The Customer Success Manager will support customers by delivering solutions, ensuring customer satisfaction, account retention, and nurturing strong relationships to drive program utilization and upsell opportunities.
At Colibri, 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 as a whole.
We have a rich and storied history. Colibri is one of the pioneers of online professional education,
introducing some of the first web-based professional education courses in 2001. Today, the company’s
family of brands are the leading online professional education platforms in their respective end-markets.
We proudly serve >1 million customers annually and employ more than 1,500 mission-aligned
professionals. To learn more, please visit: www.colibrigroup.com
Position Overview:
The Key Account 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, upsell/cross-sell/renewal of STC products and Services, Support Key Account Outside Sellers and support customer product adoption. Our goal is to establish a referenceable customer base through raving fans!
What You'll Do:
- Responsible for daily delivery of Colibri solutions, act 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 through 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.
What You'll Need to be Successful
- Bachelors' Degree Required
- Financial Services Experience Preferred
- Experience providing SaaS customer-facing account management.
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!
Top Skills
SaaS
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