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< class="h3">Company Description

Our mission is to transform the way online learning experiences are created, managed, and delivered on a global scale. Our goal is to become the premier enterprise platform for organizations who need to train and engage with their customers. We are a fast-growing tech company --  a people-first organization with a flexible, fun, hard-working environment.

< class="h3">Job Description

We are looking for a rockstar Principal Customer Success Manager (P-CSM) who is excited to be the face of Thought Industries to a portfolio of customers. As a Principal CSM, you will be responsible for building strong customer relationships by becoming a trusted advisor and owning the success of the overall post-sales partnership and expansion. You will be responsible for driving customer outcomes while demonstrating the value (return on investment) for our customers; onboarding, adoption, expansion and renewals are key performance indicators for success. 

To be successful in this role, you must be passionate about customer success, be a team player, have outstanding collaboration skills with the ability to think both critically and laterally. You must be able to cope with shifting business priorities and be able to prioritize tasks appropriately and quickly.

Responsibilities and how you will make an impact:

• Successfully manage a portfolio of our top enterprise customers and prioritize amidst multiple competing priorities, escalations, and deadlines

• Act as a trusted advisor to the customers to drive product adoption and ensure they leverage the platform to achieve agreed upon operational priorities, leading to full business value.

• Develop a deep understanding of customers’ unique business needs and challenges and identify and manage any internal resources necessary to realize the client’s goals

• Agree on business objectives and goals with customers to build measurable success plans, set cadence of communication to deliver ROI and operational reviews.

• Develop dynamic Success Plans and Value Maps that will demonstrably deliver on customer expectations and manage exceptions

• Build strong customer relationships that can help uncover any concerns and ensure satisfaction

• Conduct BiAnnual Executive Business Reviews (EBR) to ensure the customers business objectives are accurately measured and tracked.

• Act as an advocate for the client, within the business model of TI, and bring back structured requests or feedback to the appropriate internal team. Leverage internal business relationships and processes to resolve concerns and enhance the customer experience.

• Manage expectations regarding product roadmap/product requests

• Identify early warning signs of risk and establish internal action plans to address customer concerns

• Become an expert of the ins and outs of the TI platform and its capabilities in order to consult with clients and help them to achieve their unique goals.

• Develop new and innovative ways to share relevant data and insights that are impactful to customers and ties back to their success drivers through operational reviews to key customer stakeholders as well as Strategic Business Reviews.

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< class="h3">Qualifications

• 5+ years of experience in a tech SaaS company, preferably as a CSM

• 2+ years of experience as a Senior/ Principal Customer Success Manager in a SaaS company

• Be comfortable managing the renewals as well as upsell processes, including negotiations. 

• Ability to multi-task and independently handle and with excellent follow up

• Excellent interpersonal skills and the ability to guide change and motivate various stakeholders, supported by good communication, presentation, and influencing abilities

• Tech-savvy, adaptable, and comfortable with frequent functionality updates

• Ability to speak to technical details and business strategy in the same conversation

• Proven ability to establish and build effective working relationships, including successfully bringing calm to a tense situation

• Customer-first mentality; ability to empathize and build positive client relationships

• Comfortable working independently, but also an excellent team player

 

Preferred Experience

• Experience with E-Learning and/or Learning Management Systems

• Experience analyzing data, trends, and client information to identify product or growth opportunities in service of customer value

• Expert organization, project management, and time management skills

< class="h3">Additional Information

All your information will be kept confidential according to EEO guidelines.

 

Thought Industries does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Employment decisions at Thought Industries are based on merit, qualifications, and abilities.