Customer Success Manager - Foundation
The Customer Success Manager (CSM) at GoGuardian is responsible for managing and expanding a portfolio of active customer accounts, ensuring clients derive maximum value from the company's K-12 learning solutions. Reporting to the Manager of Customer Success, the CSM collaborates closely with New Business Managers to develop strategic growth plans, guide new customers through onboarding, and proactively monitor customer health to mitigate churn risks. This role is pivotal in driving renewals, expansions, and cross-sells, acting as the primary point of contact throughout the customer journey.
Key responsibilities include driving renewals and account retention by nurturing customer relationships and securing contract renewals before expiration. The CSM identifies and executes expansion opportunities through upselling and cross-selling GoGuardian's products to meet evolving customer needs. Additionally, the role involves guiding customers through implementation and onboarding, monitoring customer usage and engagement to forecast risks, and acting as a strategic advocate by understanding customer goals and providing feedback to internal teams.
The ideal candidate possesses 1-2 years of experience in account management, customer success, sales, or related fields within the B2B SaaS industry, preferably with a background in edtech or education-focused software solutions. Strong communication skills, proficiency with CRM tools like Salesforce, and the ability to manage multiple accounts effectively are essential. A customer-centric mindset, adaptability in fast-paced environments, and a proactive approach to identifying growth opportunities are also key qualifications.
GoGuardian offers a competitive compensation package, with total targeted earnings ranging from $90,000 to $100,000 annually. Benefits include comprehensive health insurance, 401(k) matching, an employee equity plan, flexible time off, paid holidays, paid parental leave, wellness days, and a paid year-end holiday break. Additional perks support professional growth and personal well-being, such as work-from-home funds and fertility and adoption reimbursement.
The company fosters an inclusive and mission-driven culture, emphasizing collaboration, accountability, and continuous learning. Employees are encouraged to bring their whole selves to work, contributing to a supportive environment where diverse perspectives are valued. GoGuardian's focus on improving learning environments offers employees the opportunity to make a meaningful impact in the education sector.