Customer Success Manager, Higher Ed

About NicheNiche is the leader in school search. Our mission is to make researching and enrolling in schools easy, transparent, and free. With in-depth profiles on every school and college in America, 140 million reviews and ratings, and powerful search tools, we help millions of people find the right school for them. We also help thousands of schools recruit more best-fit students, by highlighting what makes them great and making it easier to visit and apply.Niche is all about finding where you belong, and that mission inspires how we operate every day. We want Niche to be a place where people truly enjoy working and can thrive professionally.About The RoleThe Customer Success Manager role functions as the day-to-day contact for our school partners. The CSM’s role is to ensure the clients receive the best in class service and support. The CSM is responsible for: onboarding new clients, hosting regular calls with clients, ensuring clients are utilizing products and services, reviewing ROI with clients, and generally creating customer delight. In this role, you will work closely with the Account Managers to ensure clients continue to renew their partnership agreements. The Customer Success Manager is responsible for retaining our current clients, which is key to Niche’s long-term success.What You Will DoManage a full account portfolio and relationships with customers to drive long-term adoption and high client healthServe as the primary point of contact and manage customer communication by proactively engaging with customers: communicating via email and phone, and conducting formal business reviews (overall and by product)Cultivate a trusted advisor relationship with stakeholders and executive sponsorsMonitor and identify adoption and utilization trends, provide recommendations based on risk and customers’ business needsMaintain overall health of accounts to ensure account success increasesManage customer onboarding for new customers via the handoff from the net new sales teamCollaborate with Operations to ensure the IS team has everything they need to implement successfullyCollaborate with technical support to assist in triaging customer technical issues or product questionsIdentify opportunities and work with Account Managers to help be the conduit to allowing them to drive expansion within current accounts Conduct ongoing customer trainingPresent product demonstrationsSupport customers and solve problems for specific and individualized use casesStrong understanding of the platform and product suiteServe as the voice of the customer to drive improvement and provide a customer feedback loop to product and data teamsMeet personal quarterly and annual dollar retention goalsWhat We Are Looking ForBachelor's degree required A strong understanding of Salesforce is required3 years of experience in a customer success rolePreferred experience in the Higher Education market (specifically enrollment management)Someone who is data-driven, problem-solving, and inquisitiveExemplifies Niche’s core values: We do right by each other; We play to win. Not to not lose.; We make no excuses.; We embrace a growth mindset.Experience with digital marketing and Google Analytics preferred Excellent communication and interpersonal skillsStrong analytical and problem-solving abilities Customer-centric approach with a focus on building trust and rapportAbility to manage a portfolio of accounts effectivelyUnderstanding of the product or service and its value propositionData-driven literacy to analyze customer retention and identify trendsDuring the First Month:Complete onboarding trainingShadow client calls Gain proficiency in tech stack (Salesforce, Gong, Slack, Google Workspace, Asana) Work closely with your manager and mentor to learn Receive account assignments & work closely with Account Managers to learn assignment needsWithin 3 Months:Provide excellent customer service through phone calls, virtual meetings, and email communicationsAdopt existing clients and onboard new clients Assist Account Managers in the contract renewal processWork cross-functionally with Customer Support, Revenue Operations, Implementation Services, and Digital Marketing Services teams to ensure client joyWithin 6 Months:Continue to work cross-functionally with support teamsManage a full account portfolio Successfully overcome account objections Continue to provide excellent customer serviceWithin 12 Months:Manage full account portfolio successfullySuccessfully pass cross-sell opportunities to the AM teamSuccessfully retain customers and drive revenue Minimize account churnCompensation Our national target base salary is $100,000 with $120,000 OTE, plus participation in our Stock Option Program. Base compensation will be commensurate with experience and skills.At Niche, our Total Rewards Philosophy is centered around creating a workplace environment that attracts, motivates, and retains top talent by providing a comprehensive and competitive rewards package. This philosophy is built on the principles of performance-based compensation, best-in-class benefits and work-life balance, and employee well-being.Interview ProcessCandidate experience is a top priority for our talent and hiring teams. We believe in providing a transparent, authentic and comprehensive interview process where you have the opportunity to learn about us while we get to know you and your experience. The interview process is outlined here:Phone Screen with Talent Acquisition Partner - 30 MinutesVideo Interview with Hiring Manager - 30 MinutesTeam Interviews - 45 MinutesLeadership Interview - 30 MinutesWhyNiche?We are a fully flexible workforce empowering our employees to choose to work remotely, in our Pittsburgh office or whatever combination suits youFull time, salaried position with competitive compensation in a fast-growing companyBest-in-class 100% paid employee health plan, including vision and dental and supplemental coverageFlexible Paid Time Off PolicyStipend that allows you to build your work from home office in a style and function that suits your personal preferencesParental leave for all employees (12 weeks fully paid) in addition to short term disability for birthing parentsMeaningful 401(k) with employer matchYour ideas and work will make an immediate impact on our company and millions of usersYou will join a team that cares about you, our mission, our work - and celebrates our wins together!Niche will only employ those who are legally authorized to work in the United States without sponsorship now or in the future for this opening. We are currently hiring in states where we currently have employees: AZ, CO, CT, DE, FL, GA, IL, IN, KY, LA, ME, MD, MA, MI, MO, NE, NV, NH, NJ, NY, NC, OH, OK, OR, PA, SC, TN, TX, VA, WA, DC, WV.Candidates only. No recruiters or agencies, please. Sorry, we do not offer relocation assistance.Niche is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law.All interviews are being held remotely. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.Originally posted on Himalayas

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