Customer Success Manager

Overview

Do you enjoy going deep into a product? Working with customers? Thrive in solving different challenges with intricate solutions? Are you open to feedback and use it to drive positive growth for yourself and others? If so, consider joining our dynamic and innovative Ed Tech company as a Customer Success Manager, where you will play a crucial role in ensuring the success and satisfaction of our clients. As a Customer Success Manager, you will be the primary point of contact for our educational partners, fostering strong relationships, garnering your hands-on technical capabilities, and ensuring customers derive maximum value from our industry-leading product.

Key Responsibilities

In this role, you will be responsible for the following:

Client Relationship Management:

• Build and nurture strong, long-lasting relationships with clients to ensure their success.
• Collaborate with our most valuable customers to deeply understand their needs and align our solutions to help them achieve their goals.
• Develop and execute strategic account plans to manage, retain, and grow existing client partnerships.
• Gain a deep understanding of each client's unique challenges and objectives, providing tailored solutions to maximize value.
• Ensure customers fully leverage their investment in Full Fabric by identifying opportunities for deeper engagement and value.

Product Adoption and Onboarding:

• Design and implement strategies to drive product adoption, ensuring customers utilize Full Fabric to meet their strategic business objectives.
• Guide clients through the onboarding process, ensuring a seamless, positive experience.
• Work closely with clients to align Full Fabric’s capabilities with their broader business goals, fostering long-term success.

Renewal and Expansion:

• Identify and pursue opportunities for upselling and cross-selling additional products or services, enhancing the client relationship.
• Proactively manage client renewals, ensuring continued success and retention.
• Collaborate with customers to explore opportunities for expanding their usage of Full Fabric’s offerings.

Training and Support:

• Deliver engaging training sessions, workshops, and support to empower clients in effectively using Full Fabric’s products.
• Address and resolve client inquiries, challenges, and technical issues with efficiency and professionalism.

Data Analysis and Reporting:

• Analyse customer usage data to uncover trends, opportunities for growth, and potential areas for improvement.
• Regularly prepare and present performance reports, offering insights to internal teams to improve client outcomes.
• Identify and address gaps in the customer experience that could impact satisfaction and retention, working cross-functionally to resolve them.
• Provide actionable feedback to the product team regarding client requests and suggestions for product enhancements.

Client Advocacy:

• Act as the voice of the customer within Full Fabric, ensuring their needs and priorities are represented.
• Collaborate with internal teams, including sales, product, and support, to ensure customer satisfaction and success.
• Develop compelling case studies that highlight the ROI and success metrics of Full Fabric’s solutions for key clients.

Requirements

We’re looking for someone with the skills and experience to excel in a fast-paced, dynamic environment:

• Experience managing client relationships and strategic accounts for a SaaS product.
• Customer-centric approach, providing tailored solutions.
• Expertise in client onboarding and driving product adoption, aligning product capabilities with client business goals
• Skilled in upselling, cross-selling, and managing renewals.
• Experience delivering client training and providing efficient support.
• Ability to analyze client data, report on performance, and identify improvements.
• Fluency in English is mandatory

What We Offer

Here's what we offer to support your growth, well-being, and success at Full Fabric:

• Competitive Salary: We understand the value of top talent and are committed to offering market-leading compensation packages that reflect the expertise and value our team members bring to our company.
• Remote Flexibility: Embrace the future of work with our fully remote working option and experience the benefits of remote work. At Full Fabric, we support your choice to work from a dedicated home environment, ensuring a healthy work-life balance while maintaining a productive and professional workspace.
• Comprehensive Health Insurance: Your well-being is our priority. That's why we offer comprehensive health insurance to all our team members, ensuring you are protected and have access to the best healthcare options.
• Home Office Budget: We’re committed to helping you create a comfortable and productive workspace at home. We provide a dedicated budget to support you in setting up your home office, ensuring you have everything you need to succeed and perform at your best.
• Professional Growth: At Full Fabric, we're committed to your professional development. You'll have opportunities to attend industry conferences, participate in training programs, and access a wealth of resources to help you grow in your career and stay ahead in the field.
• A Culture of Excellence and Innovation: Join a team of forward-thinking professionals who are passionate about making a difference in software and education. Our culture fosters innovation, encourages collaboration, and supports your ideas to improve and expand our impact.
• Making a Difference: Your work at Full Fabric will be more than just a job. It will contribute to transforming the educational landscape, making high-quality education more accessible and impactful through technology.

If you feel you’re the right fit for this role we’d love to hear from you.

Note: At Full Fabric, we are committed to providing a positive and respectful interview experience for all candidates. While we strive to offer personalised feedback, the volume of applications makes this impossible. Rest assured, each application is reviewed with care, and we truly appreciate your interest in joining our team and contributing to the future of educational technology.