Sr. Client Success Manager
Who We Are: HelioCampus was founded with the purpose of helping college & university leaders navigate today’s growing pressures. As one of EdTech’s most steadily growing companies, our roots in higher ed ground us in the critical nature of this work.
What We Do:We help our clients navigate today’s high stakes with data and Institutional Performance Management practices. Together with our clients, we chart a path to sustainability by borrowing practices from the most successful businesses.
How We Do It:
We approach our work with a “we’re on it” attitude that the higher ed community has come to know and expect from our team. We’re data geeks to our core, committed to simplifying the toughest challenges and operating with transparency. Our most successful team members are change agents who love a challenge.
How You'll Help:The Sr. Client Success Manager (Sr. CSM) combines relationship management and sales roles to ensure client renewal, up-sell, and cross-sell goals are achieved across assigned clients. This person will provide the short and long-term success, satisfaction, and reference-ability of HelioCampus clients across all phases of the client life cycle. This team member will become a primary contact at HelioCampus that will persist as the clients move through kickoff, implementation, and operational phases and work across multiple stakeholders internally and externally. As the primary point of contact, the Sr. CSM will ensure consistent communication and expectation setting as well as any necessary escalations that might be required.
What You Will Do:
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Responsible for renewal targets and upsell/cross-sell of additional products to a defined book-of-business.
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Manage and maintain client health via regular business reviews with a defined set of named accounts.
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Smooth and efficient transition of new business (prospects and clients) workflow from Sales to Implementation Team.
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Primary point of accountability and/or escalation for select enterprise and strategic customers.
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Drive customer success through initial onboarding, implementation, analysis services account phases. This is done in close coordination with other account team members depending on the client lifecycle phase.
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Work one-on-one with clients, guiding them through the customer journey and fostering positive connections. This includes defining and managing a roadmap for each client’s analysis, data science priorities, and/or institutional assessment.
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Cultivate close relationships with client institutions’ HelioCampus champion and executive contacts to establish analysis priorities, institutional assessment roll-out/adoption, and/or strategic analysis specific to our benchmarking clients.
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Build referenceability of clients and encourage them to participate in HelioCampus product development partnerships and industry events
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Ensure and monitor proper delivery and effectiveness of account and team performance through the use of internal tracking reports and KPI dashboards (ARR, adoption and usage, customer satisfaction, account health, service hour utilization, etc.)
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Identify and target revenue opportunities to upsell and cross-sell within existing accounts
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Partner in the development of content, communication, and training to improve customer success productivity
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Collaborate cross-team with Sales, Product Management, Technical Development, and within Client Services to streamline workflows and create a seamless customer experience
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Identify opportunities and areas of improvement for customer retention initiatives and trends in customers to help determine strategy and process improvements
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Work with Operations to ensure timely billing, payment response, manage contract changes
You Will Be a Good Fit For This Role If You Have:
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4-5 years’ Account Management or Customer Success experience working with high-touch, enterprise-level accounts
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Able to communicate technical