Customer Success Manager US/CA

Role Overview:

As a Customer Success Manager at The Knowledge Academy, you will be the primary point of contact for our clients, ensuring they derive maximum value from our products and services. You will work closely with clients to understand their needs, address any concerns, and help them achieve their goals. Your role is crucial in fostering long-term relationships and driving client satisfaction and retention.

Key Responsibilities:

 Client Onboarding: Lead the onboarding process for new clients, ensuring a smooth transition and thorough understanding of our products or services.

 Client Relationship Management: Build and maintain strong relationships with clients, acting as their main point of contact and trusted advisor.

 Success Planning: Develop and execute success plans tailored to each client's goals, ensuring alignment with their business objectives.

 Problem Resolution: Proactively identify and address potential issues or challenges, providing solutions and guidance to ensure client satisfaction.

 Product Adoption: Drive product adoption and usage by educating clients on features and best practices, and providing ongoing support and training.

 Feedback Collection: Gather and analyze client feedback to identify trends and areas for improvement, and communicate this information to internal teams.

 Account Growth: Identify opportunities for upselling and cross-selling additional products or services based on client needs and business goals.

 Metrics and Reporting: Track and report on key performance metrics related to client success, including satisfaction, retention, and renewal rates.

 Collaboration: Work closely with Sales, Product, and Support teams to ensure a seamless client experience and address any issues or concerns.

Qualifications:

 Experience: 3-5 years of experience in a Customer Success or similar role.

 Education: Bachelors degree in Business, Marketing, Communications, or a related field (or equivalent experience).

Skills:

o Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.

o Excellent problem-solving abilities and a proactive approach to addressing client needs.

o Ability to manage multiple accounts and priorities simultaneously.

o Proficiency in CRM software (e.g., Salesforce, HubSpot) and other client management tools.)

o Strong analytical skills and the ability to interpret data to drive decisions and strategies,