Customer Success Manager (Northeast)

Customer Success Manager (Northeast)

Remote, US-based

The Customer Success Manager provides outstanding service and support to grow existing accounts by partnering on strategic initiatives, driving increased utilization and engagement through courseware implementation, and engaging with customers over long-term relationships. Your performance will be measured through net revenue retention, account expansion, and relationship-building activities.

The purpose of this position is to provide exceptional onboarding and implementation to new users, retain existing business, and identify expansion opportunities at institutions that are currently using our courseware.

The primary metrics for the position include:

• Consistently achieve net retention goals
• Lead effective onboarding and implementation of Lumen courseware
• Identify expansion opportunities and collaborate with Sales on strategy
• Effectively and consistently document all activities in HubSpot

Travel requirements:

• Attend Lumen’s annual company meeting
• Able to travel for campus visits 2-3 times per Fall and Spring term

Key Responsibilities:

• Account Management: Work closely with a portfolio of current Lumen customers (Faculty and Department Leaders) to ensure that Lumen solutions are being effectively deployed and incorporated into the learning objectives of our customer institutions.
• Performance Metrics: Strive for 100%+ net revenue retention by providing a superior onboarding experience for new customers, identifying potential risk and executing plans to mitigate churn rate, and developing expansion strategies.
• Day-to-Day Communications: Drive proactive customer communications and handle day-to-day requests in an efficient and thoughtful manner, to be tracked and stored in our CRM (HubSpot).
• Grow Accounts: Identify opportunities to expand the use of Lumen solutions throughout existing customer institutions and develop cross-functional strategies to execute it.
• Understand our Products: Develop a deep understanding of Lumen’s courseware to help create best practices for our faculty and students. Share customer feedback with Lumen’s Product and Learning teams.
• Build References: Work with faculty to develop strong relationships and identify opportunities to collaborate with Marketing for the creation of case studies and testimonials in order to more clearly demonstrate our value proposition.

The ideal candidate will have the following skills and experience:

• Relationship Driven: Has successfully developed and managed direct customer relationships. Preferably in a B2B environment, either in eLearning, corporate training, or SaaS.
• Learning and Solutions Advocate: Has a passion for student success, technology and learning.
• Communicator: Possesses exceptional communication / interpersonal, analytical, and problem-solving skills.
• Detail Oriented: Will be able to quickly master the technical nuances of how the Lumen solutions work and become a partner for the customer, helping them understand how these solutions can enhance their teaching and improve student success.
• Project Management: Strong ability to project manage and assist customers with onboarding and use of Lumen solutions.
• Independent Worker: Demonstrates the ability to work independently and in a close team environment and be accountable for work and outcomes.
• Identifies Trends: Has a proven track record of aggregating individual customer feedback and requests to help us better serve the needs of our overall customer base.

Organization Alignment:

• Reports to the VP of Customer Success
• Member of the Director of Learning Solutions (DLS) team
• Collaborates closely with the Sales, Support, Product, and Learning teams

About Lumen Learning

Our mission is to enable unprecedented learning for all students. We are a fast-paced EdTech company in higher education currently supporting more than 400,000 students, 5,000 faculty members at more than 500 colleges and universities across the country. Lumen provides solutions that create effective learning experiences for students and guide faculty members in the use of evidence-based teaching practices that improve student success.

We are doing something that has not been done before. Each position requires an individual who can assess the needs of customers, the education community, and other Lumen team members and develop new approaches and solutions. This requires creativity, commitment, generosity, openness, and a drive to create belonging for our team and community. You can read more about our company values here, and find out more about what we do on our website.

We are committed to building an organization that reflects the diversity of the communities and students we serve. We can only achieve our goals by creating a team of differing perspectives, social circumstances, values, and abilities, including those of historically resilient communities. We strongly encourage applications from Black, Indigenous, Hispanic, Asian, & other People of Color, immigrants, LGBTQIA+ individuals, people with disabilities, and members of underrepresented groups. Lumen Learning is proud to be an equal-opportunity employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, sex, age, religion, national origin, disability, veteran status, genetics, sexual orientation, gender identity, or gender expression.

Benefits:

• Autonomy
• 401(k) matching
• Full employee medical premium covered by company
• Flex PTO
• Paid holidays
• Work with exceptional people on an important, fulfilling mission
• Stock options
• Fully dispersed workforce