Enterprise Customer Success Manager

Qoria; United States; Remote; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401K

Paid Time Off

Job summary

Qoria, operating as Linewize in North America, seeks an Enterprise Customer Success Manager in the United States. You will nurture relationships with school districts and parental communities, reduce churn, and expand product usage across the Linewize Suite to drive revenue and customer satisfaction.

You will leverage data and training to promote customer success, manage multi-product upsell, and collaborate with cross-functional teams to resolve challenges and ensure long-term partnerships with

Qualifications

• 4+ years in Account Management/Customer Success, preferably in SaaS.
• Experience supporting multiple products and expanding customers into new products through upsell and cross-sell.
• Bachelor’s degree or 4+ years of equivalent work experience.
• Edtech experience preferred

Responsibilities

• Own retention and ARR growth for existing customers within a defined territory.
• Build relationships as a trusted advisor and advocate for the customer.
• Identify challenges early and coordinate cross-functional solutions.
• Increase usage and upsell within the Linewize Suite.
• Maintain high retention and manage a portfolio via email, calls, and meetings.
• Support adoption of Linewize Product Suite through solution-oriented support.

Skills

Account Management

Customer Success

SaaS

Upsell & Cross-sell

Education

Bachelor’s degree or 4+ years of equivalent work experience

Tools

MS Office

Google Workspace

CRM software

Job description

Want to deliver tech with purpose, with people who care?

Join us in our mission to create solutions that help keep children safe online.

Who are we?

Headquartered in Perth, Australia, with offices around the world, Qoria is an ASX-listed global leader in child digital safety technology and services. We are a purpose-driven business operating under the Linewize brand in North America and Asia Pacific, the Smoothwall brand in the UK, the Qustodio brand in EMEA, and Qoria LK in Sri Lanka.

Our solutions are used by schools, school districts, and parental communities to protect children from harmful online content, identify students at risk based on their digital behaviours, and help teachers maintain focus and safe learning environments in the digital classroom. Today, 30,000 schools and 7 million parents rely on our solutions to help keep 25 million children safe across 180 countries worldwide.

What’s the opportunity?

The Enterprise Customer Success Manager role is vital to our company’s success. You will build relationships with customers, proactively solve their problems, enhance customers usage through data analysis and training, and expand the customer throughout the Linewize Suite. In doing so, you will reduce customer churn and increase revenue, increase customer satisfaction with the product, and promote the customer’s success. You will have clear goals with the autonomy and support to ensure you are able to achieve your goals and help the company achieve its goals.

Here’s how you’ll do it:

• Ultimate ownership for retaining and increasing ARR we generate from existing T3, T4 and T5 customers within a defined territory
• Building relationships and becoming a trusted advisor and advocate of the customer
• Identifying customer challenges early and then working cross-functionally to address them
• Increasing usage and growing the customers within the Linewize Suite through upsell and cross-sell
• Maintain a high retention rate within your customer base
• Manage a portfolio of existing customers, with a goal of increasing customer usage and supporting customer concerns via email outreach, phone calls, meetings, and product check ins
• Support the customer’s adoption of the Linewize Product Suite through solution oriented support and expansion efforts.
• Increasing customers satisfaction and enjoyment of the Linewize Product Suite

What will you bring?

This role requires:

• 4+ years of Account Management/Customer Success, preferably in the technology or SaaS space and managing large or strategic accounts
• Experience supporting multiple products and expanding customers into new products through upsell and cross-sell.
• Bachelor’s degree or 4+ years of equivalent work experience
• Edtech experience preferred

To be successful in this role you must:

• Strong business acumen
• Proficiency with MS Office, Google Workspace, CRM software
• Excellent communication and presentation skills
• Strong interpersonal and relationship-building skills
• Ability to quickly build relationships and maintain strong, long-term relationships
• Ability to prioritize customers/projects and manage multiple escalations
• Excellent time management skills and the ability to work effectively with a high degree of autonomy
• Comfortable using data to inform data-driven outreach, calendar management, and task assignment
• Desire to solve customer problems and grow customer usage, product base
• Ability to work effectively as part of a team to ensure the customer’s success
• High level of empathy for both your customer and internal stakeholders

Why choose Linewize by Qoria?

In this role, you can expect:

• Comprehensive benefits package including Medical, Dental, Vision, and 401K
• Paid Time Off
• and much more

Salary Guide: $70k-$80K w/ OTE (20k-25K)

More importantly, you’ll:

• Support tech with purpose...

As a CSM at Linewize by Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.

• With people who care...

One of our values is ‘Care, Always’. Our CSMs live and breathe that, every day. We also look after each other, and help create a supportive environment for all.

• Through work that you love...

Customer service takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.

• And a career that you own...

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.

At this stage we are only accepting applications from those with full working rights.