[Remote] Customer Success Manager - EdTech

Note: The job is a remote job and is open to candidates in USA. Infobase is dedicated to powering informed decisions for schools, libraries, and institutions by providing resources that enhance information literacy. The Customer Success Manager (CSM) will focus on retaining revenue from Key Account Customers, strengthening relationships, ensuring high satisfaction, and executing outreach campaigns to boost customer engagement.ResponsibilitiesAchieve the budget for renewals for Key AccountsSupport Business Development Executives by promoting cross sells to existing customersHandle incoming customer requests from key accounts customers promptly and professionallyBuild and maintain strong relationships with customers, understanding their needs and concernsDevelop and execute an annual Calendar of Activities to improve customer satisfaction and promote usageExecute the renewal process identified by the Executive leadership team and assigned by the Customer Success Team Lead or executive team member. Execution will include targeting customers who have not renewed, asking for purchase orders, seeking invoices and other various administrative work to book renewals and ensure customer is set up for optimal usageExecute specific outreach campaigns targeting customers and addressing other non-renewal mattersCollaborate with your direct supervisor for suggestions on how the marketing team can enhance customer usage and satisfactionTake ownership of maintaining a target renewal budget for assigned marketAnalyze customer usage patterns and provide insights to improve usage and retention ratesWork closely with your direct supervisor to ensure customer satisfaction and address issues promptlyMaintain accurate and up-to-date records of customer interactionsGenerate reports on account status and provide regular updates to the management teamLead/Participate/Engage in onboarding processes as assigned, ensuring seamless transitions for clients, and optimizing initial experiencesActively lead or participate in providing product training and demonstrations to clients as needed to ensure usage KPIs are achieved and maintainedAssist Strategic Accounts, Multi Market Accounts and ILC accounts when assignedFlag/identify customers who may be 'at risk' and work with Team Lead on strategies to improve usageSkillsBachelor's degree in Business, Education, or a related fieldMinimum of 2 Years experience in a similar roleKnowledge of the education technology industry and understanding of current trends and challengesExceptional written and verbal communication skills to effectively engage with clients and internal teamsStrong analytical and problem-solving skills to address client issues and optimize their use of our productsStrong organizational and time-management skills, allowing for the management of multiple client accounts simultaneously, ensuring deadlines and milestones are metExceptional customer relationship skillsAbility to handle customer inquiries, complaints, and requests professionallyTeam-oriented with the ability to collaborate across departmentsFlexibility to adapt to changing customer needs and industry trendsAccurate record-keeping and documentation skillsProficiency in using relevant software and tools for documentationExperience in EdTech roles preferredBenefitsA full suite of benefits including health, dental, vision, 401K and a generous paid time off planCompany OverviewInfobase, backed by over 80 years of expertise, is a leading information literacy solutions provider that empowers learners, educators, and organizations with trusted content and tools—building information literacy, supporting lifelong success, and helping individuals confidently navigate information and make informed decisions. It was founded in 1941, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is http://www.infobase.com.