Customer Success Manager

Job Description

Job Description

Description:

The core purpose of the Customer Success Manager (CSM) is to take ownership of their book of business. This role demands exceptional skills in customer relationship management. A successful CSM at Stukent embodies the Stukent values and commits fully to our mission to help educators help students help the world. Because Customer Success Managers are the primary customer interface, an extra measure of determination is required to ensure customer care. By doing this, the CSM cultivates relationships that drive success, retention, loyalty, and advocacy.

The Customer Success Manager oversees the entire customer journey, from onboarding to maximizing product adoption, usage, and overall satisfaction. Their ultimate responsibilities include driving renewals and retention, securing referrals, fostering instructors who serve as references, and cultivating highly enthusiastic, loyal customers.

Location: Considering candidates located in Utah and Idaho.

Typical Job Duties

Customer Success & Account Management

• Own and grow your book of business by driving customer success, product adoption, and maximum value from Stukent courseware and simulations, ensuring high retention and account expansion.
• Proactively manage customer relationships through daily outreach, regular check-ins, and strategic business reviews to understand their evolving needs, measure success, and anticipate churn risks.
• Develop and maintain strong, trust-based relationships with key stakeholders and top customers in each territory to foster loyalty and advocacy, transforming satisfied users into advocates.
• Track customer health metrics (e.g., usage, satisfaction, retention) and leverage data to inform engagement strategies and predict renewal outcomes, proactively addressing potential issues.

Onboarding & Product Expertise

• Act as the primary post-sales point of contact, facilitating comprehensive onboarding calls and product training sessions to ensure customers are set up for immediate and long-term success.
• Serve as a product expert, providing in-depth support, demonstrations, and strategic guidance on Stukent's courseware and simulations to address specific customer challenges and maximize their usage and ROI.
• Develop and maintain a deep understanding of the competitive landscape and industry trends to provide high-value, relevant consultation to customers.

Communication & Issue Resolution

• Respond promptly, professionally, and empathetically to all customer inquiries via email and phone, demonstrating excellent written and verbal communication consistently.
• Actively troubleshoot issues and identify solutions, collaborating cross-departmentally with Product, Technical Support, and Sales teams to swiftly resolve customer concerns and drive product/process improvements.
• Manage a high volume of customer interactions while maintaining exceptional quality and service standards.

Cross-Functional Collaboration

• Collaborate closely with Account Executives and Sales Development Representatives (SDRs) to ensure seamless handoffs, successful attainment of regional success targets, and a cohesive, positive customer experience from prospect to power-user.
• Provide valuable customer feedback and insights to the Product and Marketing teams to inform the development roadmap and content strategy.
• Other duties as assigned.

Requirements:

Minimum Qualifications

• 2+ years of experience in sales or customer relationship management.
• Patience and tolerance in escalated situations with customers.
• Consistency in delivering world-class customer service and care.
• Excellent organizational abilities in managing hundreds of customers in a book of business.
• Ability to handle multiple channels of customer requests simultaneously.
• Exceptional written and verbal communication skills.

Preferred Qualifications

• Previous experience using Salesforce or other CRMs.
• Proficiency in Microsoft Office and Google Workspace.
• Bachelor’s degree in Business, Marketing, Sales, or a related field.

Benefits

Stukent offers additional compensation to employees in the form of company benefits. These include:

• Paid Time Off & Paid Sick Leave
• Paid Parental Leave
• 401(k) with Company match
• Longevity Bonuses
• Health, Vision, Dental, and Life Insurance

At Stukent, we are committed to fostering a diverse and inclusive workplace. We believe that diverse teams bring a wealth of perspectives, ideas, and experiences that drive innovation and better outcomes for our customers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or disability status.