BtC - Customer Sucess Manager - E-learning

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The Customer Success team acts as the primary point of contact for clients and is responsible for making sure customers have an excellent onboarding, are engaged with and understand our learning experience, and stay motivated all the way through until contracts end.

In everything we do, our team acts to directly fulfill our mission, and serve as vital advocates for clients , acting as their voice and championing product and process improvements to better serve them within our org.

As a Manager on the customer Success team, you will develop and manage several employees Success Associates on a critically important and high performing team in a rapidly growing business.

You’ll work closely to design and deliver on team goals, and have an opportunity to significantly shape the development of policy, operations, and our platform.

We have a strong, vibrant team culture and you’ll need to be a good steward in building and maintaining this culture as we grow—our team puts customers first, celebrates human-ness, relationships, and fun, and prioritizes investments in professional development and growth.

Responsibilities

• Overall responsibility for driving successful outcomes for clients: executing on strategy for us to grow and build upon the success of our existing operations; ensuring we meet and exceed customers engagement and satisfaction KPIs; pushing for us to continuously “raise the bar” on the client experience by identifying opportunities and advocating cross-functionally

• Develop and manage a high-performing team by: setting goals and objectives, fostering communication, problem solving, reviewing results, and supporting training and professional development.
• Manage client caseloads and capacity, including planning, hiring and employee training/onboarding
• Identify, assess, prioritize and plan or execute improvements to processes and systems to scale a world-class client success function (i.e. client-facing policy, internal escalations and approvals, mentor matching)
• Represent client Success on cross-functional company initiatives
• Gather and synthesize client Success insights and disseminate to key stakeholders

• You are excited to build and scale an empathetic, innovative, and strategic, high-impact client success team!
• You care about shaping and maintaining a strong, client-centered team culture that emphasizes human-ness, relationships, fun alongside a genuine investment in professional growth and development.
• You can think quickly on your feet and handle pressure well.
• You excel and process and systems thinking
• You have excellent (clear, concise, confident) written and verbal communication skills.
• You are a strategic, analytical thinker who is comfortable using data to measure results and inform decisions.
• You have a minimum 5 year of experience at a management level, ideally in customer success, customer service, or a related field; past experience working in a customer service role is a must.
• You have previous coaching and conflict resolution experience in a professional environment.