Customer Success Manager
Reports to: Chief Product Officer
Compensation Package: $90,000 - $110,000 (inclusive of base salary, bonuses and all benefits.)
About Innovare
Innovare - Social Innovation Partners is a social enterprise founded in July 2017, focused on improving education to accelerate social change. Our software and support empowers education leaders to drive continuous improvement in their organizations to impact students and communities. We currently have customers across the United States and Latin America and are expanding rapidly. We want you to be part of our team of educators, private sector transplants, data and tech experts working together toward equity.
About the Role
The Customer Success Manager is responsible for developing and nurturing customer relationships, always with a goal to impact organizational growth. In addition to ensuring customer satisfaction, the individual in this role will consult on our community development efforts that enhance our social innovation outcomes and brand presence. The Customer Success Manager collaborates with colleagues across our Marketing, Product, and Sales teams and works closely with our Executive team to ensure all efforts are centered around the needs of our customers.
The Customer Success Manager is responsible for developing and nurturing customer relationships, always with a goal to impact organizational growth. In addition to ensuring customer satisfaction, the individual in this role will consult on our community development efforts that enhance our social innovation outcomes and brand presence. The Customer Success Manager collaborates with colleagues across our Marketing, Product, and Sales teams and works closely with our Executive team to ensure all efforts are centered around the needs of our customers.
An ideal candidate has a strong data strategy and continuous improvement background, knows how to operationalize research and use this information to lead customers in implementation, execution, and monitoring of successful goal-oriented strategy planning. Most importantly, the candidate is nimble, resilient, empathetic, and thrives in a changing environment. A passion for equity and social justice is imperative.
An ideal candidate has a strong data strategy and continuous improvement background, knows how to operationalize research and use this information to lead customers in implementation, execution, and monitoring of successful goal-oriented strategy planning. Most importantly, the candidate is nimble, resilient, empathetic, and thrives in a changing environment. A passion for equity and social justice is imperative.
Responsibilities
The Customer Success Manager (CSM) supports customer relations and identifies the impact of Innovare’s mission and products, both internally and externally, by providing ongoing support in the successful implementation of Inno, our data and strategic planning application. The CSM also manages the customer account by building a positive relationship with customers, applying continuous improvement best practices, and leveraging proven project management tactics to ensure our customers reach their goals and are satisfied with the product and support.
Responsibilities include, but are not limited to:
- Leads customer success activities such as onboarding, project management, use of product analytics, defining responsibilities and expectations with our customers and internal team members
- Maintains detailed customer records to understand each on an individual, personalized level and uses this information to assist in achieving milestones and social impact goals
- Collaborates with leaders as a thought partner to analyze and strategize around data, ideate data dashboards, develop goals through the use of root cause analysis, driver diagrams, and theory of action workshops
- Researches and incorporates best practices to demonstrate
- Leads customer success activities such as onboarding, project management, use of product analytics, defining responsibilities and expectations with our customers and internal team members
- Maintains detailed customer records to understand each on an individual, personalized level and uses this information to assist in achieving milestones and social impact goals
- Collaborates with leaders as a thought partner to analyze and strategize around data, ideate data dashboards, develop goals through the use of root cause analysis, driver diagrams, and theory of action workshops
- Researches and incorporates best practices to demonstrate resourcefulness in customer trainings and meetings
- resourcefulness in customer trainings and meetings
- Builds trust with customers by executing on the Innovare brand experience with our customers
- Builds processes related to customer success that scale as the team grows
- Collaborates with colleagues across our Marketing, Product, and Sales teams, representing our customers’ voice in strategic Company discussions
- Participates in Company strategic goal setting, progress monitoring, and training activities aligning to our goals and mission
Minimum
Qualifications
Organizational change management experience in a project delivery role (i.e. stakeholder impact assessment, communications, training, and value realization tracking)
Flexibility, resilience, and strong collaborative skills; able to work independently and be agile and adapt quickly in a fast-changing environment
A high ability to adapt in the evolution of services, products, offerings, and processes and willingness to help the Innovare leadership team shape and be the leader of the customer brand experience
Experience leading customers through challenging transformations across various layers, including people, process, and technology
6+ years working in education-based customer success roles with proven record of managing teams and leading the implementation of strategic plans
5+ years in leading large multi-functional teams, high project complexity, and high contract value
Excellent verbal and written communication skills
Exceptional organizational skills and attention to detail
Proven success in customer relations and stakeholder engagement with the ability to mitigate issues and problem solve; at least three years of customer facing experience required
Excellent data analytics skills and familiarity with analysis tools
Strong supervisory and leadership skills
Ability and willingness to learn new systems
Advanced skills in Google products and other related software
Bachelor’s degree in Business, Education, or related field; OR comparable record of customer success leadership experience required
Desire to engage in personal and professional growth through provided and independently sought out professional and talent development opportunities
Preferred
Qualifications
- Master’s degree in Business, Education, or related field
- Project Management certified (PMP, Lean Six Sigma Green Belt, or similar)
- Prior management consulting or program management positions
Benefits
Company-paid top-notch health, dental, vision, and disability Insurance
Personal and professional development budget
Flexible schedule with
home office days
home office days
Paid company holidays and vacation
Diverse team where you can be yourself 100% of the time and can share all of your ideas
Opportunity to shape and scale our impact-driven organization
Company-paid top-notch health, dental, vision, and disability Insurance
Personal and professional development budget
Flexible schedule with
home office days
home office days
Paid company holidays
and vacation
Diverse team where you can be yourself 100% of the time and can share all of your ideas
Opportunity to shape
and scale our
impact-driven
organization
and scale our
impact-driven
organization
is committed to and advocates for diversity, equity, and inclusion in technology and society. Women, non-binary and gender non-conforming people, all members of the LGBTQ+ community and/or Black, Indigenous, and all people of color are especially encouraged to apply.