Customer Success Manager

 

Reports into: Customer Success Director

Department: Customer Success

Contract Type: Full-time, Permanent

Location: Remote (US -based)

 

About Us

 

BibliU's learning enablement platform empowers universities and colleges to automate learning content workflows and improve student outcomes, providing digital textbooks, monographs, and courseware more cost-effectively than ever before.

The Role

The Customer Success Manager (CSM) role ensures that customers are supported in achieving their goals, renewals occur seamlessly and that customers are happy and retained. They are responsible for driving advocacy within our client base, and being the voice of the customer internally, ensuring client feedback is shared across the business.

Responsibilities 

 

Account Success & Health

• Manage up to 25 accounts >200k ARGP including up to 5 UL

• Dedicated point of contact to customers

• Liaise with the implementation team and project management team to ensure the account is effectively onboarded

• Train faculty & students on BibliU

• Run QBRs with all customers (include analysis of usage & value)

• Collect qualitative and quantitative feedback from customers

• Monitor, report & track customer health & NPS

• Identify improvement areas & deliver these to product

• Present updates to customers on onboarding, bug status

• Maintain an up-to-date customer card in Notion for custom requirements

Renewals and upsell

• Responsible for achieving renewal targets and maximising customer margin

• Maintain up-to-date opportunities in Salesforce

• Identify upsell opportunities & work with sales tor realise them

• Build relationships with multiple stakeholders within an account

• Build Case studies & success stories from customers

Services Improvement

• Deliver feedback to product & engineering on an ongoing basis

• Participate in initiatives to streamline our processes

• Train & Mentor new CSMs

• Work closely with Product to help develop our customer offering. Ensure they are aware of customer needs arising from your interactions and put Product Managers in touch with the right stakeholders to enable their discovery process.

• Work closely with implementation reps and the project management team to ensure implementations are executed in a timely manner according to project plans.

 

 

What we’re looking for

 

• Proven track-record of achieving renewal targets

• Customer - obsessed - responsive, accountable and persistent

• Commercially driven, relationship-builder, strategic thinker

• Excellent written & verbal communication skills, ability to handle complex conversations and ensure customers feel heard & prioritised

• Project Management skills, highly organised and results-driven (PMP preferred)

• Experience managing customer relationships (university clients preferred) and running QBRs

 

Benefits

 

Our benefits are all aimed at supporting a healthy work-life balance and cultivating a company culture where you can bring your whole, human self to work.

Here's what we offer to our employees:

• 35 holiday days in addition to public holidays
• 6 set BibliU Wellness Days (in addition to your holiday allowance and public holidays)
• Your birthday off (in addition to annual leave)
• Enhanced medical, dental & vision insurance
• Enhanced maternity & paternity benefits
• Flexible working
• Access to online learning platform

We strongly encourage candidates of all different backgrounds, experiences and identities to apply. Each new hire is an opportunity for us to bring in a different perspective and BibliU is committed to building an inclusive and supportive workplace where everyone can do rewarding work.