Customer Success Manager

Customer Success Manager

STAR Autism Support is looking for a Customer Success Manager who is responsible for fostering and maintaining strong customer relationships within their assigned accounts, ensuring high levels of customer satisfaction and high renewal rates and growth opportunities that reflect a strong customer understanding of the long-term value of SAS products and services. The CSM will work closely with the Inside Sales team to ensure that our customers experience a seamless transition throughout their lifecycle. And, most importantly, the CSM shares in our passion for supporting the learning and curricula for students with autism. This is the first CSM position at SAS and therefore, we are looking for someone to bring their knowledge of Customer Success best practices and scale the department as we grow. The Customer Success Manager will work with CEO and Inside Sales Manager to transition the departmental structure over the course of the next year.

Schedule: Full-Time, Monday-Friday regular business hours

Location: Remote

FLSA Status: Exempt

Reports To: CEO

Key responsibilities

Customer Relationship Management

• Proactively owning and managing the success of a portfolio of customer accounts
• Serve as the primary point of contact for your accounts after the initial implementation and throughout the remainder of the customer lifecycle

• Developing ongoing success plans to ensure customers have a path towards sustainable product adoption, expansion, and commitment to SAS solutions
• Maintaining strong relationships and engagement with customers and ownership of our customers’ success measured through renewal rate and other metrics that measure customer health
• Provide high levels of technical and product support by troubleshooting issues that arise, as well as serving as the point of escalation when issues arise

Driving Customer Value

• Identifying opportunities to drive customer value through successful product adoption, best practice sharing and regular demonstration of SAS solutions’ ROI
• Generating excitement for new products and keep the customer informed of new features; facilitate demos, provide additional training and rollout support as needed
• Building relationships with key stakeholders, help resolve issues and escalations, and continually satisfy them with a positive, customer-centric attitude
• Serve as the primary point of contact for collaborating with the SAS training team for scheduling and delivery of professional services.
• Coordinates schedules of account activity throughout the school year to ensure successful delivery of solutions

• Assist with outcome reporting and communication of program success to key stakeholders

Revenue Generating

• Driving renewal and upsell revenue through increased product adoption and scope of trainings
• Manage annual renewal process for customers including communication, CRM tracking, and reporting

• Taking a proactive approach to curb reduction through regular account reviews and risk analysis

Individual and Team Success

• Identify and provide recommendations to develop Customer Success department procedures including training, reporting, metrics, and goals
• Participate in weekly sales team meetings to review metrics, receive coaching, and discuss industry trends

• Prioritize personal and professional development to grow one’s own capacity to promote business retention
• Collaborates with the Inside Sales, Training, and Customer Service departments to ensure a smooth transition throughout the client lifecycle
• Other duties as assigned

Required skills

• 2+ years of relevant Customer Success or Account Management experience and/or SAS inside sales experience required
• Experience in Education preferred but not required
• Bachelor’s Degree in Business, Education, or related field preferred
• Experience working with Salesforce or other CRM software preferred
• Excellent sales and customer service skills with proven negotiation skills

• Intermediate Microsoft Office and general computer technology skills required
• Highly professional and able to use good judgment and critical thinking
• Strong organizational skills to manage multiple ongoing projects at any given time
• Self-motivated and can work both independently and as part of a team
• Strong attention to detail and organizational skills

• Strong written and verbal skills

Capability Requirements

Majority of work is completed in a general office environment with exposure to moderate levels of noise in a well-lit, well-ventilated, and fast paced environment, continuously required to read computer screen. Some travel required to attend key industry conferences, less than 10% of the time.

Who we are

STAR Autism Support (SAS) is a family-owned educational consulting company based in Portland, OR. SAS provides curriculum materials, workshops and training to school and agency staff who work with students with autism and other developmental disabilities. Our unique and practical approach provides school districts with curriculum resources and a continuum of professional development activities to address the educational needs of student’s early childhood through post-secondary throughout the country and internationally.

At SAS our goal is to cultivate a supportive, positive and welcoming work environment where all staff can successfully thrive. We value and celebrate equity, diversity, and inclusion. Our vision of equity includes a continuous commitment to becoming an antiracist, multicultural organization. We strive to provide all employees with a culture of curiosity and continued learning. Our company values are listed below:

• Use innovative, evidenced-based, culturally responsive strategies to positively impact our stakeholders including students with autism and educators.
• Practice professional and personal accountability, adaptability, and respect for others.
• Maintain sustainable growth and long-term partnerships with our stakeholders in order to provide equitable services to all.

The perks of working with us

Not only are you helping do good in the world, but you will be joining a team of passionate and exceptional people within a casual environment. We offer full benefits, 401k with matching, generous PTO, and holidays. We also encourage our team to continue their own professional development by helping fund opportunities to do so.

We are a proudly Equal Opportunity Employer. STAR Autism Support (SAS) is committed to the principles of diversity, equity, and inclusion (DEI). We celebrate the differences that make each person unique, both at work and in the communities we serve. Using evidence-based practices we strive every day to make positive educational outcomes accessible to all students and educators. This commitment is also foundational to our company culture. We acknowledge that research shows that Black, Indigenous and people of color (BIPOC) and women are significantly less likely to apply for some positions, believing they must meet every qualification as described in the job description. At STAR Autism Support, we value representation, and we are most interested in finding the best candidate for the job. We know that sometimes that candidate may be one who comes from a less traditional background. We encourage you to apply, even if you don't believe you meet every one of the qualifications described in the job description.