Customer Success Manager - Freeport, United States - Wayside Publishing
2 weeks ago
Description
Wayside Publishing is a progressive developer of world language programs, resources, and materials for middle and high schools across the United States.
We partner with educators to craft transformative texts and digital tools that engage students and foster successful communication and understanding across cultures.
What You'll Do
A Customer Success Manager (CSM) plays a crucial role in ensuring that customers derive maximum value from the products or services offered by a company.
Primary Responsibilities
Guide new customers through the onboarding process.
Conduct product training sessions to ensure customers understand and effectively use the product.
Establish and maintain strong relationships with key stakeholders within customer organizations.
Act as the main point of contact for customer inquiries, concerns, and escalations.
Identify opportunities for customer success stories, testimonials, and referrals.
Encourage and facilitate customer participation in case studies and testimonials.
Monitor and analyze customer usage and adoption of the product.
Provide proactive recommendations to increase product utilization and value.
Regularly assess customer satisfaction through customer surveys and other metrics.
Address and mitigate customer issues and challenges.
Collaborate with the sales team to ensure timely renewals of customer contracts.
Identify upsell opportunities based on customer needs and usage patterns.
Gather and relay customer feedback to internal teams for product improvements.
Collaborate with the product team to communicate upcoming features and enhancements.
Work closely with sales, marketing, product, and support teams to align efforts and drive overall customer success.
Other duties as assigned.
Requirements
Minimum of 5 years of experience in education, K12 publishing, or customer success.
Bachelor's degree in education, business, marketing, or a related field.
Proven experience in customer success, account management, or a related customer-facing role.
Strong communication and interpersonal skills.
Analytical mindset with the ability to interpret data and derive actionable insights.
Familiarity with CRM software and customer success tools.
Ability to work in a fast-paced, dynamic environment.
Experience in the K-12 publishing industry.
Bilingual in Spanish or French is preferred.
Certification or experience in customer success management is preferred.
Demonstrates an unquenchable desire to further language education.
Possesses a growth mindset and values innovation.
Takes initiative with a positive, can-do attitude and welcomes feedback.
Values a friendly, cooperative, and collaborative team environment.
Is attentive to details and respectful of deadlines.
Adheres instinctively to basic grammar rules.
Learns and applies new skills quickly.
Responds to stressful situations calmly and effectively.
What We Offer
Competitive compensation:
base salary plus achievement-based incentive program, uncapped potential.
Health insurance with options for dental, vision, life insurance, and more.
Retirement savings plan with employer contribution.
Employer-paid STD and LTD policies.
Paid holidays.
Work/life balance as a company value.
We believe that traditional hiring policies can hurt the most marginalized people in society, including people of color, people from working-class backgrounds, women, and LGBTQ people.
Because we believe that these communities must be centered in the work we do, we strongly encourage applications from people with these identities or who are members of other marginalized communities.
Wayside Publishing is an Equal Opportunity/Affirmative Action Employer.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.
When submitting your application, please include a concise cover letter that speaks to your experience, and why this role is the next best step in your career.
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