Customer Success Manager

Location: Arlington

PeopleGrove | No comp given

Steph's Notes:

Careers page looks great – and they offer pet insurance!

Passion for supporting the mission of higher education.

Sure, but I'm speaking from experience here: mission juice will not pay your bills or feed your family. Edtech is especially bad about bleeding their people dry in support of the mission, so just...be careful. My alarm bells are ringing.

Comfortable with taking risks, leading and working through ambiguity, and challenging assumptions to develop and deliver optimal solutions for customers.

Boy, those alarm bells are getting loud. I don't even know what this is supposed to mean, but you should NEVER EVER take on risk on behalf of the company employing you unless you're, like, a firefighter or something. Which this is very much not.

Yeah, I was gonna put this in Tread Carefully, but not anymore! Seriously, Maybe Don't it is.

(Oh god, do I need to start counting pet insurance as a red flag? Why, hiring managers, WHY?)

Original Job Description: Customer Success Manager

CUSTOMER SUCCESS MANAGER :

A Customer Success Manager at PeopleGrove is the strategic advisor to our customers,  showcasing the value of PeopleGrove and how our solutions help drive institutional impact and outcomes.   You will champion solution adoption, customer growth and expansion, and ensure that each of your assigned customers have the resources and support they need to experience success and a clear return on their investment in PeopleGrove.

HERE IS WHAT YOU'LL DO :

• Forecast and manage revenue for all assigned accounts, from proactive touchpoints through pricing proposals and contract execution to ensure timely completion of all customer renewals.
• Build strong relationships with primary decision makers and key stakeholders, and develop a deep understanding of their needs, goals, challenges, desired institutional outcomes, and how those can be met with PeopleGrove’s solutions. 
• Provide basic tactical support for clients when needed such as: running data imports, building email campaigns, resetting formal mentorship programs.
• Educate customers on platform features and functionality; aligning functionality to use cases appropriate and valuable to the individual customer.
• Act as a strategic advisor with your assigned accounts by providing consulting, coaching, and reporting that demonstrate PeopleGrove’s measurable impact on customer outcomes.  
• Analyze customer adoption and engagement data to identify, communicate, and act upon both risks and opportunities.
• Maintain a regular cadence with your accounts through a variety of channels including monthly web-based meetings, email correspondence, phone calls, and in-person meetings.
• Serve as the voice of your customers cross-functionally, providing feedback and insights internally; while continuing to position the product as a valuable solution that demonstrates positive impact on customer objectives. 
• Contribute to customer success programs at scale, including customer workshops, webinars, PeopleGrove Community, and other customer education and engagement tactics.
• Partner with Sales to develop and execute growth plans for accounts within your portfolio, and assist in presales activities as needed. 
• Success will be measured by your impact on gross retention, net retention, and customer adoption and engagement metrics.

HERE IS WHAT YOU'LL BRING :

• 5+ years experience working in the higher education industry and providing services/solutions to institutions, ideally a combination of roles.
• Excellent oral and written communication skills along with an ability to work cross-functionally with a broad range of internal and external constituents.
• Ability to speak to solutions at a high level while also being able to get into the details and utilization of platform features.
• Passion for supporting the mission of higher education.
• Comfortable with taking risks, leading and working through ambiguity, and challenging assumptions to develop and deliver optimal solutions for customers.
• Outstanding organizational skills and the ability to manage multiple priorities.
• Proficiency in Google Suite, Salesforce, and CRM systems with ability to learn new technology tools quickly.
• Ability to travel up to 15%. 

To be considered: Please include a cover letter that is less than 2 paragraphs explaining your passion for education, desire to work in customer success, and background highlighting the traits that allow you to excel personally and professionally in this role at PeopleGrove.  

At PeopleGrove, we don’t just accept differences — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. PeopleGrove is proud to be an equal opportunity workplace. If you need assistance or an accommodation due to a disability, you may contact us at careers@peoplegrove.com or you may call us at 650-584-3400.