Client Success Manager

Summary

Our Client Success Managers (CSMs) work with our school partners to build and foster strong relationships. CSMs ensure partner schools are set up for success and see the value in Edrolo's products. As a CSM you will work with schools throughout the school year; from setting them up with specific school strategies and training, checking in and maintaining good usage, and confirming their intention to renew their subscriptions at the end of the school year.

Summary of responsibilities

• Own overall relationship with assigned client schools to drive best practices, which includes;
  • Providing high levels of customer satisfaction
  • Managing school on-boarding and the implementation process to ensure clients are set up for success
  • Facilitating teacher and student professional development sessions and workshops
  • Meeting annual retention targets
  • Provide data and analysis to school executive teams to demonstrate Edrolo’s impact
• Innovate new ways to engage with clients to maximise their usage and engagement with Edrolo
• Proactively and reactively liaise with key school contacts and teachers, ensuring all school engagement and information is recorded in our CRM database
• Analyse and maintain school engagement metrics to identify risks and opportunities in client portfolio, identifying and building churn mitigation strategies
• Collaborate effectively with other teams across the company including our broader Client, Platform, Client Support, Marketing and Content Production Teams to provide the critical voice of customer feedback, identify areas for improvement, and share best practices from your Client portfolio
• Help ensure the safety of our workplace by following all Workplace Health and Safety policies and guidelines
• Other responsibilities as deemed appropriate from time to time.

Required skills and attributes

• ​​Proven experience as a Customer Success Manager or similar role
• Ability to pivot and differentiate strategies according to individual client needs and requests
• Customer-first mindset
• Strong influencing and rapport-building skills
• Strong verbal and written communication skills
• Action-oriented and goal-driven
• Strong prioritisation and organisational skills, with the ability to adjust priorities
• Proactive and self-motivated
• Growth mindset and orientation towards continuous improvement and learning
• SaaS experience preferred

Classification

This role is classified as award-free. This classification may be varied as appropriate.

Variability

The responsibilities outlined and work standards referenced within this Position Description may vary in line with changing business and operational requirements.