Senior Customer Success Manager (Remote)

About the Role and Company

Torsh Inc. is a leading education technology company offering Torsh TALENT, a secure cloud-based coaching platform designed to integrate all aspects of educator coaching, including observation, feedback, and goal tracking. The platform aims to enhance student achievement by empowering educators and optimizing professional development delivery.

Key Responsibilities

• Collaborate with the VP of Business Development to manage strategies for renewals, expansions, and enhanced customer satisfaction across complex, high-value accounts.
• Detect opportunities to increase platform adoption, upsell additional features or services, and mitigate risks of customer churn.
• Analyze customer usage patterns and feedback to help clients achieve their implementation goals and improve educational outcomes.
• Provide expert guidance on product utilization and implementation, particularly for sophisticated cases or advanced configurations.
• Partner with sales teams to identify and close opportunities for business growth through customer expansion.
• Mentor Customer Success Managers by offering support and guidance for client-specific strategies and troubleshooting.
• Conduct regular team meetings and one-on-one check-ins to monitor account health, highlight potential challenges early, and maintain operational awareness.
• Lead initiatives such as renewal forecasting, tracking expansion pipelines, risk management, and documenting best practices.
• Collaborate with internal teams to optimize onboarding workflows, help desk resources, and client engagement protocols.
• Review call recordings to identify coaching needs, address execution risks, and elevate critical moments requiring attention or training.
• Gather and communicate client feedback to product and development teams to inform feature improvements.
• Work alongside marketing to identify client advocates for testimonials and case studies.
• Assist in planning quarterly business reviews by synthesizing customer insights and trends.
• Represent the VP of Business Development during internal meetings when required.
• Ensure smooth handoffs from sales to customer success and maintain accurate records in Hubspot and internal systems, focusing on renewals and expansions.

Candidate Profile

• More than 6 years of experience in customer success, account management, or implementation roles, particularly in edtech or SaaS sectors.
• Experience managing multifaceted client accounts in educational environments such as K–12, early education, or higher education.
• Proven track record in handling contract renewals, spotting upselling opportunities, and boosting expansion sales.
• Familiarity with dashboards, client reporting tools, and CRM systems, with a preference for Hubspot expertise.
• Prior experience in team leadership, providing mentorship, and managing escalations.
• Strong grasp of education-oriented SaaS platform implementation and dynamics.
• Exceptional organizational skills with the ability to independently juggle multiple priorities.
• Excellent communication skills suited for interaction with educators, technical teams, and senior executives.
• Results-focused mindset emphasizing revenue growth and ongoing improvement.
• Adaptable and cooperative within a fast-paced, remote work environment.
• Analytically skilled in converting data into actionable insights and recommendations.

Compensation and Benefits

• Competitive base salary commensurate with experience.
• Performance-based commissions and bonuses.
• Equity in the form of stock options.
• Flexible hybrid remote working setup.
• Unlimited paid time off.
• Comprehensive medical, dental, and vision insurance plans.
• Participation in 401(k) retirement plan.