Manager, Digital Customer Success

The Manager, Digital Customer Success is a critical role on our growing Customer Success team to ensure Quizizz Schools and Districts are highly successful with the product. This role will be key in operationalizing our digital success program to scale delivery of our Customer Success teams. This individual will be responsible for driving and governing long term projects and daily requests that support the scalability of the entire Customer experience, focused on improving the digital customer experience. This individual will be responsible for driving platform adoption and value realization through the automation of digital customer engagement and throughout the customer journey. This will include strategizing the creation/execution of Customer Lifecycle Emails, In-App Guides and more. As an analytical problem solver and self-starter, you will build reports/dashboards to develop business intelligence for customer success. You will analyze and utilize data insights to help develop and drive strategy to optimize our digital customer experience. This individual will also develop and document operational processes and policies by working with cross-functional teams such as Sales, Customer Education, and Marketing. They will work cross-functionally with our broader Customer Success team, Professional Learning, Marketing, and Operations teams in order to deliver a world class Digital-led Customer Journey. The ideal candidate will possess a deep understanding of customer success strategies, along with expertise in Gainsight, Salesforce, project management, data analysis, and the edtech industry.

• Process Optimization: Continuously assess customer success processes and workflows to identify areas for improvement and increased efficiency. Develop and implement scalable and standardized processes to ensure consistent customer success operations across the organization
• Stakeholder Collaboration: Collaborate closely with cross-functional teams, including Customer Success, Sales, Marketing, and Product, to ensure alignment and effective communication. Act as a liaison between departments, fostering strong relationships and driving collaborative problem-solving
• Data Analysis and Reporting: Analyze customer interviews, discovery calls, success metrics, trends, and KPIs to provide actionable insights and recommendations. Create reports and dashboards to track customer success performance and communicate progress to stakeholders, including executive leadership
• Customer Success Digital Strategy: Develop and execute the strategy for digital customer success, in alignment with company goals and objectives. Create data-driven methods for targeting customer segments considering journey stage, segment, and persona. Identify areas of inefficiency, propose innovative solutions, and lead stakeholders in solutioning from concept to execution
• Customer Engagement Programs: Collaborate with cross-functional teams to design and implement effective one-to-many customer engagement programs. Develop customer onboarding, adoption, retention and expansion initiatives, including administrator NPS program, to drive long-term customer success and satisfaction. data to deliver relevant content to our users. Act as owner of the VoC program
• Systems and Tools Management: Oversee and optimize the utilization of customer success tools and systems, including Gainsight and Salesforce. Ensure accurate and up-to-date data tracking, reporting, and analysis to drive actionable insights and improve customer success operations

Requirements

• Leadership and Collaboration: Proven ability to lead and inspire cross-functional teams, influence stakeholders, and drive consensus. Excellent communication and interpersonal skills to build strong relationships with internal and external stakeholders
• Customer Success Focus: Deep understanding of customer success principles and strategies. Demonstrated experience in creating and implementing customer engagement programs and initiatives to drive customer satisfaction and retention
• Adaptability and Resilience: Comfortable working in a fast-paced, dynamic environment. Ability to adapt to changing priorities and navigate through ambiguity with a positive attitude
• Problem Solving: Strong problem-solving and critical-thinking abilities. Proactive mindset with the ability to identify challenges, propose solutions, and drive implementation
• Data Analysis: Solid analytical skills with the ability to gather, analyze, and interpret data to drive informed decisions and recommendations. Experience with data visualization tools and proficiency in Excel and Gainsight reporting
• Experience: Minimum of 5 years of experience in customer success, preferably in the edtech industry or a related field
• Project Management: Strong project management skills with a track record of successfully leading and executing complex projects from start to finish. Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines
• Gainsight and Salesforce Expertise: Proven proficiency in Gainsight and Salesforce capabilities, and reporting