Customer Success Manager

About the Role

First Student is looking for an enthusiastic and skilled Customer Success Manager to act as the key connection between its clients, business development, field operations, and other teams to achieve retention goals. This role will involve collaborating closely with operations to provide strategic leadership aimed at enhancing retention and encouraging growth within the existing customer portfolio.

Responsibilities

• Manage retention account planning and strategy development aligned with operational efforts.
• Establish and maintain executive-level customer relationships to ensure contract renewals.
• Support onboarding of new customers and continually improve retention and upselling outcomes.
• Work in partnership with operations to deliver timely contract renewals, effective product implementations, account reviews, increased product presentations, and improved customer satisfaction and goodwill activities.
• Develop growth and retention initiatives while monitoring performance KPIs related to onboarding, profitability, and marketing engagement.
• Collaborate with operational leadership within assigned areas or regions to achieve growth and retention goals by implementing full account planning processes.
• Enhance customer engagement and account management tools, including Salesforce tracking.
• Communicate technology offerings and service benefits to customers and community stakeholders to reinforce First Student's value.
• Coordinate with business development and operations for onboarding newly acquired customers and set shared success indicators.
• Host regular customer check-ins and business reviews to ensure successful adoption of services and achievement of success metrics.
• Assess and report on customer deployment health and take corrective measures alongside operations when necessary.
• Identify and pursue new business opportunities in collaboration with business development teams.
• Understand client requirements thoroughly, resolve challenges, and recommend improvements by working cross-functionally across various departments.
• Implement and track success measures and KPIs for large or at-risk accounts, promoting accountability through operational leaders.
• Document common issues from customer feedback and ensure resolution by involving the appropriate teams.
• Maintain Salesforce data integrity and support field teams in enhancing CRM system effectiveness.
• Lead project management for departmental initiatives.
• Provide competitive insights and product suggestions to senior leadership.
• Perform additional duties as assigned.

Requirements

• Bachelor's degree or equivalent college-level education, or 3-5 years of relevant experience and training.
• At least 3 years of experience in customer success or account management.
• Proven track record in successfully developing new customer accounts.
• Strong customer advocacy capabilities with a deep understanding of client needs.
• Excellent written communication skills coupled with strong attention to detail and customer service orientation.
• Proficiency in customer relationship management tools, preferably Salesforce.
• Advanced skills in word processing, spreadsheets, and presentation software.
• Preferred experience in project management.
• Independent thinker with strong prioritization and creative problem-solving abilities.
• Ability to meet deadlines and work autonomously.
• Knowledge of business and management principles.
• Willingness to travel as required.

Compensation

The salary range offered for this position is $130,000 to $150,000 annually, dependent on experience.