Customer Success Manager

Customer Success Manager

Relationship Management - Account Growth - Solution Advocacy

*DigitalEd is a fully remote global organization, headquartered in Waterloo, Ontario, Canada, with employees working remotely throughout the UK, USA, Australia, the Philippines, and Brazil. This position is open to candidates residing anywhere throughout British Columbia, Alberta, Ontario, and East Coast Canada.

DigitalEd has a simple and resonant purpose — to shape the world through digital learning.  As a SaaS company in the online learning market for higher education, our Möbius platform is a comprehensive solution designed for the unique needs of teaching science, technology, engineering, and mathematics (STEM).  It is a product that impacts the way students learn STEM, and with that kind of footprint in the world, imagine the team we are building behind the scenes. To support our growth and trajectory, we are looking for a Customer Success Manager to join our team.

This role exists at DigitalEd to build lasting relationships with our customers in order to retain and grow them. This role is primarily responsible for providing exceptional service, being a trusted voice for our customers, and partnering with them to achieve their goals through our solutions. With a primary target of growth and retention, the Customer Success Manager collaborates with other members of DigitalEd in Support, Sales, Product and Marketing, all with an eye to foster deeper relationships with our Champions and create a high touch experience for our customer accounts.   

The ideal Customer Success Manager is detail-oriented, laser-focused on revenue retention and growth, and is able to collaborate with technical and non-technical stakeholders. You take pride in being a proactive problem-solver and are driven by supporting and delighting your customers, effortlessly bringing even the most difficult issues to a positive resolution. If you have exceptional communication skills, a high level of customer service "EQ," and a passion for turning partnerships into tangible growth, this is the role to leave your mark on.

Outcomes and Key Responsibilities: What’s Expected of You

• Relationship Management: Manage a portfolio of customer accounts, identify internal champions to partner with and nurture relationships, and broaden our exposure across various levels and departments.
• Account Reviews: Conduct Partnership Review meetings with customers on a regular cadence in accordance with their needs.
• Pipeline Management: Maintain a healthy pipeline, provide clear visibility to the executive team on upcoming renewals for the current and next quarter. Provide coverage of Growth and Upsell and Cross-sell targets within existing accounts. Participate in business reviews, and deliver progress / status reports on opportunities.
• Business Planning:  Build and implement business plans for each account that incorporates usage data, customer initiatives, and retention and growth targets for attainment.  Own your book of business with pride and integrity for your customer’s experience with DigitalEd. 
• Collaboration across the Customer Journey: Participate in planning and alignment discussions with your peers in Technical Account Management and Account Executives to ensure smooth transitions from one phase of the journey to the next, from exploration and discovery, through onboarding and operational excellence. 
• Community Development: Seek and Identify customer candidates for representative roles across the user community, and case studies on behalf of DigitalEd.
  
  

Measures of Performance: How You Know You’re Doing Well

• Retention and Customer Relationships: You have a thorough understanding of each account's usage and what they need to sustain existing levels of adoption. You proactively engage with customers across both operational and management positions to promote use of the solution and showcase ROI and value. You are seen as a trusted advisor, as you thoroughly understand their business and empathize with their circumstances. You meet or exceed your target of 100% gross and net retention attainment metrics to target by account, by month, and go-forward renewal pipeline by account, by month.
• Revenue Growth Attainment: You have developed a strong consultative relationship with your customer accounts across multiple departments/functional areas. You understand their business objectives, and are adept at identifying new Upsell and Cross-sell opportunities through any of our product/service offerings. You collaborate with your peers in Technical Account Management and Account Executives where appropriate, to execute on company strategies to achieve Cross-sell and Upsell Targets.
• Customer Satisfaction & Health: Client satisfaction and product usage is maximized across assigned accounts. You've created a proactive engagement strategy by working with your customers to understand and drive use cases; monitor and track usage of applications, and identify and react to adoption risk (both in terms of threats and opportunities). In partnership with your customers and Technical Account Managers (where applicable), you've built success plans to ensure achievement of their goals and defined success metrics. 
  
• Maintain a High Level of Product Knowledge: You are consistently informed on our product roadmap, and you understand the scenarios, features, and functions within each of the products and how these are applied to address business and technical problems for our customers. You maintain a level of competency in delivering “Discovery Demos” to help spark interest in growth opportunities, identifying opportunities to deepen the discussion with the support of the Technical Account Management team, as needed. You proactively collaborate with product management and development functions to channel client feedback and enhancements as appropriate.
  

Competencies and Experience: The Stuff the Makes You Great at This

• Strategic thinker who connects customer need with DigitalEd value drivers.
• Experience in direct selling environments, with a proven history of driving deep, productive relationships with customers.
• Empathy and a natural curiosity that balances listening and understanding, with clear communication and execution. You are self-motivated and thrive in an environment where your day-to-day work is largely independent, with demonstrated success in managing multiple projects and tasks.
• Demonstrated track record of cross-functional teamwork and alignment to a primary goal, without formal authority.
• Outstanding written and verbal communication; able to communicate effectively with all levels at an organization.
  
  

Lastly, our newest team member ought to be self-directed, process-oriented, adaptable, a good human, passionate about sharing knowledge and a lifelong learner themselves.  To be successful in this role, diving in and embracing our product is key. Our budgeted range for this role is a base of $75,000 - $82,500 CAD per year + a variable component that amounts to a 70/30 split between base + commission; with access to full benefits, RSP matching and 3 weeks' vacation. Determining where a new hire lands within our range is dependent on their experience and skillset, as well as the potential we see to make a profound impact.

The Culture Part - How you Know if this Place if for You

The spirit of our aspirational culture is rooted in the concept of ‘No Deposit, No Return’. If you don’t put anything into your professional experience, you won’t get anything out of it. To bring this to life, we believe in the pillars of our core values: Customer Orientation, Curiosity, Teamwork, Adaptability, Ownership, and Coaching. If any of these sentiments strike a chord, then you’re on the right path. 

We know that diverse teams make strong teams, so we welcome individuals of all backgrounds, experiences, and perspectives to apply. If you require any form of accommodation during the application process, don’t hesitate to let us know and we’ll work to ensure it’s a positive experience for you.

Read through this posting and not sure if you’re qualified? Apply anyways. You never know where it could go, and we promise to read and review every application that comes through - with a magnifying glass we like to call the ‘Potential’ Detector. Everyone has a great story, and we’d love to hear yours. A special note on the use of AI: we don’t use AI to screen applicants! Every resume is read by a human. Someone who looks for the possibility of what impact you could make here.  We DO use AI during the interview process to record the transcript for calls. In an effort to be more present and engaged in our discussions, we incorporate an AI Companion to summarize conversations and highlight key takeaways. 

Within seven days of us receiving your application, you'll find out if you're moving forward in the process or not. All interviews will be held via Zoom video conference, and candidates can expect to meet various members of our team as we embark on a remote recruitment process to find the next great Customer Success Manager to join DigitalEd.