Customer Success Manager

Join PeopleGrove: Empowering Learners as a Customer Success Manager

Are you passionate about making a real difference in higher education? At PeopleGrove, we’re revolutionizing career access and student success. We’re looking for a dedicated and strategic Customer Success Manager to join our team and champion our customers’ success. If you thrive on building relationships, driving platform adoption, and ensuring customers achieve exceptional results, this is your opportunity to shine!

Your Mission: Drive Customer Impact and Platform Adoption

As a Customer Success Manager, you’ll be the trusted advisor and strategic partner for a portfolio of our valued clients. Your primary focus will be on showcasing the immense value of the PeopleGrove platform, boosting platform adoption, and guaranteeing our customers achieve their desired outcomes and a strong return on investment. This role is critical in driving customer loyalty and growth, and ensuring our partnerships are mutually beneficial.

Key Responsibilities:

• Account Leadership: Manage a portfolio of client accounts, taking ownership of revenue forecasts, renewals, and contract negotiations to ensure outcomes are both timely and successful.
• Relationship Architect: Cultivate and nurture strong relationships with key stakeholders, deeply understanding their institutional goals and meticulously aligning PeopleGrove’s solutions to meet their unique objectives.
• Strategic Advisor: Provide consultative support, including insightful coaching and detailed reporting, to demonstrate the measurable impact on customer outcomes. Educate clients on the full spectrum of platform features and functionalities, aligning features to the most valuable use cases for each individual customer.
• Data-Driven Insights: Monitor customer adoption and engagement metrics closely to identify potential risks and emerging opportunities. Proactively implement strategies to enhance user experience and elevate customer satisfaction.
• Internal Advocate: Serve as the voice of the customer within PeopleGrove, collaborating closely with internal teams to provide invaluable feedback that informs product development and service improvements.
• Program Innovator: Actively participate in customer success initiatives, including dynamic customer workshops, informative webinars, engagement in the PeopleGrove Admin Community, and other engaging customer education and involvement tactics.
• Sales Collaborator: Partner with the Sales team to develop robust growth plans for existing accounts and assist in pre-sales activities as needed, leveraging your deep customer knowledge and insights.

What You’ll Bring to the Table:

We are looking for someone with a blend of experience, skills, and passion. Ideally, you will have:

• 5+ years of experience within the higher education or non-profit sector.
• 1+ year of experience in SaaS or equivalent technology field.
• Familiarity with the PeopleGrove platform is PREFERred, especially as an Admin.
• Proven ability to manage intricate customer relationships and deliver impactful solutions.
• Exceptional communication skills and the aptitude to collaborate seamlessly across teams and stakeholders.
• Comfort navigating both high-level platform strategy discussions and diving into technical details.
• Superior organizational skills with the ability to prioritize and manage multiple tasks efficiently.
• A deep passion for education, equity, and student success, coupled with a strong customer-first approach.
• Proficiency in Microsoft Office, Salesforce, Vitally, and other CRM tools, with the ability to learn new systems quickly.
• Willingness to travel up to 15%.

Compensation and Benefits:

We offer a competitive salary range of $65,000 – $80,000 per year, along with a comprehensive benefits package, including comprehensive health coverage and flexible PTO.

About PeopleGrove: Connecting Learners to Opportunity

PeopleGrove is higher education’s first Career Access Platform™, dedicated to ensuring every learner has access to the people and networks needed to succeed. With over 650 institutional partners, we are transforming how learners navigate their career journeys by connecting them with mentorship, networking, and job opportunities. Our solutions enable our customers to focus on student success while driving measurable outcomes that enhance institutional effectiveness and reputation. By integrating engagement and experiential education, we help our customers create lasting value for their stakeholders including students, alumni, and their broader communities. Our innovative solutions foster vibrant communities, provide personalized mentorship, and expand experiential learning opportunities to prepare users for real-world success.

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