Are you a passionate and results-driven professional with a proven track record in delivering exceptional customer experiences within EdTech or similar industries? Does your excellent communication and interpersonal skills set you apart, allowing you to build and maintain strong, enduring relationships with customers and cross-functional partners? Are you a natural problem solver whose decision-making abilities and keen analytical mindset empower you to leverage data insights for continuous improvement in customer success strategies? If this sounds like you, and you are looking for a collaborative environment, are relentless in your pursuit of customer advocacy, and are driven to contribute to the accelerated growth and success of both our customers and the organization as a whole, we have just the opportunity for you!

About the role: 

FEV Tutor, a fast-growing, US-based, EdTech organization is seeking a highly motivated and dynamic Customer Success Manager to join our team. As a key player in our Customer Experience (CX) team, you will play a crucial role in ensuring the success and satisfaction of our customers in the rapidly evolving EdTech industry. The ideal candidate is passionate about building strong relationships, accelerating growth, and leveraging data-driven insights to enhance customer success.

Key focus areas will include:

• Lead seamless onboarding for new customers, ensuring a smooth transition and understanding of our products or services.
• Collaborate cross-functionally to facilitate product training and knowledge transfer.
• Develop and maintain strong customer relationships as the primary point of contact for inquiries, issues, and escalations.
• Proactively monitor customer accounts for effective product utilization.
• Utilize data to identify upsell and cross-sell opportunities, driving accelerated growth and maximizing customer value.
• Encourage satisfied customers to become advocates, contributing testimonials, case studies, or participating in reference calls.
• Identify and leverage success stories for impactful marketing and sales efforts.
• Gather comprehensive feedback from customers to understand their needs, concerns, and areas for improvement.
• Communicate customer feedback to relevant internal teams, contributing to continuous product enhancements.
• Collaborate seamlessly with the sales team to ensure timely customer contract renewals.
• Proactively address potential issues impacting customer retention, emphasizing account growth.
• Define and establish key performance indicators (KPIs) to measure and drive customer success.
• Provide ongoing training and resources to empower customers in understanding and utilizing our products or services.
• Utilize data, systems, and tools to craft compelling stories illustrating the value of continued education and product usage as well as provide insights into customer satisfaction, product usage, and relevant metrics.

Requirements: 

• Bachelor's degree in Business, Marketing, or a related field, showcasing a foundation in strategic thinking.
• Proven experience in customer success, account management, or a related role, demonstrating a history of building people-centric relationships and driving growth.
• Excellent communication and interpersonal skills, highlighting the ability to connect with people effectively.
• Strong problem-solving and decision-making abilities, with a proactive approach to achieving positive outcomes.
• Proficient in analyzing data to extract meaningful insights, driving continuous improvement and accelerated growth through metric-driven strategies and the skill to tell compelling data stories.
• Familiarity with customer success tools and CRM systems, adept at leveraging data to tell compelling narratives and drive sales success.
• Expertise in account management, focusing on nurturing relationships, enhancing customer satisfaction, and contributing to accelerated growth in key accounts.

Additional nice to have skills:

• Familiarity with EdTech or related industries.
• Advanced proficiency in data analysis.
• Alignment of customer success with marketing and sales experience.
• Development and management of customer advocacy programs.
• Strong collaboration skills across internal teams.

At FEV Tutor, we value the well-being of our employees. Enjoy a range of benefits, including a remote-first approach, high growth opportunities, competitive health and welfare benefits, generous paid time off and holidays, and a supportive culture that prioritizes both professional and personal growth, fostering a healthy work/life balance. If you are passionate about education and dedicated to narrowing social inequity gaps, we invite you to join our team of like-minded individuals working towards a more equitable educational future for our youth.

Who we are: FEV Tutor is an innovative edtech company dedicated to enhancing educational outcomes for K-12 students across the United States. As a SaaS virtual tutoring business, we focus on providing 1:1 and small group tutoring, with a special emphasis on supporting disadvantaged and at-risk students.

Founded to address pandemic-induced learning loss and teacher shortages, our solutions have demonstrated measurable success. We engage educators, administrators, parents, and families in creating innovative tutoring programs that seamlessly complement the student's core classroom. Recently acquired by Alpine Investors, a people-driven private equity firm, we are poised for growth. Committed to building enduring companies, we prioritize working with, learning from, and developing exceptional people.