Customer Success Manager
- San Diego, CA
Portfolium partners with colleges & universities to help students connect learning with opportunity. Our ePortfolio network helps 3.5M+ students from over 180 partner institutions manage their skills and launch their careers. Portfolium's cloud-based platform empowers students with lifelong opportunities to capture, curate, and convert skills into job offers, while giving learning institutions and employers the tools they need to assess competencies and recruit talent.
This Customer Success Manager (CSM) position is an extremely critical role in helping us realize our goal of providing our customers with an unequaled customer experience. You understand the value of nurturing customer relationships; you advocate the principle of a virtuous cycle of customer success and improved revenue performance. The CSM has the unique challenge of understanding our universities’ needs and strategic objectives to uncover how Portfolium can best serve them in achieving their objectives to ensure all customers renew. At the same time, the CSM must act as an influencer, connector, and coordinator to make sure that we are pulling together the right team at the right time and delivering services in such a way that our universities come to trust and rely on Portfolium even more. All of the above needs to be quantified, tracked, and presented internally and externally.
A little more about the role, and what is expected:
own overall relationship with assigned clients, which include: Increasing adoption and ensuring retention, satisfaction, and renewals.
work with clients to build Customer Success Plans, establishing critical goals, or other key performance indicators and aid the customer in achieving their goals
becoming a trusted advisor on Portfolium products/solutions to meet the needs of their customer accounts; and meet sales KPIs for account renewals and strategic upsells.
establish regular cadence (Weekly, Monthly, Quarterly) with each assigned client, to review executive dashboards, KPI’s, opportunities for improvement, and program status
5+ years of experience in solutions consulting, integration, deploying and supporting web services and renewals. Absolutely must have experience with SaaS.
5+ years in a customer facing role.
Ability to develop, record, analyze, and generate recommendations based on data-driven findings, metrics, and KPIs.
Experience with Hubspot or similar CRM and conference systems (GoToMeeting, Zoom, etc).
Excellent communication skills, both verbal and written. You’re a grammar aficionado who delights in the eternal Oxford comma debate.
Experience working with educators and / or universities a huge plus.
Startup experience also a huge plus.
- Three-year-old HOT startup – successful and growing, growing, growing
- Downtown San Diego office with views for days
- Phenomenal and smart people work here
- You'll be part of something that is pioneering the way we hire entry level talent
- You’ll gain valuable knowledge about SaaS sales and marketing, technology, and business