Job Description

Position:

Customer Success Analyst

Description:

Campus Cafe is an EdTech company with a vision to revolutionize and centralize management of small- to medium-sized institutions of higher education. The Customer Success Manager will be responsible for advocating for customers while coordinating internally with leadership and cross-functional teams.

This role is focused primarily on the following metrics: customer retention, NPS scores, increasing adoption and engagement, gaining references, and generating revenue by identifying growth opportunities. Externally, the role is focused on strengthening partnerships and enabling customers to automate and integrate their processes to allow more time for interaction with students and focusing on business priorities.

Key responsibilities include: building and maintaining strong relationships with existing customers, serving as a trusted advisor to understand business needs and create strategic recommendations, proactively identifying and addressing customer challenges, creating and monitoring customer health metrics, facilitating regular meetings with customers, driving customer renewals and value realization, identifying opportunities for upselling and cross-selling, analyzing product usage, providing strategic recommendations, collaborating with product, sales, and support teams, advocating for customers through escalations, and relaying insights to internal teams.

Requirements:

Familiarity with higher education and data-driven success initiatives. 2+ years of experience in Customer Success, Account Management, or a related role in a SaaS or PaaS environment; a graduate degree may substitute for industry experience.

Ability to build and maintain strong relationships with higher education stakeholders and end users. Strong empathy for educators and students, with understanding of challenges in academia and EdTech adoption.

Consultative approach to guide customers in best practices, growth strategy, and change management. EdTech experience, and experience working with a SIS.

Strong analytical and organizational skills to track engagement, renewals, and expansion opportunities. Strong verbal and written communication, presentation, and thorough documentation skills.

Problem-solving ability and capacity to collaborate cross-functionally in a smaller organization.

Preferred: Familiarity with AI in software and education, emerging trends in automation, and higher education.

Benefits:

Job Tags

Remote job,

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