Company Overview

Schoox is a uniquely agile learning and talent development platform. We help businesses of all sizes shift from traditional, compliance-based training to an approach that unlocks and accelerates employee potential as well as business growth.

Our platform moves beyond the basics of learning management so companies can identify the difficult-to-measure impact of their learning and development programs on their overall business performance.

Position Summary

Customers are the lifeblood of our company and we’re looking for a results-driven Customer Success Manager to engage, retain, and enable our customers to fully utilize our platform.

You will be responsible for helping customers grow and achieve their goals while developing and nurturing customer relationships that promote retention and loyalty. Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

As a CSM you will be managing a few of our customers and driving adoption and outcomes that lead to renewals, expansion, and advocacy across your portfolio. You will drive retention and growth by understanding customers' business needs and helping them accomplish their goals.

You will also gauge customers’ levels of engagement with the company and provide feedback to other teams regarding product and service improvements.

Part of your job is risk management; therefore, you will help detect any early signals of at-risk clients through the use of Customer Success-related platforms and data. You will follow playbooks, adding your personal touch to address issues, and provide an optimal path for escalation.

In a nutshell, you will be the human face behind an amazing product. You will become the person our customers rely on to get an important job done well.

This job is fully remote.

Responsibilities

Establish clear retention goals and process milestones for the client and employees to work toward

Deliver and communicate ROI for our clients throughout the customer lifecycle

Understand customer outcomes and act on them by converting feedback into clear priorities and influencing the product’s vision and direction

Represent the voice of the customer to provide input into every core product, marketing, and sales process

Analyze customer metrics and feedback, including product usage, customer satisfaction and NPS surveys, and other KPIs

Provide insights to customers to ensure they get the most out of the platform with the aim of helping grow our customer base

Be the main point of contact between the company and its customers and develop trusted, long-term relationships with them

Promote the value of the product throughout the customer experience; upsell products and services in alignment with brand image

Review customer complaints and concerns and seek to improve all aspects of the customer experience

Maintain high levels of customer engagement and satisfaction in terms of the customers’ adoption trends, sentiment, and mining opportunities for deeper engagement

Be responsible for the renewal process

Conduct Business Reviews (BRs) with customers

Requirements

3+ years in a customer success, relationship management, account management, or similar role

Knowledge of SaaS is helpful, knowledge of the e-learning space is a plus

Exceptional communication skills, highly organized, collaborative, and detail oriented

Experience building and nurturing relationships while working to mitigate churn and drive engagement and renewals

Empathetic, positive attitude with a desire to help our customers reach their goals

Results-driven mentality with a bias for speed and action

Strong analytical skills with the ability to translate data into insights

Technical skills to thoroughly understand the products you support

Experience analyzing and optimizing existing processes in a Customer Success department

Deep understanding of customers' thoughts and concerns about their use of a product and the ability to troubleshoot as needed

Bachelor’s degree in management or computer science (or equivalent work experience)

Job Environment

Employees of Schoox work independently from home offices. Each employee should have the capacity within their home to set up a work environment or office. Schoox provides a computer, phone stipend and office supplies for all employees.

Equal Opportunities and Accommodations Commitment

Schoox is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: Schoox is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Schoox are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, sex, sexual orientation, gender identity, national origin, veteran or disability status, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Schoox will not tolerate discrimination or harassment based on any of these characteristics. Schoox encourages applicants of all ages. Schoox is committed to achieving a diverse workforce through application of its equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training. Schoox is committed to providing reasonable accommodations to qualified individuals with disabilities in the employment application process.

Diversity, Equity, and Inclusion Commitment

At Schoox, diversity, equity, and inclusion are at the core of who we are. Our commitment to these values is unwavering – across all of our work and partnerships. We celebrate multiple approaches and points of view. We believe diversity inspires innovation. So, we’re building a culture where difference is valued. We know that having varied perspectives helps generate better ideas to solve the complex problems of a changing and increasingly diverse world.

This is a remote position.