Customer Success Manager Job at EdTech Jobs

Job Description

The Customer Success Manager is responsible for fostering strong relationships with Follett Software customers, ensuring they maximize value from their products post-sale, and driving customer satisfaction and advocacy. The CSM supports our Master Library portfolio product and serves as the primary strategic partner for assigned Follett Software customers. This role is responsible for owning the post-sale customer relationship, building strong partnerships with district leaders and key stakeholders, and ensuring customers realize maximum value from their investment. The CSM drives customer satisfaction, retention, advocacy, and growth by promoting industry best practices and aligning Follett Software’s products and services with each district’s evolving goals.

Job Responsibility

Own the overall customer relationship for assigned accounts, serving as the primary post-sale strategic partner
Develop, execute, and monitor product-specific Success Plans aligned to district goals, measurable outcomes, and business objectives
Ensure customers unlock the full value of Master Library, Accessit, Destiny, and the broader Follett Software ecosystem, including third-party integrations
Understand district priorities, industry trends, and challenges to effectively align product capabilities with customer needs
Share industry best practices and thought leadership internally and externally to drive innovation and customer success
Build and maintain strong, trusted relationships with district leadership, key stakeholders, and decision-makers
Act as a trusted advisor, providing strategic guidance and coaching throughout the customer lifecycle to achieve Success Plan milestones
Lead regular District Business Reviews with customer and internal stakeholders to demonstrate value, measure impact, and align on future goals
Manage proactive engagement through service check-ins, training coordination, project touchpoints, targeted outreach programs, and roundtable discussions to strengthen partnerships and community collaboration
Partner closely with Sales, Professional Services, Product Development, Support, and Marketing to ensure a seamless customer experience
Advocate for customer feedback to influence product enhancements, roadmap considerations, and service improvements
Collaborate with fellow Customer Success Managers to refine strategies, share insights, and improve processes across Follett products and services
Own and manage the renewal process for all assigned accounts, proactively mitigating churn risk through value demonstration and engagement strategies
Identify, drive, and support upsell and cross-sell opportunities in partnership with Sales
Cultivate high-satisfaction customers who serve as references, advocates, and referral sources
Serve as the primary point of contact for ongoing service and support challenges
Manage customer expectations and coordinate cross-functionally to resolve issues and implement corrective action plans
Monitor account health, identify risks early, and execute mitigation strategies to protect retention
Participate in ongoing training to deepen product, industry, and process knowledge
Continuously enhance customer success best practices and contribute to team development initiatives

Requirements

Bachelor’s degree in Business Administration, Communications, Marketing, Computer Science, or a related field (or equivalent experience)
4-6 years’ experience in customer success/account management in support of revenue clients
Proven successful experience in customer success/account management in support of large revenue clients
Exercises independent judgment and empowered to implement solutions to service the customer
Proven experience communicating to C-level executives effectively
Project Management experience
Strong troubleshooting and analytical ability
Self-starter, positive, creative problem solver
Ability to manage multiple customers' demands with excellent time management and interpersonal skills
Strong decision-making abilities
Strong organizational and project management skills
Proven initiative with troubleshooting and analytical ability
Adaptable problem solver: Thrives in fast-paced environments, embraces challenges with a 'can-do' attitude, is independent and demonstrates proactive strong problem-solving skills
Customer-centric: Passionate about understanding and solving customer needs with a strong history of customer outcome focused roles
Effective interpersonal and communication skills: excellent writing and verbal skills to clearly communicate solutions to customers
Team player: Can build strong relationships with others across the organization, preferably in a global matrix environment. Proven experience collaborating with diverse stakeholders
Proficient PC and technical/software skills

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Customer Success Manager

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