Customer Success Sr. Manager

  • Los Angeles, CA, USA
  • Employees can work remotely
  • Full-time

Company Description

Seed&Spark is a platform that helps build sustainable careers for diverse creators and amplifies the cultural impact of the work that they make. For most of the past decade, Seed&Spark has cultivated equity and inclusion in entertainment, building an unprecedented pipeline of stories from unique perspectives told by people around the world. Leveraging our exceptional content library, we've created a first-of-its-kind inclusive workplace culture program built around film.

We have a passionate team of smart, creative and purpose-driven experts working hard to change the entertainment industry for the better.

Job Description

About the Role

We’re looking for a proactive, customer-centric Customer Success Sr. Manager to help us deliver the next phase of Film Forward: a learning platform that drives behavior change using film. On top of that platform we have built a suite of educational products currently focused in the DEI space, helping organizations implement, execute and measure a sustainable practice to cultivate a workplace that works for everyone. Participants watch award-winning short films, engage in personal reflections and actions, and expand individual knowledge through cultural literacy and facilitated conversations. 

As a Customer Success Sr. Manager you are responsible for cultivating and maintaining strong relationships within your customer portfolio, understanding success criteria for each account so that you turn Seed&Spark customers into product champions. You will ensure high levels of program participation and customer satisfaction, leading to strong customer adoption, low churn, and consistent renewal and growth opportunities. A big part of customer success will include analyzing aggregate participant data and providing insights to customers on best to act on the data, improving their inclusiveness outcomes. 

You are part of our customer delivery team, reporting directly to the COO, and will work closely alongside Sales, Operations, and Product Management to ensure our services are delivered successfully. This role can grow with you, as we expand this program. This is an exciting opportunity to take on a new role within our team, using your experience to help craft and evolve this function into a sustainable, scalable customer success team. Film Forward is a product in high demand, and you will help us develop and implement Customer Success best practices. This is a full time position.

 

About YOU

You love helping people. You truly care for customers and want to help them get value from the products you provide. You also understand the corporate environment, the challenges that organizations often face in creating inclusive and learning spaces and are energized by the idea of helping building more equitable workplaces.

You have several years of experience in supporting SaaS platforms as a seasoned customer success manager and feel ready (and excited!) to help build a new customer success team from the ground up. You are not necessarily an expert in everything - who is?! - but you know the best questions to ask and how to find the right experts when needed. A quick learner, you are not afraid of new challenges.

We are all working remotely for the foreseeable future, so it’s important that you are proactive and consistent with your internal and external communication. You’re a team player, and we’re looking forward to building a team environment in which we care for each other’s psychological safety, have our voices heard and shift each others’ perspectives. 

 

Expected Outcomes for a Customer Success Sr. Manager:

  • High customer NPS

  • High user participation for each course

  • High customer retention and low churn

  • Turn customers into Film Forward champions

 

Core Activities for the DEI Customer Success Sr. Manager:

  • Build long term customer relationships

  • Project manage and execute the delivery process of our DEI and learning products to your customer portfolio:

    • Lead customer onboarding

    • Communicate with clients and internal teams to procure necessary inputs for platform customization.

    • Coordinating with Operations, deliver client-specific instances of our DEI courses. 

    • Provide customer service support to clients and participants after course launch.

    • Deliver reporting for customers, ensuring all necessary data and insights are available. You will provide the insight based on the data our platform collects.

    • Proactively communicate key milestones internally and externally

  • Represent our customers internally, working cross-functionally with our Product and Sales teams to help optimize our platform and products

  • Participate in the sales process as needed

  • Ensure proper documentation of customer delivery process flow, necessary deliverables, and timelines for coverage and training purposes.

  • Continuously improve the customer delivery process to increase efficiency and scalability while reducing risks and optimizing for customer program success.

  • Proactively communication roadblocks for customers or your own deliverables

  • Represent Seed&Spark's values in the world, with a deep commitment to diversity and inclusion

  • Other delivery or customer-related duties as needed or requested by the business

Qualifications

Preferred skills and experience:

  • Saas Customer Success experience a must

  • Customer support experience a plus

  • Experience in edtech a plus

  • Experience driving complex projects

  • Strong analytical skills

  • A propensity for relationship building

  • Proven project management success

  • Excellent communication skills

  • High emotional IQ

  • Quick learner

Additional Information

Worried that you don’t have all the exact preferred experience listed here but really interested in this role? Don’t let that stop you from applying! We know that great talent can come from unexpected places so, in your cover letter, let us know why you’re a great candidate, why you’re excited for this role and how you would excel.

This position may work remotely within the U.S.

All your information will be kept confidential according to EEO guidelines.