[Hiring] Customer Success Manager - EdTech @Securly13

Date: July 14, 2024

Job Title: Remote Customer Success Manager - EdTech

Salary: Competitive Compensation with Benefits

Location: USA

Company Overview

Securly, Inc. is the pioneering leader in AI-driven student safety and wellness solutions for K-12 schools. Our award-winning technology safeguards over 20 million students across 20,000 schools globally, continuously raising industry standards. Recognized as an EdTech Product of the Year and a Top Place to Work, we are driven by our mission to create safer, more supportive educational environments through innovation.

Job Summary

As a Remote Customer Success Manager, you will nurture and expand relationships with approximately 300 small school districts in the Great Lakes Region. Reporting to the Director of Customer Success, your role will involve ensuring clients achieve their safety and wellness objectives through strategic use of our products. Through consultative solution selling, you will drive significant account growth and expansion revenue by cross-selling and upselling our offerings.

Performance Objectives

First 30 Days

• Product Foundation: Develop foundational knowledge of Securly's product suite, features, benefits, and value propositions.
• Account Familiarization: Contact all assigned accounts, introduce yourself, and establish a positive rapport.
• Customer Needs Assessment: Conduct thorough assessments of each account's current product usage, pain points, and goals.
• Health Score Analysis: Review and analyze the customer health scores for all assigned accounts.
• Internal Integration: Become proficient with internal tools and systems (e.g., CRM, customer success platforms).

First 90 Days

• Customer Health Improvement: Implement strategies to improve customer health scores, targeting at least 80% of accounts in the green zone.
• Customer Feedback Loop: Establish a process for regularly collecting and incorporating customer feedback.
• Upsell/Cross-sell Identification: Identify and begin pursuing initial upsell and cross-sell opportunities within accounts.
• Customer Satisfaction and NPS: Achieve a CSAT score of 80% and an NPS of 40 or higher.
• Strategic Account Plans: Develop strategic account plans for key accounts, outlining goals, timelines, and action items.

First 6 Months

• Customer Relationship Building: Build strong, trust-based relationships with key stakeholders in each account.
• Customer Advocacy: Develop customer advocates willing to provide testimonials and case studies.
• Process Optimization: Identify and implement improvements to customer success processes and workflows.
• Cross-functional Collaboration: Foster strong collaboration with sales, marketing, and product teams to align on customer goals.
• Territory Planning: Develop and execute a detailed territory plan to identify growth opportunities and mitigate risks.
• CRM Utilization and Automation: Fully utilize CRM systems and implement automation to streamline processes and improve efficiency.

First Year

• Client Expansion and Upsell Initiatives: Weekly, identify and drive upsell and cross-sell opportunities, tailoring proposals to enhance client engagement.
• Exceed Retention Goals: Exceed the customer retention rate goal of 85%.
• Meet Expansion Revenue Quota: Meet or exceed the annual expansion revenue quota through effective upselling and cross-selling.
• Churn Reduction: Reduce the churn rate to below 1% annually through proactive management.
• Revenue Growth: Contribute to a 20% increase in account revenue through upselling and cross-selling.
• Maintain High Satisfaction: Maintain or improve CSAT scores at 80% or higher and NPS at 40 or higher.
• Customer Health Management: Maintain at least 80% of accounts in