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About the role
Key responsibilities & impact- Act as the primary point of contact for a portfolio of WeVideo clients, guiding them through the customer journey from onboarding to renewal.
- Proactively monitor customer health and usage data to identify and mitigate churn risks, while also pinpointing opportunities for expansion/upselling by partnering with our sales teams on outreach.
- Develop and execute strategic success plans that align WeVideo's platform capabilities with the customer's desired business or educational outcomes.
- Track customer usage, feature adoption, and general sentiment within the platform to identify users who may need additional support or training.
- Maintain accurate records of all client interactions, activities, and account health within Salesforce for data management and client interactions.
- Be the voice of the customer internally, collaborating with Product, Sales, and Marketing teams to improve the user experience, product performance, and overall client satisfaction.
- Lead Monthly and Quarterly Business Reviews (QBRs) and high-touch presentations to showcase value and demonstrate ROI.
- Cultivate a deep curiosity to go beyond the designated role by creating and curating helpful assets and resources to enhance client support and drive feature adoption.
Requirements
What you’ll need- Previous experience in a Customer Success Manager (CSM) role at a SaaS company is required.
- OR Extensive, hands-on experience using WeVideo products as a teacher, end user, or administrator with a deep understanding of its applications in education or business.
- Proficiency in Salesforce for data management, reporting, and tracking client interactions.
- Strong ability to manage multiple priorities and initiatives effectively across a diverse customer portfolio.
- Excellent presentation and communication skills, with a proven ability to lead client meetings and simplify technical concepts.
- Demonstrated empathetic approach to customer relationship building and conflict resolution.
- Proven capability to collaborate with multiple stakeholders and departments (e.g., Sales, Support, Product) to boost client satisfaction and resolve issues.
Benefits
Comp & perks- Competitive compensation
- Flexible PTO and Paid Holidays
- Medical Insurance with United Health Care: Employee Premiums covered at 100% and Dependent Premiums covered at 80%
- Vision/Dental Insurance with Guardian: Employee Premiums covered at 100% and Dependent Premiums covered at 70%
- Remote Work opportunity
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success managementdata managementreportingclient interaction trackingfeature adoptionstrategic success planningchurn risk mitigationupsellingpresentation skillsconflict resolution
Soft Skills
communicationempathycollaborationcuriosityorganizational skillsleadershipproblem-solvingrelationship buildinginitiative managementcustomer advocacy