Description (Position Summary):

The Customer Success Manager (CSM) leads account, relationship management, and renewals after the initial sale of Echo360 products and services for higher education and corporate enterprise accounts. The CSM works closely with colleagues in sales and marketing to drive adoption, retention, expansion, and overall customer success with Echo360.

The CSM will focus on adoption and renewal of the Echo360 product portfolio (Echosystem) as the key driver of customer satisfaction and retention.

Primary CSM accountabilities include:

1. Actively promoting new product offerings and features to accelerate adoption and drive usage growth,

2. Managing and renewing existing account relationships,

3. Maintaining a high level of customer satisfaction and driving referential opportunities for other accounts in the North America region.

Characteristics of the person succeeding in this role:

Drive: positive, optimistic person who thrives in a high performing, execution-centric, high velocity (fast) team culture.

Accountability: do what it takes attitude and detail-oriented nature.

Strategy: ability to think strategically, aligning company and customer goals.

Customer-Centric : mindful of the end-to-end customer experience, journey, and needs.

Servant-Leader: an expert in capabilities, oriented to serve.

Collaboration & communication: engaging, energized, well-spoken in verbal and written form. Ability to work cross functionally within the organization.

Tech savvy - understanding of how a SaaS company operates and delivers value to customer use cases.

The principal responsibilities of this role include:

Account Management & Renewals:

Proactively drive and execute customer retention and renewal strategies, mitigating churn and ensuring continued adoption of Echo360 solutions.

Showcase product value and ROI through data-driven insights and strategic alignment with client goals.

Relationship Management:

Serve as the primary point of contact for a portfolio of Echo360 customers, fostering strong long-term relationships and acting as a trusted advisor.

Regularly engage with clients to understand their needs, challenges, and opportunities, and provide proactive support and solutions.

Conduct regular check-ins to gather feedback, measure satisfaction, and address any concerns escalating issues to senior management for visibility and action.

Product Expertise & Enablement:

Develop an in-depth understanding of Echo360 products, features, capabilities, use cases, workflows, and benefits.

Stay up to date with product updates and developments to effectively communicate the Echosystem’s value to clients.

Conduct product demonstrations and showcase how the platform can address specific educational challenges.

Partner with product and engineering teams to identify areas for product improvement and include customers in ongoing product user group and beta offerings.

Data Analysis & Performance Reporting:

Analyze user data and generate actionable insights to inform health/risk vectors for customers in your portfolio.

Create and deliver regular performance reports to clients, highlighting key metrics and demonstrating the impact of the platform on their educational initiatives.

Conduct quarterly business reviews of key metrics including usage, support tickets, trend analysis, strategic alignment, and goal setting.

The ideal candidate for this role will have/be:

Bachelor's degree (preferred), graduate degree (a plus)

A minimum of 5 years related professional experience in:

1. Consultative sales or account management or customer success

2. Experience with Cloud/SaaS Applications

3. Academic technology, eLearning, or instructional design (a plus)

Outstanding verbal and written communications skills

Well-organized self-starter, able to handle multiple tasks with minimal oversight

Working knowledge of educational Learning Management Systems

Technically savvy individual who can master and demonstrate Echo360 products

Proficiency using CRM and Customer Success tools, preferably Salesforce and Gainsight

Strong team player who can effectively collaborate and lead activities with the overall territory team

Willingness/availability to travel

Additional Job Details

This position is FULLY REMOTE; we will consider candidates who are located in many, but not all, states with the United States. For US-based positions, candidates must be eligible to work in the United States for any employer.

The base salary range for this position is $80,000 - $100,000 annually.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills and experience. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work.

About Echo360:

Echo360 is the global leader who delivers the transformative power of learning for both education and business through the EchosystemTM , the world’s first Learning Transformation PlatformTM. The Echosystem is an interoperable, modular end-to-end suite of solutions enabling transformative learning experiences grounded in principles of equity, engagement, and evidence. Learn more about Echo360 at www.echo360.com.

We’re looking for individuals who can support our DNA:

Maniacally Mission Driven - We embrace our roles as agents of transformation: enabling the kind of inspired learning that changes people’s lives.

Massively Collaborative – We support each other and work together for the greater good. By joining forces, our collective potential is mighty.

Relentlessly Inventive - We see the potential to deliver breakthrough solutions and are empowered to deliver them.

Moving at the speed of bright - Velocity is something we put at the core of everything we do. Not only because technology is moving fast, but because our learners are moving even faster.

Echo360 offers comprehensive benefits including medical, dental, vision, life & disability insurance, a 401(k) plan with company match and an unlimited PTO policy.

Echo360 does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

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