Customer Success Manager

BigSpring is an AI-powered work readiness platform that gets people job-ready, not test-ready. The platform creates work-ready talent at a pace with rapidly evolving market needs. BigSpring’s reach extends globally to over a million learners with customers such as Google, Facebook, Uber, Samsung, AXA Insurance, Sotheby’s, Tata Group and others. BigSpring has been selected by the World Economic Forum as a Technology Pioneer 2020 (past recipients included Google, Twitter, Airbnb, and Palantir).

ABOUT THE ROLE

Our Customer Success team advises and guides a wide variety of customers, ensuring they use BigSpring successfully, adopt it widely and are continually deriving business value from BigSpring. Our CSMs work closely with customers to discover their business needs and challenges and then coach them on the best ways to use BigSpring to solve them.

Working closely with the Sales team, our CSMs help identify areas where existing customers could improve their use of BigSpring or uncover new use cases for BigSpring. From time to time, our CSMs will work with Sales on pre-sales activities like pilot engagements to set up a customer for long term success.

Part coach, project manager, consultant and product expert, the BigSpring CSM is continually focused on helping our customers improve their team productivity and be successful with BigSpring..

In this role you’ll:

• Empathize with every aspect of the customer experience, putting customers’ needs first.
• Guide and coach customers with proactive customer success processes.
• Engage in a regular cadence with customers (including meet with customers onsite as needed) to discover and understand their needs to help them develop a tailored BigSpring experience.
• Maintain high levels of customer engagement and satisfaction
• Approach every customer engagement with a metrics and outcomes based mindset.
• Identify common customer challenges to suggest better solutions.
• Partner with the BigSpring Sales team to help drive growth, retention and expansion at the customer.
• Partner closely with other cross-functional team members to translate business needs and product requirements into improvements and new solutions for customers.
• Continually adapt existing customer onboarding assets and refine them over time.
• Serve as the primary point of escalation when customer issues arise, troubleshooting, and ensuring quick resolution.
• Collect product feedback and influence the product roadmap and GTM strategy.
• Help drive customer references and case studies.

What you’ll bring to the team:

• Relevant work experience in a customer-facing customer success, account management or strategic consulting organization. SaaS experiences a benefit.
• Proven track record of high customer retention, renewal, and growth
• Experience driving product adoption within large educational or enterprise populations
• Natural problem solver and strategic thinker, comfortable manipulating large data-sets
• Self-motivated, proactive team player with innovative ideas to inspire customer engagement and adoption.
• Strong interpersonal skills and experience building strong relationships.
• Diplomacy, tact, and poise under pressure when working through customer issues.

Why you’ll love working here:

• You’ll be part of an innovation-driven, high-growth company on a mission to improve people’s lives
• Competitive compensation package with equity
• Exceptional medical, vision and dental coverage
• Flexible vacation and PTO
• Female Founder/CEO
• Supportive, highly collaborative team environment
• Bi-Weekly Learning Sessions

BigSpring is an Equal Opportunity Employer. BigSpring does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need. You must have authorization to work in the location the position is posted.