Customer Success Manager

| Greater LA Area
As the premier global provider of Strategic Enterprise Education (SEE), InStride enables employers to provide career-boosting degrees to their employees, through leading global academic institutions across the U.S., Mexico, Europe and Australia. InStride helps organizations achieve transformative business and social impact by unlocking the power of education, through advanced technology-enabled experiences for learners and corporate partners alike.
Role Overview
Reporting to the Director of Customer Success, the Customer Success Manager is responsible for managing the success and growth of an assigned portfolio of customers. The responsibilities of this individual include developing account strategy, managing implementation, delivering annual customer retention objectives, qualifying upsell opportunities and enhancing overall customer satisfaction.

Responsibilities

  • Provide the front-line relationship with our customers on an ongoing basis; serve as the primary day-to-day contact for partners and internal program stakeholders.
  • Collaborate with cross-functional teams to develop specific short and long-term account plans that both meet the needs of partners and optimize revenue and retention opportunities.
  • Renew customer contracts to protect existing revenue streams and qualify opportunities for revenue growth.
  • Participate in high-level prospective sponsor meetings.
  • Understand our customer's job responsibilities, business and industry to best position us to support their business goals.
  • Identify potential issues and risks early in an implementation cycle and develop backup strategies and contingency plans for resolution.
  • Delight the customer by consistently exceeding expectations.

Ideal Profile

  • Bachelor's Degree and 2+ years of related Account Management or Customer Success experience.
  • Embody strong account management skills; comfortable and seasoned in managing external partners and providing exceptional customer support.
  • Have managed a portfolio of clients and driven growth within those accounts.
  • Able to work with all levels of individuals all the way up to C-level suite.
  • Have demonstrated experience working with high profile customers.
  • Demonstrate outstanding interpersonal, verbal and written communication skills.
  • Love checklists and demonstrate strong organization skills to manage multiple ongoing implementations and accounts.
  • Detail-oriented individual who also has the ability to think and plan strategically.
  • A self-motivated problem solver with a strong work ethic and high energy level.
  • Willing to travel as needed (up to 30%).
  • Excited by the challenge of building a world-class business that delivers not only high revenue growth and compelling ROI, but also has a meaningful impact on society.
  • Exposure to the functioning of higher education institutions through direct experience or deep affiliation with the education industry.
  • Ability to facilitate and enable people to collaborate with each other; and promote collaboration with partners e.g. with Universities, corporate clients and the team.
  • High EQ, comfort with ambiguity and a “no job too small” startup mentality.

InStride is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, ethnicity, religious creed, color, national origin, ancestry, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, sexual orientation, marital status, age, status as a protected veteran, status as an individual with a disability, medical condition, or any other category protected by applicable federal and state law, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance relating to an applicant's criminal history.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • Dynamo DBDatabases
    • AWS RDSDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • JIRAManagement
    • WrikeManagement
    • WordpressCMS
    • SalesforceCRM

Location

Our DTLA office provides easy access to public transportation, great restaurants, museums, and other attractions.

An Insider's view of InStride

What’s the vibe like in the office?

At InStride we operate in a fast-moving environment, which makes it really fun. There’s a lively energy in the office and a sense that we’re all in this together.

Michelle

VP, Academic Partnerships

How do you collaborate with other teams in the company?

The nice thing about InStride is that we’re really empowered to take the initiative and collaborate with other teams to think through solutions. Everyone is comfortable around one another and is open to sharing ideas–it doesn’t matter what team you’re on or what level you’re at.

Michael

Manager, Engineering

How does the company support your career growth?

Lifelong learning is core to the mission of the company but also the goal for our staff, and I think that’s really important. The Step Forward program means a lot to me because I never thought I would go back to school for my master’s and thanks to InStride I’m super excited to enroll.

Kat

Executive Assistant

What are some social events your company does?

We have the InStride Supper Club where every month we try a new restaurant. As a big foodie myself, that’s something I really enjoy.

Alex

Manager, Growth Marketing

What are InStride Perks + Benefits

InStride Benefits Overview

We want InStriders to thrive and feel supported. Here are a few perks and benefits we are proud to offer our team.

Culture
Volunteer in Local Community
Friends Outside of Work
Eat Lunch Together
Team-Owned Deliverables
Team-Based Strategic Planning
Group Brainstorming Sessions
Open Office Floor Plan
Diversity
Diversity Manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Retirement & Stock Options Benefits
401(K)
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Acme Co. provides employees with a flexible work schedule that includes Flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-Work Program Post Parental Leave
Company-Sponsored Family Events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Acme Co. hosts company outings Semi-annually.
Game Room
Our game room is shared and includes ping pong, pool and a wine fridge.
Stocked Kitchen
Happy Hours
Happy hours are hosted On occasion .
Parking
We offer employees A parking subsidy.
Recreational Clubs
Our clubs are growing but here are a few. Our Supper Club for foodies. Our Give Back program to support our local community. Our weekly Creative Juices on Wednesdays to think outside the box.
Professional Development Benefits
Tuition Reimbursement
Lunch and Learns
Acme Co. hosts lunch and learn meetings on occasion.
Promote from Within

Additional Perks + Benefits

As part of our mission to enable lifelong learning, we provide full tuition coverage for InStriders to earn a degree or credential from a university online within our network.

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