Customer Success Analyst (Remote)

Campus Cafe Software; United States; Remote; USD 45,000 - 55,000; Full time

Job summary

An innovative EdTech company is seeking a Customer Success Manager to advocate for customers and enhance their experience. This role focuses on customer retention, engagement, and identifying growth opportunities while collaborating with cross-functional teams. You will build strong relationships with clients, understand their needs, and provide strategic recommendations to drive satisfaction and loyalty. If you're passionate about education and technology, and possess excellent communication and analytical skills, this is a fantastic opportunity to make a significant impact in the higher education sector.

Qualifications

• 2+ years of experience in Customer Success or Account Management.
• Strong analytical and organizational skills to track engagement.

Responsibilities

• Build and maintain strong relationships with existing customers.
• Drive customer renewals by ensuring high satisfaction and value realization.
• Collaborate with product, sales, and support teams.

Skills

Customer Relationship Management

Analytical Skills

Communication Skills

Problem-Solving Skills

Empathy for Educators

Education

Bachelor's Degree

Graduate Degree (considered in lieu of experience)

Job description

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Campus Cafe is an EdTech company with a vision to revolutionize and centralize management of small- to medium-sized institutions of higher education. The Customer Success Manager will be responsible for advocating for customers while coordinating internally with leadership and cross-functional teams. This role is focused primarily on the following metrics: customer retention, NPS scores, increasing adoption and engagement, gaining references, and generating revenue by identifying growth opportunities. Externally, the role is focused on strengthening partnerships and enabling customers to automate and integrate their processes to allow more time for interaction with students and focusing on business priorities. This role requires a mix of customer relationship management, product expertise, and strategic thinking, with excellent communication skills.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with existing customers to drive engagement and loyalty
• Serve as a trusted advisor to customers, understanding their business needs and objectives, to create strategic recommendations
• Proactively identify and address customer challenges to improve satisfaction and retention
• Create and monitor metrics for customer health to proactively reduce churn and increase survey scores and referenceability
• Facilitate biweekly, monthly, or quarterly meetings with all customers and provide actionable data

Customer Retention & Growth

• Drive customer renewals by ensuring a high level of satisfaction and value realization
• Identify opportunities for upselling and cross-selling additional products or services
• Implement and analyze ongoing product usage by customer to identify trends and opportunities for new features
• Provide strategic recommendations to customers that align with their business goals and student needs

Collaboration & Cross-functional Coordination

• Work closely with product, sales, and support teams to ensure a seamless customer experience
• Act as the voice of the customer by relaying insights and feedback to internal teams
• Manage escalations and advocate for customers to ensure their concerns are addressed

Required Qualifications

• Familiarity with higher education and data-driven success initiatives
• 2+ years of experience in Customer Success, Account Management, or a related role in a SaaS or PaaS environment; experience obtaining a graduate degree may be considered in lieu of industry experience
• Ability to build and maintain strong relationships with higher education stakeholders and end users
• Strong empathy for educators and students, with an understanding of the challenges inherent in academia and adoption of education technologies
• Use of consultative approach to guide customers in best practices, growth strategy, and change management
• Strong analytical and organizational skills to track engagement, renewals, and expansion opportunities
• Strong verbal and written communication skills, presentation skills, and thorough documentation
• Strong problem-solving skills and ability to collaborate cross-functionally within a smaller organization

Preferred Qualification

• Familiarity with AI in software and education and emerging trends in automation
• Experience working in higher education and/or EdTech
• Experience working with a SIS

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Software Development

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