Senior Customer Success Associate

Life is Tech USA, Inc. - Los Angeles, California or Remote - Full time

Job Summary:

Life is Tech! USA is in search of a Senior Customer Success Associate who will join our quickly growing Customer Success department. Under direction of the Manager of Customer Success and the executive leadership team, the Senior Customer Success Associate will be responsible for developing, maintaining and growing customer relationships that promote retention and loyalty while contributing to the overall growth of the company as we expand our footprint across North America within the K-12 education sector.

The Senior Customer Success Associate will be expected to help customers achieve their desired program goals related to coding education, student engagement, educator engagement and more. While balancing helping customers achieve their program goals, the Senior Customer Success Associate and Customer Success department as a whole will also be expected to strategically grow and expand accounts to help the company hit key growth, revenue and retention goals.

The Senior Customer Success Associate will work closely and collaboratively with all team members including our executive team, sales team, marketing team and product development team as they bridge the gap between internal and external stakeholders. The Senior Customer Success Associate will support and drive key product/service enhancements and new developments based on customer feedback to obtain the highest ROI.

At Life is Tech! USA, we work in a fast-paced environment that makes being efficient and detail-oriented extremely valuable. Operating as a startup, being a quick thinker and willing to adapt is at the core of this position. The ability to think outside the box, constantly test, optimize and iterate and take full ownership of strategies and initiatives from A to Z will set you up for success in this position. If you have a passion for providing quality resources that invigorate and inspire learners and educators alike, Life is Tech! USA is for you.

Essential Job Functions

Customer Success

  • Customer Relationship Management
    • Lead select accounts with support of senior management from A-Z (onboarding through renewal)
      • Continues to audit, assess and iterate on best practices for onboarding, account utilization, stakeholder engagement, facilitator training and more to deliver best customer experience that yields in maximum customer retention and growth rates
  • Support with management and maintaining of complex accounts alongside senior management
  • Identify strategic growth opportunities for upsell, expansion and early/multi year renewal across accounts based on customer needs and goals; Collaborates with senior management to pitch opportunities to accounts and ultimately capitalize on them (signed contract/addendum) for department and company growth
  • Continues formal customer success training with support/guidance of senior management to continue professional development and ensure best practices are being adhered to
  • Voice of Customer
    • The CSM will be expected to champion the voice of the customer internally. The CSM will provide an authoritative view of customer health to the internal team including:
      • Connect customer feedback to Product Development, Marketing and Sales to help enhance and optimize our product (curriculums and systems) and services
      • Support executive alignment and engagement with customers
      • Nurture and develop brand advocates to generate testimonials and case studies to support new sales, renewal and lead generation opportunities

Key Competencies

  • Self-motivated & “go-getter” mindset
  • Positive, confident & can-do attitude
  • Goal-oriented & collaborative
  • Strong verbal & written communication skills
  • Optimize and iterate mindset to achieve top results
  • Able to adapt and thrive in a fast-paced and evolving environment
  • Team player
  • Mindset to learn from customers while acting as a trusted consultant and adviser 

Key Qualifications

  • 2+ years account management and customer success management including customer-facing responsibilities
  • Passion for continually improving the customer experience
  • Experience working in education technology, specifically K12 edtech, preferred
  • Experience helping customers with technical implementation and support centered around coding education a plus
  • Experience with executive stakeholder management and a strong executive presence a plus

About Life is Tech! USA

Life is Tech! USA is the North American arm of Life is Tech!, a Japanese-based coding education company who are the creators of Disney Codeillusion - an official collaboration with Disney.

With over 12 years of experience in the coding education field and educating over 250,000 students via face-to-face and online instruction, Life is Tech! created Disney Codeillusion. The program centers around a proprietary self-propelled learning cycle that helps each student nurture and maximize their unique potential through coding. Disney Codeillusion blends entertainment with education for a truly unmatched learning experience.

Traditionally sold direct-to-consumer, Life is Tech! USA has created an exclusive offering for schools and education-based organizations to bring quality coding education curriculum to the classroom. As the Customer Success Manager you will be a key component in continuing to bring our B2B offering to schools as we work to expand our presence into additional territories across North America.

Learn more about Disney Codeillusion at: https://codeillusion.io/pages/coding-for-schools

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Role

Customer Implementation / Customer Success

Experience Level

Mid Level

Life is Tech USA, Inc.

Life is Tech USA is the North American arm of Life is Tech, a Japanese-based coding education company who are the creators of Life is Tech! Lessons and Disney Codeillusion - an official collaboration with Disney.
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