Fast Facts

Join Learning.com as a Customer Success Manager for Emerging Accounts, where you'll drive customer satisfaction and retention by managing relationships, onboarding clients, and ensuring successful product usage in a fully remote role.

Responsibilities: Manage customer relationships, ensuring product usage, driving satisfaction, and leading renewal processes, while collaborating with various internal teams.

Skills: Strong customer focus, excellent communication, problem-solving, and organizational skills, with the ability to work in a fast-paced environment and collaborate across teams.

Qualifications: Bachelor's degree in a related field with 5-7 years of experience in customer support or account management, preferably in the education technology industry.

Location: Fully remote with occasional travel required

Compensation: $72000 / Annually

Customer Success Manager, Emerging Accounts

Location: Fully remote / occasional travel 

MAKE A DIFFERENCE 

At Learning.com, we believe that when K-12 students, regardless of their circumstances, develop healthy and proficient relationships with technology, they are better equipped to improve academic outcomes, develop practical life skills, and foster more meaningful connections with others. We accomplish this by attracting, developing, and retaining exceptional employees representing different experiences, backgrounds, and perspectives to empower educators with the confidence, skills, and resources to integrate technology into day-to-day instruction, showcasing the power and the guardrails of safe technology use for students’ creation and consumption.

Serving millions of students across the US and around the world since 1999, Learning.com delivers engaging and effective lessons, professional development and an easy-to-use SaaS platform that adapts to meet the unique needs of students and educators in developing digital citizenship, computer science, coding, artificial intelligence, and fundamental digital skills. 

POSITION OVERVIEW

The Customer Success Manager, Emerging Accounts (CSM, Emerging Accounts) will be responsible for managing customer relationships, ensuring successful product usage, driving customer satisfaction and retention, and growing customer accounts. The CSM, Emerging Accounts will review and develop annual success plans and provide ongoing support to customers. This role involves meeting with customers regularly (virtually and in-person), inviting them to events, driving product usage and presenting the Learning.com suite of products for expansion and upsell/cross-sell. The CSM, Emerging Accounts will need to be aware of various state standards and districts goals, adjusting their approach based on customer needs.

WHO YOU ARE 

• You are passionate about helping students create healthy & proficient relationships with technology 
• You are hungry, humble & smart 
• You are comfortable and thrive in a dynamic, fast-paced environment of rapid change and growth 
• You act with compassion and respect for customers, partners, and colleagues 
• You actively collaborate, constructively challenge ideas and seek opportunities to learn & grow 
• You have an overall curiosity for artificial intelligence (AI) and other tech innovations 

WHAT YOU’LL DO

• Customer Engagement and Support 
• Meet with customers regularly to review their progress, gather feedback, and address any issues. 
• Invite customers to relevant events and conferences to enhance engagement and learning. 
• Lead customers through the annual renewal and expansion process, meeting or exceeding Net Retention Revenue (NRR) targets. 
• Customer Onboarding and Success Planning 
• Ensure customers have a smooth transition from sales through onboarding, serving as the customer’s continuous point of contact. 
• Develop annual success plans for larger accounts, setting goals with customers to ensure they achieve their desired outcomes and maximize product usage. 
• Collaboration and Coordination 
• Work closely with teams such as Customer Support and Training & Services to ensure a smooth rostering and training experience. 
• Work closely with Marketing to drive customer marketing programs that increase customer usage and engagement. 
• Work closely with R&A team to obtain necessary data/reporting needed to demonstrate customer ROI for both retaining and growing the account. 
• Work closely with the Director of Customer Success to escalate and prioritize customer feedback. 
• Act as the leader of the POD, coordinating various teams as needed to support the book of business in your territory. 
• Drive upsell execution and communicate upsell opportunities with the Sales team. 
• Research and Analytics 
• Manage and update Learning.com’s CRM systems, ensuring accurate forecasting and reporting on renewal activity and progress. 
• As requested, work with the R&A team to track progress against annual success plans. 
• Provide regular updates to the Director of Customer Success, the SVP of Sales & Customer Success, and the rest of the ELT as needed. 
• Utilize insights from district interactions to inform and improve product utilization and customer retention rates. 

WHAT YOU’LL BRING

• Customer Focus and Problem-Solving 
• Strong focus on customer satisfaction and experience. 
• Excellent problem-solving skills with the ability to resolve customer issues promptly and effectively. 
• Understand data and how to use it to help customers achieve their goals. 
• Excel at consultative selling, meeting or exceeding NRR goals to grow existing accounts. 
• Collaboration and Communication 
• Strong collaboration skills, with the ability to work effectively with cross-functional teams including Sales, Customer Support, Customer Training, Marketing, R&A and Product Development. 
• Excellent communication and presentation skills, capable of conveying technical concepts in a clear and compelling manner. 
• Ability to present both internally and externally to leadership. 
• Organization and Time Management 
• Strong organizational skills with the ability to manage multiple customer accounts and priorities effectively. 
• Ability to work independently and as part of a team in a fast-paced, dynamic environment. 
• Bachelor's degree in Business, Marketing, Communications, or a related field; or equivalent field experience. 
• Minimum of 5-7 years of related experience in customer support or account management. 
• Proven track record of successfully managing customer relationships and driving product usage and renewal. 
• Experience working in the education technology industry is a plus.
• Knowledge, experience and an overall curiosity leveraging artificial intelligence (AI) for optimization of business practices

Reports to: Director of Customer Success

Department: Customer Success

Supervisory Responsibilities:  Individual Contributor

Salary Range: $72k +, and variable compensation in the form of commission and/or bonuses, commensurate with experience and qualifications.

WE CARE ABOUT YOU 

We work hard to create a culture where we take care of ourselves and each other. We foster an environment where everyone is encouraged to bring their unique personalities and skills to work every single day. 

We offer a comprehensive and competitive benefit package that includes but is not limited to medical/dental/vision coverage, 401k plan with matching, Long and Short-term disability and Life insurance, Employee Assistance Program, Flexible Spending & Health Savings accounts, and health, wellness, and professional development benefits. 

APPLY NOW AND JOIN A TEAM THAT’S DYNAMICALLY CHANGING & GROWING! 

GENERAL INFORMATION 

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified. Management has the right to assign or reassign duties and responsibilities to this job at any time. 

We are serious about our commitment to Inclusion, Diversity, Equity, and Awareness. All applicants will be considered for employment without attention to race, color, religion, sex, national origin, Veteran, disability status, pregnancy, gender expression or identity, sexual orientation, or any other legally protected status.

Reasonable accommodations are available for qualified individuals with disabilities upon request.

For more information, visit us online.