Customer Success Manager

Role Overview

A Customer Success Manager at PeopleGrove is the strategic advisor to our customers. Your role is pivotal in showcasing the value of PeopleGrove's solutions, driving adoption, and ensuring that each customer achieves their desired outcomes and experiences a clear return on investment. We offer a competitive salary along with a comprehensive benefits package, including comprehensive health coverage and flexible PTO.

Key Responsibilities

● Account Management: Oversee a portfolio of client accounts, managing revenue forecasts, renewals, and contract negotiations to ensure timely and successful outcomes. Maintain a regular cadence with your accounts through a variety of channels including monthly web-based meetings, email correspondence, phone calls, and in-person meetings. Success will be measured by your impact on gross retention, net retention, and customer adoption and engagement metrics

● Relationship Building: Develop and maintain strong relationships with key stakeholders, understanding their goals and aligning PeopleGrove's solutions to meet their institutional objectives.

● Strategic Advising: Provide consultative support, including coaching and reporting, to demonstrate measurable impacts on customer outcomes. Educate customers on platform features and functionality; aligning functionality to use cases appropriate and valuable to the individual customer

● Data Analysis: Monitor customer adoption and engagement metrics to identify risks and opportunities, implementing strategies to enhance user experience and satisfaction.

● Cross-Functional Collaboration: Serve as the voice of the customer within PeopleGrove, collaborating with internal teams to inform product development and service improvements.

● Program Contribution: Participate in customer success initiatives, including customer workshops, webinars, PeopleGrove Admin Community engagement, and other customer education and engagement tactics.

● Sales Partnership: Work alongside the Sales team to develop growth plans for accounts and assist in pre-sales activities as needed.

Preferred Qualifications

● 5+ years of experience working in the higher education or non-profit industry

● 1+ year of experience in SaaS or equivalent technology sector

● Familiarity with the PeopleGrove platform, ideally as an Admin.

● Skilled in managing complex customer relationships and delivering effective solutions.

● Strong communication skills and ability to collaborate across teams and stakeholders.

● Comfortable discussing platform strategy while also diving into technical details.

● Highly organized with the ability to prioritize and manage multiple tasks.

● Passionate about education, equity, and student success, with a customer-first approach.

● Proficient in Microsoft Office, Salesforce, Vitally, and other CRM tools; quick to learn new systems.

● Willingness to travel up to 15%.