Customer Success Manager

You believe that a company’s success depends on its clients’ success. You are passionate about cultivating and maintaining strong relationships with new and existing customers as their primary point of contact, and you’ve got the interpersonal and strategic planning skills to back it up. You have a proven track record of successful account management, preferably in SaaS. Due to your focus on delivering value to clients with every interaction, they perceive you as a trusted advisor and advocate. You can quickly and efficiently resolve clients’ problems using an ingenious mix of empathy, critical thinking, and practical advice. Above all, you identify with our mission of empowering educators with tools to help students plan their successful futures.

Working collaboratively with Xello’s customer success, solutions, sales, product and onboarding teams, you would ensure the health, satisfaction, and success of our school district accounts. As the primary contact for school district leads, you’ll reach out frequently for updates, respond to their questions, learn about their needs, and propose appropriate solutions. Your enthusiastic and proactive support will inspire deeper client engagement with Xello, resulting in client retention and incremental revenue growth. You will also assist Xello in our own quest for continual improvement by analyzing our processes and helping us shape our customer engagement strategy.

Sound exciting to you? Read on!

What you’ll do…

• Manage renewals, drive revenue growth, and limit churn with your assigned portfolio of accounts
• Foster long-term partnerships, ensuring Xello is a trusted solution that meets each client’s evolving needs.
• Develop an achievable success plan with each school district contact that reflects their resources and ensures their goals are achieved
• Share best practices for the successful implementation of Xello
• Ignite clients’ excitement about Xello, help them identify new opportunities for increasing usage to solve business needs, and coach them on the best ways to achieve their goals
• Converse with clients consistently to assess account health, identify and review product implementation goals, address concerns, escalate important issues and have difficult conversations when necessary
• Nurture retention by proactively engaging with clients to gain insights, communicate new and improved features, analyze issues, and foster add-ons and upselling
• Work with clients to identify goals and key performance indicators, and regularly review these goals with them
• Coordinate, schedule, and facilitate web-based training sessions and in-person product demonstrations
• Learn about school district initiatives and look for new activities Xello can support
• Based on client interactions and key metrics, provide early identification of potential client issues and address them
• Manage and resolve client issues through collaboration with internal teams, including product development, client solutions, sales, and onboarding
• Act as an advocate for both the client and Xello to ensure appropriate resolutions
• Document all client interactions and create leads in Salesforce (CRM)
• Assess and report product bugs
• Attend client and industry-related events, such as conferences, throughout the year
• Share insights, experiences, and lessons learned with your team
• Protect the confidential and private information that you may come in to contact within the course of your work and uphold the ethics and integrity of Xello’s code of conduct

What we’re looking for… 

• 2+ years of demonstrated experience managing accounts with high levels of success and retention, preferably in a SaaS environment
• Proven track record of building strong relationships, being accountable for client success, and delivering value to clients with every interaction
• Strong problem-solving, decision-making, and analytical skills, with the ability to think creatively and be resourceful when assisting clients
• Demonstrated experience managing client expectations and having difficult conversations, with a focus on reaching positive outcomes
• Excellent written and verbal communication skills and presentation skills
• A keen attention to detail, and highly organized when it comes to information management, planning, and time management
• Experience working in a SaaS environment
• Self-directed, with the ability to effectively prioritize and manage multiple projects/tasks of varying complexity
• Ability to thrive in a fast-paced, agile work environment, where working under pressure and without supervision is the norm
• Enthusiastic about learning and implementing new solutions and technologies
• Demonstrated ability to work as a team player
• Experience using Salesforce or similar customer relationship management (CRM) system
• Proficiency with G Suite
• Bilingual in English and French is an asset
• Willingness to travel (Less than 15% of time)