Manager of Customer Success, Coursedog
$110-130k
+ Equity grants are reviewed and adjusted with promotions to reflect your evolving impact
Integrated academic operations platform
Open for applications
Integrated academic operations platform
21-100 employees
Open for applications
$110-130k
+ Equity grants are reviewed and adjusted with promotions to reflect your evolving impact
21-100 employees
Company mission
To break down barriers to opportunity for students.
Role
Who you are
- Bachelors Degree with 2-3+ years of Customer Success experience
- Proactive communication skills, both sync and async. Strong customer facing skills and experience
- Ability to follow through and take full ownership of customers and their outcomes
- Experience managing and building relationships across multiple stakeholders
- Experience uncovering uses-cases, identifying business needs and mapping to a solution
- Critical thinking and problem solving skills
- Ability to juggle multiple priorities, prioritize and create the right accountability for success
- Extremely organized. You’re able to take on a project with keyboard-level execution
- Intrinsically motivated: you set the highest possible bar for what you build, write, ship
- Experience with customer success platform a plus
- Knowledge of academic operations or Higher Education a real plus
What the job involves
- We’re looking for a Manager, Customer Success whose top priority is to help customers centralize and simplify their academic operations with Coursedog
- Our products are widely adopted across an institution so you’ll need to navigate complex customer relationships to drive adoption
- As a Coursedog Manager, Customer Success, you’ll be on the ground-floor helping us build processes for adoption and retention
- Manage and lead a team of Customer Success Managers, becoming a trusted advisor with our customers to translate business processes into ROI and deliver a great customer experience with Coursedog
- Work collaboratively with Account Management and introduce opportunities for revenue growth and upsell
- Own customer health; create, own & drive a customer’s overall success plan
- Analyze product usage data to provide deeper insights to customer champions, and smarter understanding of customer adoption and value opportunities
- Partner closely with the larger organization (namely project managers, product managers, engineering, support, data engineers, marketing) to ensure customer issues are resolved or addressed and their success is assured
- Maintain accurate customer records, activity logs, and other relevant documentation such as success plans, goals, milestones, and usage metrics in the customer relationship management (CRM) system
- Transform customers into brand advocates through successful relationship building, achieving customer goals, and providing world-class service
- Manage and drive resolution to customer escalations; flex your critical thinking and problem solving skills to help users navigate the platform as questions arise
- Provide customer training for current and future product features in both one-to-one as well as one-to-many customer audiences
- Translate customer needs and feedback to make informed feature recommendations with attention to detail
- Identify partnership success metrics and product adoption strategies for customers through comprehensive discovery sessions
Application process
- Initial Phone Conversation
- A 30-minute meeting with a member of the Coursedog People Ops team to understand your background, experience, and interest in the organization. We will share more info on our organization, this role, our hiring process, and answer any questions you may have
- Interview with the Hiring Manager
- This 45-minute conversation will be with the hiring manager for this position. They will inquire about your work experience to better understand your skills and experience and how they would translate to this role. You will have an opportunity to ask us any questions about the role (or about Coursedog in general)
- Meet the Leadership Team
- Meet with a senior members of the leadership team
- Presentation
- For the final step in the process, we are asking each candidate to complete and present a brief skills assessment
- Reference Check
- Thank you for your continued engagement throughout this process. The final step of our process is the reference check
- Would you kindly send us the names, reporting relationship, and contact information of two of your former Managers?
- Please let us know if you have any questions or concerns about this request. We look forward to hearing back
Our take
Higher Education is in crisis. The cost of education is skyrocketing, while only 33% of students in the US graduate in four years, and issues of equity and access are worsening. A big part of this can be put down to a lack of proper scheduling: 75% of universities operate entirely on legacy, on-premise software, resulting in millions of frustrated students saddled with heaps of debt.
Coursedog has set out to solve this. An integrated academic operations platform that helps higher education maximize operational efficiency, its strategy is based on market disruption, using data innovation to accelerate student success. Founded in 2018, it has partnered with over 200 higher education institutions, providing its curriculum-mapping software to more than 1.2 million students in total.
The global curriculum-mapping software market has really started to pick up in recent years, and Coursedog will face stiff competition from the likes of Top Hat, Kiddom, and PlanbookEdu. That being said, Coursedog's focus on accelerating product development has it well placed to continue poaching market share.
Steph
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Mar 2023
$90m
GROWTH EQUITY VC
Oct 2021
$17m
SERIES A
Total funding: $111.4m
Company benefits
- Time Off: We value work-life balance and provide a high amount of autonomy. In service of this, our Paid Time Off policy has no annual limit
- Remote-First: We value flexible working hours over set hours, results over number of hours, and asynchronous communication focused on transparency over need-to-know access
- Healthcare: We pay 99% of your medical, denal, and vision coverage and 75% of the premium for your spouse and/or dependents
- Equity: You'll be contributing to the team's success, so you deserve to share in it. Every employee on our team gets a meaningful equity allocation
- Retirement Plan: We offer a 401k plan on day one of your employment
- Parental Leave: To help support new parents in the workplace, we offer up to 10 weeks of paid parental leave
Company HQ
Midtown Manhattan, New York, NY
Leadership
Andrew Rosen
(CEO)Joined Coursedog as CEO in 2024. Prior to that, they were the CEO of Interfolio from Elsevier for over 8 years. They also spent time as the Senior Executive Vice President of MicroStrategy and as a General Manager of Education Technology Business at EAB.
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