Note: The job is a remote job and is open to candidates in USA. Kami provides a digital classroom platform that offers solutions to students and teachers worldwide. The Customer Success Manager will drive customer satisfaction, product adoption, retention, renewals, and revenue expansion across Kami, Companion, and Book Creator by managing customer relationships, developing success plans, and identifying cross-sell and upsell opportunities.
Responsibilities
- Serve as the trusted resource for key accounts, acting as their reliable gateway to Kami, Companion, and Book Creator
- Drive adoption, retention, and expansion by understanding customer needs, defining success criteria, and crafting success plans
- Interact with customers worldwide via email, phone calls, video calls, and social media, maintaining a regular communication cadence to monitor account health and deliver student learning outcomes
- Build, manage, and leverage key stakeholder relationships to build awareness across the entire district
- Develop accounts by helping customers grow usage across their institution
- Manage and grow the subscription renewal process, finding creative solutions to overcome objections or issues
- Develop cross-sell opportunities, specifically by cross-selling products within the Kami, Companion, and Book Creator ecosystem, and identifying upsell potential
- Consistently meet agreed targets for subscription renewal and seat expansion
- Strategize with sales, marketing, and product teams throughout the onboarding, nurturing, and renewal Teacher Success journey to achieve mutually beneficial long-term goals
- Anticipate customer needs and adapt strategic plans in accordance with closely monitored metrics to achieve long-term goals and desired outcomes
- Provide feedback to the Kami leadership team to drive continuous process improvement, automate tasks, and enhance the customer experience
- Actively seek to understand change and incorporate new processes and systems quickly and effectively
- Help curate success stories from districts to broaden the products' efficacy resources
- Ensure satisfactory compliance with Customer Management expectations
Skills
- At least three years of customer success management or account management experience
- Experience working in a high-energy, fast-growing environment
- Passion for educating customers and helping them solve problems and achieve their goals
- A helpful, consultative approach and the ability to influence
- The communication skills to clearly explain the benefits of a solution
- Ask great questions to uncover problems faced by your customers' organization
- A self-starter with a track record of success
- Education experience is a plus
Benefits
- A people-first employer that is on an inspiring mission to build the future of education while changing the lives of millions.
- High calibre and diverse team ranging from successful startup veterans, to Fortune 500 and big tech professionals.
- Continuous learning and development opportunities, including subsidised course fees, certifications, conferences, and free access to Udemy and more.
- The satisfaction of knowing you’re not only helping modern-day superheroes, aka teachers but also helping them shape the minds of future generations all across the globe.
- Helping thousands of schools worldwide through the digital transformation of education for the 21st century.
- Huge potential: Already used by 70M users in 175 countries. One of the most popular and fastest-growing EdTech platforms worldwide.
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