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Summary of Job:

The Customer Success Manager (CSM) drives customer success by delivering value, maximizing utilization, and fostering long-term partnerships. As the central point of contact for assigned accounts, the CSM ensures a seamless journey from onboarding to renewal. This role blends operational excellence, data-driven insight, and strategic consultation to build strong customer relationships, enhance learning outcomes, and contribute to revenue retention and growth.

Our Goal:

To ensure that customers effectively implement and derive maximum value from their educational solutions. This involves proactive engagement, strategic advisement, operational support, and collaboration to drive usage, satisfaction, retention, and expansion.

Primary Responsibilities:

Onboarding, enablement and performance monitoring (30%)

●     Guide new customers through a seamless onboarding experience.

●     Define customer goals and create tailored success plans.

●     Track adoption, engagement, and performance metrics; deliver insights to improve outcomes.

●     Deliver Executive Business Reviews (EBRs), sharing progress against KPIs and recommendations for growth.

●     Host targeted training for administrators and learners, including product updates and platform walkthroughs.

Build and Maintain Trusted Relationships and Serve as a Strategic Advisor (30%)

●     Act as the customer’s strategic advisor and internal advocate.

●     Conduct proactive check-ins and engagement touchpoints per account tier.

●     Monitor usage, pacing, and learner performance to identify risks and trends.

●     Provide content curation and make data-informed course recommendations.

●     Collaborate with clients to align edX solutions with their goals, sharing best practices and guidance.

Renewal and Expansion Support (15%)

●     Partner with Sales to support renewal and upsell opportunities.

●     Develop retention strategies for customers approaching renewal.

●     Share insights and recommendations that demonstrate impact and ROI.

Collaborate for Customer Success (25%)

●     Maintain accurate CRM records, account plans, and meeting notes with weekly updates.

●     Engage cross-functionally with Support, Sales, Marketing, Product, and Solutions to deliver a consistent customer experience.

●     Identify and escalate client issues or needs appropriately.

●     Contribute to internal knowledge bases and share best practices during team forums.

●     Record and tag client meetings using internal platforms (e.g., Kaia).

●     Participate in strategic planning and feedback loops to continuously improve customer experience and internal processes.

Education, Skills and Experience:

●       5+ years of experience in Customer Success, Client Services, or Learning & Development.

●       Strong relationship-building, communication, and presentation skills.

●       Analytical mindset with a passion for problem-solving and data-driven decision-making.

●       Experience with CRM systems (e.g., Salesforce), customer engagement tools, and reporting dashboards.

●       Familiarity with educational technology or SaaS-based models is preferred.

●       Ability to thrive in a fast-paced, cross-functional environment.