Digital Education Specialist

About the Role

Our organization seeks a Customer Success Manager with experience, passion, and proven talent to join our team. As a Customer Success Manager (CSM), you will support the customer lifecycle, focusing on customer onboarding, adoption, retention, and advocacy.

You will be integral in building trusted relationships with educators, providing expert guidance and specialist training, and coordinating with internal teams to support customers' strategic goals and business outcomes.

Key Responsibilities:

• Have a passion for higher education, lifelong learning, and our mission.
• Act as a trusted advisor, being an expert in our product portfolio, leading with digital technologies.
• Engage, maintain, and build trusted relationships with key university stakeholders, such as lecturers, academics, faculty staff, and teaching and learning staff.
• Build territory knowledge, ensuring alignment of products with customer goals, academic programs, and strategic outcomes.
• Understand product functionality, features, and best practices across all products.
• Excel in project management and prioritization, managing multiple customers, thinking ahead, and solving problems.
• Provide implementation and integration set up with institutions' LMS and IT stakeholders.
• Proactively onboard, engage, and support customers through all phases of the customer journey.
• Develop and execute customer success strategies, using an engagement model and customer milestones, to drive product adoption and maximize value.
• Provide ongoing specialist training and strategic advice to customers, helping them align product use with their goals and maximize ROI.
• Manage and maintain customer data to ensure data integrity and visibility.
• Ability to analyze customer usage data and trends to understand product engagement and insights for improving customer experience.
• Address customer inquiries and issues promptly, coordinating with tech support teams as needed.
• Collaborate with internal teams to address feedback, resolve issues, and ensure smooth delivery of products and services.
• Monitor customer health metrics, success KPIs, opportunities, risks, ensuring alignment with leadership and business goals.
• Ensure high customer retention and satisfaction by delivering exceptional service and support.
• Identify opportunities for upselling additional products or services and work with sales on renewals to drive revenue growth.
• Gather feedback and insights from customers to drive product improvements.
• Contribute to resources to drive business improvement initiatives and optimize results.
• Collaborate closely with Sales to ensure strategic alignment and prioritization across activities that support customer adoption, retention, expansion, and advocacy.
• Collaborate internally with Sales, Service, Marketing, and Product on key initiatives, campaigns, feedback, and reporting requirements.

Candidate Profile

To be successful in this role, you will ideally have:

• A degree or equivalent experience.
• 2+ years' experience in a customer success or related client-facing account management role.
• Experience with the education market, educational software, and Learning Management Systems (LMS).
• Teaching or training experience in the higher education or education technology sector is highly regarded.
• Savvy with digital technologies, with the ability to train, support, and present to customers effectively.
• Excellent interpersonal and communication skills, with the ability to build and maintain customer relationships and work cross-functionally.
• Excellent problem-solving and critical thinking skills, with the ability to work independently and collaboratively.