal: Proactively monitor customer health, address issues, and implement strategies to reduce churn and maximize renewals.
• Upselling & Expansion: Identify opportunities for account growth and collaborate with the revenue team to present additional solutions or features that meet customer needs.
• Advocacy & Feedback: Serve as the voice of the customer internally, providing feedback to the product and development teams to enhance our offering.
• Reporting & Analytics: Track and report on key customer success metrics, including NRR, churn rates, and usage trends.
• Problem Solving: Address customer inquiries and challenges promptly, coordinating with support and technical teams as needed.