Full-Time Senior Customer Success Manager, West
Job Description
About PresenceLearning
PresenceLearning is the leading provider of online speech and occupational therapy, behavioral and mental health services, and assessments for K-12 districts for children with special needs. Through our nationwide network of clinicians, PL helps school districts to support their onsite special education teams, and to ensure that every student in need receives the therapy and other services that are essential for their success in school. Founded in 2009, we are a growth stage company backed by Bain Capital’s Double Impact Fund, Catalyst Investors, New Markets Venture Fund, and more. We currently have 140+ employees and 1,500 clinicians working in our network. We are a national company, headquartered in NYC, with additional offices in SF and SLC, and remote employees working nationwide.
Why is this role important?
This role will provide you with the opportunity to positively impact the lives of children through the management of the client relationships with school administrators of our largest school district customers. Our Senior Customer Success Managers ensure that our schools are treated with care, whether they need assistance adding additional students, renewing their contract, or learning about additional services for their students. Our customers are our most valued asset, and we must ensure they have the best possible experience with PresenceLearning.
What will you do at PresenceLearning?
- Build upon the post-sale client relationship by learning the client’s goals, needs, and initiatives and by providing value in all interactions
- Serve as the primary point of contact for clients, looping in other teams as needed to provide exceptional service
- Develop and maintain strategic account plans for these districts that include strategies for expansion and retention
- Collaborate with internal executive leadership to build relationships with Superintendents and school administrators
- Manage the contract renewal cycle from scheduling initial meetings through negotiation, contract changes, and signature
- Implementation Project Management and onboarding for new and returning customers
- Proactively uncover any opportunities for adding new students and services and manage those opportunities through all stages of the sales pipeline, including closing deals
- Serve as the internal point of contact for any escalations related to an assigned client
- Maintain a thorough understanding of, and be prepared to report on, all assigned clients in terms of opportunities, current issues, contract specifics, and the likelihood of renewal
- Develop a solid understanding of the market and political issues that may impact schools and districts within your assigned territory
- Attend trade shows and perform client site visits within your assigned territory
- Take ownership of client records in Salesforce, and make sure that critical fields and all client interactions are documented and up to date
- Seek out customers who have had notable success with PresenceLearning, develop their interest in serving as a customer success story, and transition them to the Marketing team
What are we looking for?
- Bachelor’s degree from an accredited college or university or related experience
- 7+ years of quota-carrying CSM or Account Management experience, ideally in the technology or education space
- Formal training in a recognized sales methodology
- Prior experience using Salesforce or another CRM solution
- Demonstrated success in hitting and exceeding sales targets and goals in a previous role
- Background in leading cross-functional teams on customer-facing projects
- Exceptional written and verbal communication skills demonstrated through email, conference calls, internal meetings, client visits, and presentations
- High level of comfort handling client objections and negotiations
- Good judgement about escalating client issues and involving internal groups to meet client needs
- Ability to successfully balance a wide variety of daily tasks and adjust priorities on the fly
- Experience with site visits and ability to travel 25% of the year post-COVID
What will help you succeed here?
- Passion for helping schools and students with special needs
- Strong self-motivation/entrepreneurial mindset, dedicated to growing services and client base
- Flexibility and adaptability – ability to quickly adjust to changing conditions and maintain a high-performance standard
- Great collaborative and independent problem-solving skills
- Ability to work well with other team members in high-pressure situations with grace, optimism, and a sense of humor
Where is this position located?
PresenceLearning’s home office is located in New York City, San Francisco, and Salt Lake City, with our clients located throughout the U.S. We also support remote work from other locations, provided that the candidate can travel as needed to core locations.
How to Apply
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