Senior Manager Of Customer Success

Role: Senior Manager of Customer Success (SMCS)

Department: Sales

Reports to: Director of Sales

The SMCS will manage the StudentBridge Customer Success team, which is filled with dedicated, passionate people who take pride in going the extra mile to provide outstanding service to our higher education customer base. Being a CSM means proactive management of client relationships, ensuring they are getting the most out of their StudentBridge platform, as well as serving as a liaison and customer advocate.

The main objectives of the SMCS are to keep the department running in an efficient and profitable manner and to increase customer satisfaction, loyalty, and retention, as well as meet upsell, cross-sell, and expansion Goals.

Job Duties and Responsibilities

• Ensure account renewal and identify expansion opportunities.
• Develop key insights to inform product development, positioning, and customer creative collateral to accurately represent the “voice of the customer”.
• Monitor usage and provide feedback and strategy to customers with a consultative approach.
• Help the team provide proof of platform value beginning with onboarding and continuing through regular performance review calls.
• Work with multiple departments to ensure a seamless customer experience.
• Establish and maintain relationships with key accounts.
• Maximize customer retention and upsell opportunities.

Experience, Qualifications, and Requirements

• Self-starter that works well in teams and collaborative environments.
• Knowledge of MS Office Suite.
• Enthusiastic and passionate.
• Knowledge of CRM software (e.g., HubSpot) is a plus.
• Excellent communication/presentation skills.
• Previous higher education experience preferred.
• Organizational and time-management skills.
• Experience in B2B SaaS Sales at the corporate level preferred.
• BS/BA degree preferred.
• Excellent customer service and communication skills.
• Previous experience managing customer service and/or support teams.
• Ability to build relationships.

About StudentBridge

Founded in 2015, StudentBridge is the leading provider of customized digital engagement solutions. Our virtual experience specialists have created award-winning digital solutions that have helped over 500 colleges and universities achieve their enrollment goals.

We work collaboratively with each institution to understand their specific objectives to develop unique and completely customized digital solutions to engage with students and drive conversion at every stage of the funnel.

Now more than ever, prospective and admitted students are looking online to make college decisions. StudentBridge helps schools make a good first impression by showcasing all that the school offers through video Viewbooks, interactive campus maps, and immersive virtual events.

Based out of Atlanta, GA, the office atmosphere is fun, but professional. Casual, but goal-oriented. We are motivated by success, both year-on-year and longer-term as we march towards our ultimate vision for every student to find the perfect fit and every school to fill every seat.

We offer:

• Team events and perks.
• A fun work environment with a motivated team at our Atlanta offices (Hybrid In-Office/Remote.
• 401k plan with company match.
• Competitive salary.
• Life insurance.
• Paid holidays.
• 16 days of PTO in the first year which increases with tenure.
• Short and Long-term disability.
• Premium healthcare plan that includes health/dental/vision insurance.

Note: The responsibilities of this position are not limited to those listed above and the employee may be asked to perform additional duties. This job description may be changed at the discretion of the employer. The employee will be notified if such changes occur.

Send your resume to [email protected] to start the process today!