[Hiring] Customer Success Manager @GoGuardian

Role Description

The Customer Success Manager (CSM) is responsible for retaining and growing a portfolio of active customer accounts, providing best-in-class support and customer success management. Reporting to the Manager, Customer Success, you’ll play a pivotal role in ensuring that our customers are achieving maximum value from our solutions, ultimately driving renewals, expansions, and cross-sells.

Your primary objective will be to support customers in achieving their goals through GoGuardian’s platform, acting as their trusted advisor and main point of contact throughout the customer journey to retain and grow GoGuardian products and services.

• Drive Renewals and Account Retention:
  • Ensure a high rate of renewals by managing and nurturing customer relationships, proactively identifying and addressing any challenges, and securing contract renewals before expiration.
• Identify and Execute Expansion Opportunities:
  • Recognize opportunities for account growth by upselling and cross-selling GoGuardian’s products to meet evolving customer needs, contributing to both customer success and revenue targets.
• Guide Customers Through Onboarding and Product Adoption:
  • Lead new customers through implementation and onboarding, ensuring a smooth transition to GoGuardian’s platform and supporting product adoption through monitoring, guidance, and ongoing best practices.
• Monitor and Improve Customer Health:
  • Track customer usage and engagement, leveraging product usage and analytics tools to forecast risks of churn and opportunities for growth.
  • Take proactive steps to maintain and improve customer health, providing personalized support as needed.
• Act as a Strategic Customer Advocate:
  • Build trusted advisor relationships by understanding customer goals and acting as their advocate within GoGuardian.
  • Partner with cross-functional teams to deliver on customer needs, providing feedback to Product and other departments to continuously improve the customer experience.
• Maintain a High-Accuracy Sales Pipeline:
  • Manage your pipeline within Salesforce, maintaining high accuracy in opportunity forecasting and reporting.
  • Responsible for meeting or exceeding a renewal, expansion, and cross-sell quota on a quarterly and annual basis.
• Deliver Exceptional Customer Experience:
  • Aim to provide a delightful experience in every interaction by being responsive, knowledgeable, and proactive, continuously working to enhance customer satisfaction and loyalty.
• Support Strategic Initiatives and Internal Collaboration:
  • Work closely with New Business Managers to develop and execute Strategic Growth Plans for your designated region.
  • Facilitate seamless transitions from Sales to Customer Success, ensuring alignment on customer needs and objectives.

Qualifications

• 3+ years of experience in Customer Success, Account Management, or a client-facing sales role
• Deep understanding of GoGuardian’s full product suite and ability to align solutions to district needs
• Proficient in Salesforce, including managing forecasts and building reports to inform account strategy
• Skilled in navigating customer objections and negotiating toward value-based outcomes
• Owns renewal and expansion motions, consistently delivering against ARR targets
• Able to work cross-functionally with channel and sales
• Practice detailed sales data hygiene in Salesforce and other sales tools
• Eager to take initiative in a fast-paced, ever-changing, dynamic environment
• Fueled by the opportunity to truly impact the education landscape

Requirements

• Own and nurture customer relationships, ensuring that GoGuardian products and services consistently meet and exceed expectations
• Act as the main point of contact for assigned accounts, fostering a trusted advisor relationship that positions GoGuardian as an essential partner in achieving customer goals
• Provide regular communication, strategic guidance, and best practices to help customers maximize their use of our platform
• Collaborate with New Business Managers to develop and execute Strategic Growth Plans for assigned regions
• Proactively manage contract renewals, ensuring agreements are secured before expiration, and identify areas for account expansion to support customer needs
• Track and monitor customer usage, engagement, and health, addressing any risks of churn with timely, targeted interventions
• Identify and pursue opportunities to upsell and cross-sell additional GoGuardian products, driving growth within your existing accounts
• Actively manage and maintain your sales pipeline within Salesforce, with impeccable hygiene and a high level of accuracy in opportunity forecasting and management
• Meet or exceed your ARR targets on a quarterly and annual basis through proactive account management, focusing on retention, expansion, and cross-sell opportunities
• Coordinate with internal teams to ensure a seamless customer experience, from onboarding through the entire customer lifecycle
• Act as an advocate for your customers within GoGuardian, sharing product feedback and insights with the Product team to inform future developments
• Partner with internal stakeholders to quarterback customer risks and escalations, creating and executing action plans to resolve issues and enhance customer satisfaction

Benefits

• Competitive pay, complete health insurance, 401(k) matching, and an employee equity plan
• Flexible time off, paid holidays, paid parental leave, wellness days, and a paid year-end holiday break
• A robust catalog of benefits that support your professional growth and personal well-being, including work from home funds, fertility & adoption reimbursement, and more
• The typical annual base salary range for this position, combined with variable pay, results in total target earnings (OTE) of $120,000. Commission for this role is uncapped, meaning there is additional earning potential above the stated OTE based on performance