The Customer Success Manager (CSM) is fundamentally responsible for keeping customers and making them successful so they become advocates and invest more with Intellum through renewals and expansions. CSMs help close the “consumption gap” by helping customers attain greater learner engagement, greater program value, and driving the maturation of the customer’s education program. The CSM is also responsible for maintaining and improving the overall health of the customer. The CSM owns the strategy used to attain the customers’ business objective. This role must be able to provide product guidance, strategic advice, and best practices, while understanding Intellum’s learning and development theory. The CSM must attain a comprehensive understanding of Intellum products. The CSM is responsible for the performance, stability and expansion of their portfolio of assigned accounts. This can be measured through operational scalability of the platform, management of a customer maturity model, advancement of customer business outcomes, customer health score, customer relationship satisfaction, year-over-year organic growth in engagement, revenue and customer renewal.

Responsibilities

• Regularly align customers’ strategic business and operational objectives with education initiatives to maximize their effectiveness, while holding yourself and the customer accountable to mutually agreed timelines and goals
• Maintain sponsor and program-level engagement, up to and including executive decision maker; foster and elevate customer relationships to become a trusted advisor on their high-value business problems
• Leverage the Intellum Methodology for helping customers adopt and extract value from Intellum products, which positions Intellum and the CSM, as a long-term trusted advisor
• Improve the overall health of the customer through proactive and reactive interventions, including identifying, escalating, and mitigating customer risks in a timely manner
• Adhere to prescribed Customer Lifecycle Touchpoints that include high value discussions like Product Roadmap vision (not just status calls)
• Consistently strive toward increased customer value and ROI by using analytics to determine areas of opportunity for further enhancement to platform use, including driving customer to maximize licensed users via Engagement Strategy best practices and leveraging more product capabilities where possible
• Partner closely with the Support, Product and Engineering teams to efficiently and effectively solve customer challenges with a sense of urgency while being collaborative in all cross-functional internal engagements
• Based on ever-increasing knowledge of the platform, provide strategy on how best to utilize the platform to support customers’ business objectives
• Collaborate with internal teams including Marketing, Product, Implementation and Sales to plan and execute customer marketing, retention and value driving initiatives, including Advocacy and Referral goals
• Proactively drive customer renewals and aspire to make each renewal an order-taking non-event so sales is essentially not needed
• Partner closely with the Sales counterparts on expansion and renewal strategy
• Listen and respond to Voice of the Customer (VoC) programs; advocate for and be the VoC internally to influence product direction and other strategic decisions

Core Competencies

• Knowledge Mastery: Attain and maintain a “mastery” of our product and our industry
• Problem-Solving Ability: Demonstrate sincere curiosity and problem-solving ability to fully understand the customer’s problem or pain-point and how best to provide guidance or solicit assistance to resolution
• Relationship Building: Foster and maintain business-level relationships with Customers at multiple levels of their organization

Requirements

Required Skills

• 4+ years of experience in Customer Success, Technical Account Management, or Management Consulting
• Experience in working with complex, multi-divisional, multi-geographical customers
• Strong leadership skills
• Impressive executive presence and communication abilities
• Ability to create structure in ambiguous situations and recommend a design for effective processes
• Bias for action with a strong work ethic, positive attitude, high energy level and the ability to thrive in a virtual team environment who lives our values of simplicity, honesty, and innovation
• Passion for education and learning science technology and for being a part of a fast-growing SaaS company
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
• Extremely organized and detail-oriented
• Be a practiced problem-solver with sincere curiosity and ability to dissect and understand the WHY of the problem
• Ability to autonomously manage relationships with senior people at outside parties (e.g., customers and partners), with the ability to navigate challenging customer situations
• Prioritize and manage multiple concurrent tasks/projects in a fast-paced, deadline and metrics driven environment while deliver quality results
• Anticipate roadblocks or problems and pivot according

Preferred Skills

• 5+ years in customer success role with technical experience
• Previous experience with Learning Management Systems strongly preferred
• Experience in learning and development/adult education as a practitioner
• Account and Project Management experience
• SaaS software experience
• Experience with Gainsight or other Customer Success Platform
• Salesforce knowledge a plus
• Proficient in Mac OS
• Proficient in Google Suite

Education

• Bachelor’s degree in related field or equivalent combination of experience

Physical Requirements/Work Environment:

• Occasional irregular work hours
• Dexterity of hands and fingers to operate a computer keyboard, mouse, etc.
• Extended time viewing a computer monitor
• Sitting or standing for extended periods of time

Benefits

• Insurance
  • Medical - 100% of employee premiums covered for some employee only plans
  • Dental - 100% of employee premiums covered
  • Vision - 100% of employee premiums covered
  • 401(k) with matching (US Based Only)
• Education (Available to all employees)
  • $3,500 per year in educational funds (“Boost Budget”)
• Unlimited PTO

About Intellum: Intellum is an Atlanta-based SaaS company focused on corporate learning. We are the software engineers, developers and tech industry professionals who are helping our clients become more data savvy, applying machine learning techniques to significantly improve learning personalization, and developing monetization strategies that drive revenue with external audiences. We strive to live up to our company values of Simplicity, Honesty and Innovation every day and have been ranked as one of the Best Places to Work three years in a row by the Atlanta Business Chronicle. Our clients include organizations such as Cricket Wireless, Facebook, Google, Habitat for Humanity, and Randstad.

Intellum is proud to be an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, veteran status, or other applicable legally protected characteristics.