[Remote] Customer Success Manager (Northeast)

Note: The job is a remote job and is open to candidates in USA. Lumen Learning is a fast-paced EdTech company in higher education dedicated to enabling unprecedented learning for all students. The Customer Success Manager will provide exceptional onboarding and support to existing accounts, focusing on customer engagement and relationship-building to achieve net revenue retention and account expansion.

Responsibilities

• Work closely with a portfolio of current Lumen customers (Faculty and Department Leaders) to ensure that Lumen solutions are being effectively deployed and incorporated into the learning objectives of our customer institutions
• Strive for 100%+ net revenue retention by providing a superior onboarding experience for new customers, identifying potential risk and executing plans to mitigate churn rate, and developing expansion strategies
• Drive proactive customer communications and handle day-to-day requests in an efficient and thoughtful manner, to be tracked and stored in our CRM (HubSpot)
• Identify opportunities to expand the use of Lumen solutions throughout existing customer institutions and develop cross-functional strategies to execute it
• Develop a deep understanding of Lumen’s courseware to help create best practices for our faculty and students. Share customer feedback with Lumen’s Product and Learning teams
• Work with faculty to develop strong relationships and identify opportunities to collaborate with Marketing for the creation of case studies and testimonials in order to more clearly demonstrate our value proposition

Skills

• Has successfully developed and managed direct customer relationships. Preferably in a B2B environment, either in eLearning, corporate training, or SaaS
• Has a passion for student success, technology and learning
• Possesses exceptional communication / interpersonal, analytical, and problem-solving skills
• Will be able to quickly master the technical nuances of how the Lumen solutions work and become a partner for the customer, helping them understand how these solutions can enhance their teaching and improve student success
• Strong ability to project manage and assist customers with onboarding and use of Lumen solutions
• Demonstrates the ability to work independently and in a close team environment and be accountable for work and outcomes
• Has a proven track record of aggregating individual customer feedback and requests to help us better serve the needs of our overall customer base

Benefits

• Autonomy
• 401(k) matching
• Full employee medical premium covered by company
• Flex PTO
• Paid holidays
• Work with exceptional people on an important, fulfilling mission
• Stock options
• Fully dispersed workforce

Company Overview

Company H1B Sponsorship