Customer Success Manager, DigitalEd
CA$75-82.5k
+ A variable component that amounts to a 70/30 split between base + Commission
More information about location
Learning platform for Science, Technology, Engineering and Mathematics
Be an early applicant
Learning platform for Science, Technology, Engineering and Mathematics
21-100 employees
Be an early applicant
CA$75-82.5k
+ A variable component that amounts to a 70/30 split between base + Commission
More information about location
21-100 employees
Company mission
DigitalEd's mission is to transform online education and empower educators across the world to make learning better for everyone.
Role
Who you are
- Strategic thinker who connects customer need with DigitalEd value drivers
- Experience in direct selling environments, with a proven history of driving deep, productive relationships with customers
- Empathy and a natural curiosity that balances listening and understanding, with clear communication and execution. You are self-motivated and thrive in an environment where your day-to-day work is largely independent, with demonstrated success in managing multiple projects and tasks
- Demonstrated track record of cross-functional teamwork and alignment to a primary goal, without formal authority
- Outstanding written and verbal communication; able to communicate effectively with all levels at an organization
What the job involves
- This role exists at DigitalEd to build lasting relationships with our customers in order to retain and grow them
- This role is primarily responsible for providing exceptional service, being a trusted voice for our customers, and partnering with them to achieve their goals through our solutions
- With a primary target of growth and retention, the Customer Success Manager collaborates with other members of DigitalEd in Support, Sales, Product and Marketing, all with an eye to foster deeper relationships with our Champions and create a high touch experience for our customer accounts
- Relationship Management: Manage a portfolio of customer accounts, identify internal champions to partner with and nurture relationships, and broaden our exposure across various levels and departments
- Account Reviews: Conduct Partnership Review meetings with customers on a regular cadence in accordance with their needs
- Pipeline Management: Maintain a healthy pipeline, provide clear visibility to the executive team on upcoming renewals for the current and next quarter. Provide coverage of Growth and Upsell and Cross-sell targets within existing accounts. Participate in business reviews, and deliver progress / status reports on opportunities
- Business Planning: Build and implement business plans for each account that incorporates usage data, customer initiatives, and retention and growth targets for attainment. Own your book of business with pride and integrity for your customer’s experience with DigitalEd
- Collaboration across the Customer Journey: Participate in planning and alignment discussions with your peers in Technical Account Management and Account Executives to ensure smooth transitions from one phase of the journey to the next, from exploration and discovery, through onboarding and operational excellence
- Community Development: Seek and Identify customer candidates for representative roles across the user community, and case studies on behalf of DigitalEd
- Measures of Performance: How You Know You’re Doing Well
- Retention and Customer Relationships: You have a thorough understanding of each account's usage and what they need to sustain existing levels of adoption
- You proactively engage with customers across both operational and management positions to promote use of the solution and showcase ROI and value
- You are seen as a trusted advisor, as you thoroughly understand their business and empathize with their circumstances
- You meet or exceed your target of 100% gross and net retention attainment metrics to target by account, by month, and go-forward renewal pipeline by account, by month
- Revenue Growth Attainment: You have developed a strong consultative relationship with your customer accounts across multiple departments/functional areas
- You understand their business objectives, and are adept at identifying new Upsell and Cross-sell opportunities through any of our product/service offerings
- You collaborate with your peers in Technical Account Management and Account Executives where appropriate, to execute on company strategies to achieve Cross-sell and Upsell Targets
- Customer Satisfaction & Health: Client satisfaction and product usage is maximized across assigned accounts
- You've created a proactive engagement strategy by working with your customers to understand and drive use cases; monitor and track usage of applications, and identify and react to adoption risk (both in terms of threats and opportunities)
- In partnership with your customers and Technical Account Managers (where applicable), you've built success plans to ensure achievement of their goals and defined success metrics
- Maintain a High Level of Product Knowledge: You are consistently informed on our product roadmap, and you understand the scenarios, features, and functions within each of the products and how these are applied to address business and technical problems for our customers
- You maintain a level of competency in delivering “Discovery Demos” to help spark interest in growth opportunities, identifying opportunities to deepen the discussion with the support of the Technical Account Management team, as needed
- You proactively collaborate with product management and development functions to channel client feedback and enhancements as appropriate
Application process
- Within seven days of us receiving your application, you'll find out if you're moving forward in the process or not
- All interviews will be held via Zoom video conference, and candidates can expect to meet various members of our team as we embark on a remote recruitment process to find the next great Customer Success Manager to join DigitalEd
Our take
DigitalEd wants to shape the world through digital learning. Its Möbius platform is a comprehensive solution designed for the unique needs of teaching science, technology, engineering and maths. DigitalEd’s products, powered by Maple, are uniquely positioned to provide effective tools for online STEM education.
Students today are accustomed to the immediacy that comes with technology. They expect their experience in the classroom to resemble the way communication and information are delivered through their digital devices. DigitalEd provides an interactive digital learning environment that can be accessed anytime, anywhere, providing sophisticated automatic marking and immediate, focused student feedback.
With its focus on students, DigitalEd has a strong chance of changing the way people learn for the better. DigitalEd currently supports over 300 educational institutions worldwide, administering over 20 million tests and assignments, supporting online learning for world-class universities, institutes of technology, and community colleges.
Steph
Company Specialist at Welcome to the Jungle
Insights
-18% employee growth in 12 months
Company
Funding (1 round)
Mar 2019
$7m
EARLY VC
Total funding: $7m
Company benefits
- Retirement savings program
- Stock options program
- Work from home opportunities
- Full group benefits health plan
- Personal health days on top of your vacation entitlement
- The opportunity to participate in an equity incentive program
- Parent-friendly environment
Company HQ
Waterloo, ON
Leadership
James Cooper
(CEO)Began a career as a control engineer with CAE Electronics, was then President and founder of TRF Inc. (the maker of digital Input Devices for the 3D animation industry), co-owner of WESCAM and he has been CEO at Maplesoft for over 20 years.
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