We’re looking for a Manager, Customer Success whose top priority is to help customers centralize and simplify their academic operations with Coursedog. Our products are widely adopted across an institution so you’ll need to navigate complex customer relationships to drive adoption.

At Coursedog we prioritize ownership, and empower all team members to contribute and implement ideas to continually improve the company. As a Coursedog Manager, Customer Success, you’ll be on the ground-floor helping us build processes for adoption and retention.
Key Responsibilities
Manage and lead a team of Customer Success Managers, becoming a trusted advisor with our customers to translate business processes into ROI and deliver a great customer experience with Coursedog.
Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell.
Own customer health; create, own & drive a customer’s overall success plan.
Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities.
Partner closely with the larger organization (namely project managers, product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured.
Maintain accurate customer records, activity logs, and other relevant documentation such as success plans, goals, milestones, and usage metrics in the customer relationship management (CRM) system.
Transform customers into brand advocates through successful relationship building, achieving customer goals, and providing world-class service.
Manage and drive resolution to customer escalations; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise.
Provide customer training for current and future product features in both one-to-one as well as one-to-many customer audiences.
Translate customer needs and feedback to make informed feature recommendations with attention to detail.
Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions.
Skills Knowledge and Expertise
Bachelors Degree with 2-3+ years of Customer Success experience
Proactive communication skills, both sync and async. Strong customer facing skills and experience
Ability to follow through and take full ownership of customers and their outcomes
Experience managing and building relationships across multiple stakeholders
Experience uncovering uses-cases, identifying business needs and mapping to a solution
Critical thinking and problem solving skills.
Ability to juggle multiple priorities, prioritize and create the right accountability for success.
Extremely organized. You’re able to take on a project with keyboard-level execution.
Intrinsically motivated: you set the highest possible bar for what you build, write, ship
Experience with customer success platform a plus
Knowledge of academic operations or Higher Education a real plus