Customer Success Manager

• Serve as the primary point of contact for stakeholders within the portfolio of supplemental education accounts, gathering and relaying feedback to relevant internal teams, including the product team.
• The primary internal cross-functional stakeholder for this role is product leadership.
• Develop and deploy engagement plans tailored to each account, prioritizing retention and revenue growth while incorporating feedback on product usage and satisfaction.
• Establish, maintain, and nurture productive relationships with key stakeholders across the portfolio, fostering open communication channels for sharing product-related insights.
• Ensure the effective delivery of customer contracts and services, meeting, or exceeding expectations, and promptly addressing any product-related issues.
• Regularly review accounts for risks and opportunities, providing feedback to the sales team and customer engagement directors, including insights on product performance and areas for improvement.
• Implement risk mitigation plans within the account portfolio to safeguard revenue streams, addressing any product-related concerns or challenges proactively.
• Collaborate closely with assigned salespeople to develop and execute growth plans for each account, incorporating feedback on product enhancements or features.
• Develop an in-depth understanding of the portfolio of accounts and the KNA products/services relevant to each, staying updated on product developments and enhancements.
• Solicit and leverage partner feedback to enhance retention and drive growth within the accounts, emphasizing the importance of product satisfaction and usability.
• Utilize various data sources, including customer surveys, interviews, CRM, and LMS data, to determine each account's engagement score and highlight areas where product improvements may be beneficial.
• Incorporate partner feedback into the refinement of engagement plans to ensure alignment with client needs and expectations, advocating for product enhancements or customizations as needed.
• Continuously track key metrics supporting partner engagement and assess progress towards meeting targets, adjusting engagement strategies and product recommendations accordingly.
• Account growth is optimized through a close partnership with the sales team via strategic account planning, and the strategic identification and joint pursuit of cross-sell and upsell opportunities.

Senior Customer Engagement Manager

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