Customer Success Manager (Northeast)

Raptor Technologies; Philadelphia (Philadelphia County); Remote; USD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client relationships and ensure a premier customer experience. This remote role focuses on supporting clients throughout their journey, from adoption to retention, while collaborating with sales and technical teams. The ideal candidate will possess exceptional communication and relationship-building skills, along with a strong customer-centric attitude. Join a company dedicated to innovation and safety in education, where your contributions will directly impact the well-being of students across the globe. This position offers flexibility and a robust benefits package, making it an exciting opportunity for professionals in the field.

Benefits

Flexible Paid Time Off

Paid Parental Leave

11 Paid Holidays per Year

Workplace Flexibility

Affordable Health Coverage

401(k) Employer Contribution

Company Paid Life Insurance

Pet Insurance

Qualifications

• 3+ years of experience in customer success roles with a focus on client satisfaction.
• Strong communication and relationship-building skills are essential.

Responsibilities

• Drive customer success as the first point of contact for named accounts.
• Monitor client utilization and satisfaction, implementing action plans when needed.

Skills

Customer Success Management

Relationship Building

Communication Skills

Problem-Solving

Organizational Skills

Time Management

Microsoft Office Suite

Salesforce

Gainsight

Logical Troubleshooting

Education

Bachelor's Degree

Tools

Salesforce

Gainsight

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

About Us!
Founded in 2002, Raptor has partnered with more than 60,000 schools in 55 different countries, including 5,300+ K-12 US school districts, to provide integrated visitor, volunteer, attendance, dismissal, emergency management, and safeguarding software and services covering the complete spectrum of school and student safety.
We are passionate about our mission to protect every child, every school, every day!

About the Role

The Customer Success Manager role is responsible for providing a premier customer experience for our existing client base throughout the customer journey, including adoption, expansion, advocacy, and retention. The Customer Success Manager will work closely with their sales counterpart, Technical Support, and the Professional Service team to ensure that their clients are supported and informed.
This is a remote position for candidates living in the Northeast United States.

Responsibilities

• Drive customer success as the first point of contact for customers in named accounts
• Monitor overall client utilization and success
• Provide ongoing service and support while managing the customers' expectations and implementing action plans where needed; take ownership of customer issues and partner with the appropriate teams to drive progress towards resolution
• Track and improve on churn rate and satisfaction scores in assigned accounts
• Develop, conduct, and plan regular communication, risk assessments and lessons learned sessions; develop and oversee mitigation measures to turn risks into opportunities
• Build relationships with key influencers within each assigned partner to increase overall satisfaction as measured on a routine basis
• Educate client base on solutions available as well as upgrades that align with their current and future goals and priorities
• Maintain in-depth knowledge of our products and stay up to date with ongoing product releases
• Protect business with current partners to ensure they won't be tempted to use a competitor
• Other relevant projects as needed

Qualifications

• At least 3 years experience in a customer success role
• Outstanding relationship and rapport building abilities
• Excellent verbal and written communication, presentation, and problem-solving skills
• High degree of professionalism. Ideal candidate executes consistently in a high-volume environment, is very dependable, and always approaches scenarios with a positive, customer-centric attitude
• Self-starter with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes
• Willingness and ability to work flexible hours
• Proficient in Microsoft Word, Excel, PowerPoint, and Outlook. Salesforce and Gainsight experience is a plus!
• Skilled at troubleshooting with a logical, systematic approach
• Willing to travel at least 25% to visit accounts
• Located in the Northeast United States

What's in it for you?

• You join the gold standard in school safety software.
• You will join a company where innovation and customer collaboration are part of what drives new product development to help keep kids safe.
• You will work with diverse teams made up of some of the best minds in the industry.
• You will have exposure to strong mentorship and leadership that have supported a long history of career advancement opportunities for our employees.
• You will have access to a robust benefits package that includes:
• Remote-first philosophy
• Flexible paid time off
• Paid parental leave
• 11 Paid holidays per year
• Workplace flexibility
• Affordable health coverage (medical, dental, vision), paid 100% for employee only medical
• 401(k) employer contribution to help you plan for the future
• Company paid life insurance, STD, and LTD
• Pet insurance

If you are a resident of California, Colorado, New Jersey, New York or Washington, please reach out to [e-mail] for a reasonable estimate of annual base compensation and any eligible incentive compensation. The actual compensation offered to successful candidates for roles may be higher or lower, based on non-discriminatory criteria including but not limited to relevant professional experience, geographic location, knowledge, skills, and abilities. This range will be reviewed on a regular basis.

Raptor Technologies is an Equal Opportunity Employer, providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, compensation, training, promotion, transfer, leaves of absence, and termination.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Other

Industries

Technology, Information and Internet