Senior Customer Success Manager, West Region

EverFi; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company in digital education solutions is looking for a Senior Customer Success Manager to oversee a portfolio of enterprise-level accounts. The role involves onboarding customers, driving adoption of products, and ensuring renewals while building strong relationships and addressing any issues that arise. Ideal candidates will have over 5 years of experience and a proven track record in Customer Success and SaaS.

Qualifications

• 5+ years of experience in Customer Success or related roles.
• Demonstrated success in managing enterprise-level accounts.
• Skilled in building strong relationships with internal and external stakeholders.

Responsibilities

• Onboard new customers and ensure they understand support processes.
• Build and manage relationships with key partners at customer organizations.
• Advocate for customers to internal teams and track customer health indicators.

Skills

Customer Success

Account Management

Data Analysis

Relationship Development

Planning

Job description

Senior Customer Success Manager, West Region

About the Role

As a Senior Customer Success Manager (CSM) at EVERFI, you will be a strategic partner to our most important customers, ensuring they achieve their desired outcomes through our digital education solutions. You will manage a portfolio of enterprise-level accounts, drive adoption, and foster long-term relationships that lead to renewals and expansion. You’ll be focused on driving greater business value through the four pillars of Customer Success:Adoption, Customer Success, Renewals and Business Support.

Responsibilities

Adoption

• Onboard new customers, advise services team behind the scenes on best practices re customer-specific details & requirements, ensuring that the customer understands how to contact and leverage support and training.
• Repeat onboarding with any upgrade/new release with a major version change, or within 30 days of employee turnover within the account.
• Partner with internal stakeholders (e.g. Product, Account teams, Implementation) to support adoption of EVERFI product within customer’s organization to align to their business goals .

Success

• Build and manage relationships with key partners and decision makers at EVERFI customers within a region .
• Manage partnership deliverables for customers and collaborate with internal stakeholders to coordinate efforts to ensure a positive experience for the customer.
• Deliver industry expertise and communicate to customers about best practices and trends .
• Advocate for customer into internal teams (i.e. Product Management, Finance, Implementation) .
• Measure and analyze customer satisfaction of customer base by product, assessing whether action is needed to address.
• Serve as point of escalation for customers.
• Develop and manage save plans in partnership with account team for at risk customers.
• Generate potential expansion and upsell opportunities, in partnership with sales team members, to grow your current customer base’s impact.
• Review new release details (features, functions, and bug fixes) with customers during success calls .

Renewals

• Support and collaborate with the regional Strategic Renewals Executive to execute a seamless renewal process for the customer, on time and with appropriate increase in fees to maintain at minimum the current revenue levels for the account .

Business Support

• Mo nitor and manage customer health indicators by maintaining up-to-date sentiment statuses (Green/Yellow/Red), ensuring accurate activity tracking, and KPI reporting within CRM and Customer Success platforms.
• Create, store, and maintain all customer success documentation in a centralized repository of record, accessible in role-based views to other functional area associates:Sales, Support, PS, and Executives.
• Collaborate closely with the Renewals team to deliver data-driven retention forecasts and assess renewal likelihood. This includes developing and maintaining a comprehensive customer health index based on behavioral and engagement metrics such as support case volume and frequency, CSM interactions, payment timeliness, product issues, training participation, and platform usage levels.

Additional responsibilities to support 4 Customer Success pillars:

• Fosters open communication & candid discussion at all levels of the organization, even on highly sensitive topics.
• Acts as a calming and settling influence in crisis situations and is looked to by others for directions and guidance.
• Takes timely, strategic actions in designing and leading groups and organizations to facilitate their working together effectively.
• Provide feedback to internal teams to inform product development and service improvements.

Client Relationships

• Develops outstanding strategic ongoing customer relationships gaining trust and respect for company.
• Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for EVERFI.

Other job duties as assigned.

Skills, Experience, and Qualifications:

• 5+ years of experience in Customer Success, Account Management, or related roles in SaaS or EdTech.
• Goal Attainment: Demonstrated success identifying business opportunities for clients and increasing adoption and utilization of company products.
• Relationship Development: Demonstrated success in managing enterprise-level accounts and driving meaningful customer outcomes. Skilled in building and nurturing strong relationships with both internal and external stakeholders, facilitating collaborative decision-making, resolving conflicts constructively, and ensuring consistent follow-through on strategic initiatives.
• Data Manipulation: Ability to digest and manipulate large data sets by use of pivot tables, lookups, and compound formulas.
• Data Analysis: Analytical problem-solving ability. Uses data analysis, reporting, and forecasting to guide business decisions.
• Planning: Track record of developing account plans with a demonstrated ability to effectively manage multiple projects and priorities across teams in a fast-paced, deadline-driven environment.
• Ability to travel as needed, approximately 25% travel is required.