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Customer Success Manager 🔥


Customer Success Manager Remote At Colibri Group, culture is a critical part of our collective success, and we live our values everyday: Love, Joy, Boldness, Teamwork, and Curiosity. These values guide our interactions with each other, our customers, and the community. Position Overview The Customer Success Manager is a critical customer-facing role which provides daily support, guidance, and growth opportunities to our customers. As a customer advocate, the Customer Success Manager is responsible for delivering a superior customer experience to our customers while cultivating the relationship based on customer journey mapping, proactive account management, promoting customer satisfaction, upselling/cross-selling/renewal of products and services, supporting key account sellers, and supporting customer product adoption. Our goal is to establish a referenceable customer base through raving fans! Position Requirements & Major Responsibilities
  • Responsible for daily delivery of Colibri Group solutions, acting as the daily point of contact and trusted advisor, with deep understanding of customers’ business goals and pain points
  • Define success plans rooted in data, with clear deliverables for each assigned customer and ensure clear communication across the customer operational areas, ensuring best in class service
  • Work with customers to help them extract maximum value from Colibri’s solutions to ensure high levels of program utilization while conducting consistent calibration sessions and business reviews
  • Build a strong understanding of client and industry segmentation, behavior, and insights to drive customer lifetime value
  • Ownership of customer engagement including onboarding, nurturing, customer upsell/cross-sell and renewals
  • Establish, manage, and grow value-based relationships though exceptional communication and follow through to ensure customer satisfaction, resulting in high customer retention
  • Serve as voice of the customer to prioritize feature requests and platform improvements during product discussions for Colibri to improve our business solutions using the customer feedback loop
  • Responsible for account retention, growth, and upsell-cross sell
  • Actively drive customer references and case studies
Qualifications
  • Bachelors’ degree required
  • Financial services experience preferred
  • Experience providing SaaS customer-facing account management
  • Project plan and management skills
  • Proven ability to communicate, build, and maintain strong relationships at all organizational levels to promote customer success
  • Strong work ethic and ability to manage high levels of volume across multiple customers and projects, with varying degrees of priorities, while fostering retention and loyalty in a fast-paced environment
  • HubSpot, NetSuite and/or other CRM tools preferred
  • PowerPoint, Word, and Excel mastery required
  • Data driven account management & upsell/cross-sell/renewal required
  • Lean process acumen – Sig Sigma background preferred
  • Excellent verbal and written communication skills
  • Ability to leverage your creativity, intellect, and results-oriented attitude to advance Colibri’s vision for the future
About Colibri Group Colibri Group is building the future of professional education. Headquartered in St. Louis, Missouri, Colibri Group is one of the pioneers of online professional education, introducing some of the first web-based professional education courses in 2001. Students and professionals start and advance their careers through the company’s online and in-person learning solutions for licensing, continuing education, test preparation and professional development. Today, we proudly serve over one million customers each year and employ more than 900 mission-aligned professionals. Our family of brands are the leading online professional education platforms in their respective end-markets. We provide a holistic learning experience for students and professionals to achieve more and thrive throughout their careers in real estate, financial services, teacher education, healthcare, valuation and property services, accounting, among other professions. Visit www.colibrigroup.com for more information. Colibri Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Colibri Group prohibits discrimination and harassment of any kind based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.

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