Customer Success Manager

Role Overview

Customer Success Manager at Easygenerator, a fast-growing scale-up in the EdTech space. This role is based with the company.

Company Overview

Easygenerator is an innovative e-learning software company revolutionizing the space with an award-winning authoring tool. The company serves customers across a broad range of industries and geographies.

Role Purpose

Own and manage a portfolio of customer accounts to drive retention, expansion, and advocacy. Build trustful relationships with key stakeholders, act as a trusted advisor, and help customers achieve their business outcomes while representing the customer voice internally to influence product decisions.

Key Responsibilities

Account Management

• Own and manage a portfolio of accounts, ensuring high levels of customer satisfaction, retention, and growth.
• Build and sustain strong relationships with key stakeholders, acting as a trusted advisor to help customers achieve their business outcomes.
• Objectively assess account health scores and proactively take action to improve them.

Risk Management

• Identify potential risks within accounts early and lead mitigation plans in collaboration with customer stakeholders.

Customer Engagement

• Lead regular check-ins, Quarterly Business Reviews (QBRs), and strategic discussions with customers.
• Develop and execute strategic success plans tailored to each customer's objectives, supporting retention and unlocking expansion and upsell opportunities.

Internal Advocacy

• Act as the voice of the customer internally, providing feedback to Product and influencing roadmap decisions.

Qualifications & Experience

• Bachelor's degree or higher.
• 2–3 years of Customer Success or key account management experience.

Skills & Competencies

• Excellent written and spoken English, with the ability to communicate clearly and lead conversations while knowing when to listen.
• Commercial mindset and passion for negotiating strong outcomes for both customers and internal stakeholders.
• Customer-oriented approach, with the ability to identify the real need behind a request.

Additional Information

• A passion for HR tech and familiarity with the latest trends in the space is a nice to have.