Job Title: Customer Success Manager (CSM)
Location: United Kingdom
Position Overview:
We are seeking an experienced and dynamic Customer Success Manager (CSM) to join our rapidly growing and internationally focused team. This role is pivotal in strengthening customer relationships established by the Account Executive, ensuring that CYPHER Learning’s subscriptions and services provide maximum value and help customers achieve their business and educational objectives.
The CSM will oversee successful implementation, encourage ongoing customer adoption, and proactively assess customer satisfaction to drive opportunities for expansion, upselling, and renewals. As the primary point of contact for customers, the CSM will cultivate relationships across various levels within customer organizations to enhance their overall experience and long-term engagement.
Key Responsibilities:
- Customer Onboarding & Implementation: Guide a portfolio of CYPHER Learning customers through platform activation and adoption, ensuring a seamless onboarding experience by coordinating with implementation resources. This role requires managing third-party partners involved in implementations, ensuring smooth collaboration and alignment with customer expectations.
- Customer Engagement & Retention: Monitor customer usage trends and proactively address engagement barriers, ensuring continuous adoption and customer success. As part of a more complex deal structure, the CSM will engage with key stakeholders earlier in the sales cycle to establish relationships before contract closure, ensuring a smooth handoff and stronger long-term engagement.
- Expansion & Growth: Identify upselling and expansion opportunities by fostering strong relationships with customers, collaborating with internal teams, and positioning additional CYPHER Learning solutions to meet evolving business needs. This includes introducing and promoting third-party products within the existing customer base to drive additional value and revenue growth.
- Renewals & Satisfaction Management: Ensure high levels of customer satisfaction and retention by conducting proactive check-ins, resolving issues efficiently, and optimizing the customer experience to drive renewal rates.
- Strategic Success Planning: Develop customized customer success plans (as appropriate) that outline key milestones, objectives, and performance metrics to measure implementation success and long-term value realization. With larger, more complex deals, the CSM will work closely with enterprise clients, ensuring a consultative approach that aligns with their long-term business strategy.
- Quarterly & Annual Reviews: Conduct periodic business reviews with larger customers to assess performance, address concerns, and strategize future opportunities for growth and optimization.
- Cross-Functional Collaboration: Work closely with Sales, Product, and Support teams to relay customer feedback, influence product development, and ensure a seamless customer journey. As we expand partnerships in the UK and EMEA, the CSM will need to collaborate effectively to align priorities and mitigate potential conflicts in channel strategy.
- Relationship Management: Establish and nurture relationships across various customer roles, from daily users to senior decision-makers and procurement teams, ensuring a multi-tiered engagement strategy.
- Product Expertise & Consultation: Develop an in-depth understanding of CYPHER Learning solutions, enabling effective guidance on best practices, training, and recommendations aligned with customer needs.
Skills & Experience:
- Education: A Bachelor’s degree in Business, Technology, Education, or a related field is preferred.
- Experience:
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- 5 to 10 years of experience in customer success, account management, or a client-facing role, with a proven ability to understand customer needs and drive long-term success.
- Experience in the SaaS industry is highly desirable.
- Strategic & Customer-Centric Approach: Strong ability to balance personalized customer support with a data-driven, strategic approach across multiple accounts.
- Communication & Presentation Skills: Excellent verbal and written communication skills, with experience in leading discussions, facilitating training, and delivering impactful presentations to internal and external stakeholders.
- Sales & Performance Focus: Comfortable working within a quota-based environment, with a track record of achieving retention, upselling, and customer engagement targets.
- Technology Proficiency: Strong understanding of digital platforms, SaaS solutions, and business applications, with the ability to translate technical functionalities into valuable business outcomes.
- Global & Cross-Cultural Competence: Ability to work with customers across diverse industries and geographic locations, ensuring cultural awareness and international best practices are integrated into customer success strategies.
Why Join CYPHER Learning?
- Be part of an innovative and global organization that is revolutionizing digital learning.
- Collaborate with a diverse, international team in a fast-paced and dynamic startup environment.
- Opportunity to drive customer success strategies that impact businesses and educational institutions worldwide.
- Competitive compensation package, professional development opportunities, and a supportive work culture.
If you are passionate about customer success, relationship management, and driving business impact, we would love to hear from you!
Apply today to be a key player in shaping the future of digital learning with CYPHER Learning.
Apply Now