Customer Success Manager

The Role

The Customer Success Manager (CSM) is responsible for retaining and growing a portfolio of active customer accounts, providing best-in-class support and customer success management. Reporting to the Manager, Customer Success, you’ll play a pivotal role in ensuring that our customers are achieving maximum value from our solutions, ultimately driving renewals, expansions, and cross-sells. Working closely with New Business Managers, you’ll collaborate on Strategic Growth Plans, guide new customers through onboarding, and proactively monitor customer health to mitigate churn risks. Your primary objective will be to support customers in achieving their goals through GoGuardian’s platform, acting as their trusted advisor and main point of contact throughout the customer journey to retain and grow GoGuardian products and services.

This role requires a proactive, customer-focused individual who is comfortable managing multiple accounts, identifying growth opportunities, and acting as a bridge between the customer and internal teams. You will be measured against ARR targets and responsible for ensuring timely renewals, cross-selling additional products, and expanding accounts to align with evolving customer needs. In every customer interaction, you’ll strive to provide a delightful experience, supported by strategic guidance and best practices to drive strong customer engagement and long-term success.

What You’ll Do

• Drive Renewals and Account Retention: Ensure a high rate of renewals by managing and nurturing customer relationships, proactively identifying and addressing any challenges, and securing contract renewals before expiration.
• Identify and Execute Expansion Opportunities: Recognize opportunities for account growth by upselling and cross-selling GoGuardian’s products to meet evolving customer needs, contributing to both customer success and revenue targets.
• Guide Customers Through Onboarding and Product Adoption: Lead new customers through implementation and onboarding, ensuring a smooth transition to GoGuardian’s platform and supporting product adoption through monitoring, guidance, and ongoing best practices.
• Monitor and Improve Customer Health: Track customer usage and engagement, leveraging product usage and analytics tools to forecast risks of churn and opportunities for growth. Take proactive steps to maintain and improve customer health, providing personalized support as needed.
• Act as a Strategic Customer Advocate: Build trusted advisor relationships by understanding customer goals and acting as their advocate within GoGuardian. Partner with cross-functional teams to deliver on customer needs, providing feedback to Product and other departments to continuously improve the customer experience.
• Maintain a High-Accuracy Sales Pipeline: Manage your pipeline within Salesforce, maintaining high accuracy in opportunity forecasting and reporting. You will be responsible for meeting or exceeding a renewal, expansion, and cross-sell quota on a quarterly, and annual basis.
• Deliver Exceptional Customer Experience: Aim to provide a delightful experience in every interaction by being responsive, knowledgeable, and proactive, continuously working to enhance customer satisfaction and loyalty.
• Support Strategic Initiatives and Internal Collaboration: Work closely with New Business Managers to develop and execute Strategic Growth Plans for your designated region. Facilitate seamless transitions from Sales to Customer Success, ensuring alignment on customer needs and objectives.

Who You Are 

• You have 1-2 years of experience in account management, customer success, sales, or other relevant experience within the B2B SaaS industry, preferably with a background in edtech or education-focused software solutions.
• You are an empathetic listener with a strong focus on understanding and meeting customer needs.
• You possess excellent time-management and organizational skills, capable of balancing multiple accounts and priorities efficiently.
• You have experience using CRM tools (Salesforce preferred), along with communication and collaboration platforms such as Slack, Zoom, and G Suite.
• You are a clear and effective communicator with strong verbal and written skills, able to engage confidently with current and prospective customers.
• You are a collaborative team player who adapts easily to changing environments and priorities.
• You are self-motivated, persuasive, and eager to learn and grow in a dynamic, fast-paced environment.

What We Expect

• Customer Success & Relationship Management
• Own and nurture customer relationships, ensuring that GoGuardian products and services consistently meet and exceed expectations.
• Act as the main point of contact for assigned accounts, fostering a trusted advisor relationship that positions GoGuardian as an essential partner in achieving customer goals.
• Provide regular communication, strategic guidance, and best practices to help customers maximize their use of our platform.
• Account Strategy and Renewal Management
• Collaborate with New Business Managers to develop and execute Strategic Growth Plans for assigned regions.
• Proactively manage contract renewals, ensuring agreements are secured before expiration, and identify areas for account expansion to support customer needs.
• Track and monitor customer usage, engagement, and health, addressing any risks of churn with timely, targeted interventions.
• Expansion, Cross-Sell, and Quota Ownership
• Identify and pursue opportunities to upsell and cross-sell additional GoGuardian products, driving growth within your existing accounts.
• Actively manage and maintain your sales pipeline within Salesforce, with impeccable hygiene and a high level of accuracy in opportunity forecasting and management.
• Meet or exceed your ARR targets on a quarterly and annual basis through proactive account management, focusing on retention, expansion, and cross-sell opportunities.
• Internal Collaboration and Customer Advocacy
• Coordinate with internal teams to ensure a seamless customer experience, from onboarding through the entire customer lifecycle.
• Act as an advocate for your customers within GoGuardian, sharing product feedback and insights with the Product team to inform future developments.
• Partner with internal stakeholders to quarterback customer risks and escalations, creating and executing action plans to resolve issues and enhance customer satisfaction.