Customer Success Manager

What You'll be Doing

• Be a proactive customer champion where you'll own and skillfully manage a book of business to drive success, customer retention, engagement, and expansion initiatives
• As a trusted advisor, you'll bring deep curiosity and empathy to our customers with industry knowledge, business acumen, and technical understanding of TutorMe's platform
• Engage with customers proactively to ensure usage and improve the rapport with each of their accounts
• Expand revenue for existing customers through upselling at the appropriate times during our customer product life cycle
• Conduct periodic customer health-checks and analyze customer data to proactively identify customer success opportunities; build and execute strategies to address customer challenges accordingly
• Drive high student engagement for your customers, and communicate their own successes across all levels of the customer organization
• Lead retention efforts through resolving customer issues and proactively anticipating customer needs
• Own retention, renewal, and expansion opportunities for your BOB
• Assist with creating training materials and continually strive to improve customer product adoption
• Partner cross-functionally to solve problems and improve our customer experience according to customer needs, data, and feedback
• Collaborate with our marketing team to build customer references, craft case studies, and co-develop resources to improve our customer experience
• Be responsible for managing the onboarding process for large customers with multiple stakeholders

• 2+ years experience working in a customer-facing role in sales, sales development, customer success, or account management
• 2+ years in project and customer management
• Passion for helping customers solve problems leveraging technology
• Technical aptitude and ability to deeply understand TutorMe's product, the education industry, and the value of modern approaches to working with data in customer success
• Track record of overachieving monthly and quarterly goals
• Ability to assess risk, identify growth opportunities, and prioritize workflows to manage a proactive customer journey for all customers in your BOB
• Excellent written and verbal communication skills—ability to tailor tone to resonate with various audiences
• Comfortable communicating with high-level executives as well as young students and a talent for soothing stressed or upset customers
• Strong creative problem-solving skills to provide optimal business or technical solutions for customers
• Bachelor's Degree required; experience working in education is a bonus
• Able to travel as needed (2x per quarter) to in-person customer meetings and educational events
• Proactive, entrepreneurial style; eager to take initiative in a fast-paced, dynamic environment
• Excited to help improve student success outcomes in education
• Something else? Wonderful, we're curious to learn more about you!

• Competitive base salary, excellent commission structure, & 401(k) matching
• Generous vacation, holiday, and sick PTO
• Top-notch health, dental, and vision insurance
• Access to an annual wellness credit and on-demand mental health support
• 120 hours of online tutoring per year for you and your family (10 hours per month)
• 100% remote work environment; we will provide you with all the tools you need to be successful
• Mobile phone stipend and work from home allowance
• Monthly DoorDash stipend and DashPass membership
• Opportunity to be a key player at a high growth start-up that's helping students nationwide get the academic support they need
• We love to learn! All TutorMe team members have access to numerous professional and personal development opportunities