Customer Success Manager

About the role

Easygenerator is seeking a Customer Success Manager to step into an innovative environment within the EdTech sector and take ownership of driving customer value at scale. The successful candidate will own and manage a portfolio of accounts, ensuring consistently high levels of satisfaction, retention, and strategic growth over the lifecycle of the relationship. This role requires the ability to build and sustain trustful relationships with key stakeholders, positioning yourself as a trusted advisor who helps customers define and achieve their specific business outcomes. You will be responsible for objectively assessing account health scores and proactively taking action to improve them before issues escalate. A core part of the position involves leading regular check-ins, facilitating Quarterly Business Reviews (QBRs), and guiding strategic discussions that align customer goals with solution capabilities. You will develop and execute tailored success plans for each account, focusing on retention while actively unlocking expansion and upsell opportunities. Internally, you will act as the voice of the customer, providing critical feedback to the Product team to directly influence roadmap decisions and product development. This role is essential in fostering a customer-obsessed culture that translates into long-term loyalty and advocacy for the Easygenerator brand.

Key facts

What you'll do

• Assume ownership of a designated portfolio of accounts, monitoring performance metrics and ensuring alignment with customer success benchmarks.
• Establish and nurture strong, professional relationships with C-level and operational stakeholders, becoming a strategic partner in their organizational journey.
• Analyze account health data and metrics to generate insights, identifying trends and anomalies that indicate potential risks or opportunities for improvement.
• Proactively surface risks to internal stakeholders and customer leadership, developing and executing mitigation plans that safeguard the relationship.
• Orchestrate and lead structured check-ins and Quarterly Business Reviews, preparing thoroughly to ensure meetings are insightful and outcome-driven.
• Design and implement strategic success plans that map customer objectives to Easygenerator features, supporting retention and identifying pathways for expansion.
• Collaborate cross-functionally with the Product team to translate customer feedback into actionable insights that influence future product enhancements.
• Champion the customer perspective during internal discussions, ensuring that roadmap priorities reflect real-world user needs and market demands.
• Identify and escalate opportunities for upselling and cross-selling by understanding evolving customer workflows and pain points.
• Document success playbooks and best practices that can be leveraged across the customer base to standardize high-touch engagement strategies.
• Monitor competitive landscape changes and share intelligence internally to ensure Easygenerator remains a compelling choice for clients.
• Act as a primary escalation point for complex customer issues, coordinating with Sales, Support, and Product to resolve matters efficiently.
• Utilize data-driven methodologies to forecast customer lifetime value and identify accounts with churn risk or high expansion potential.
• Build a reputation for reliability and expertise, becoming the go-to person for customers seeking guidance on maximizing the platform's value.

Requirements

• Hold a bachelor's degree or higher, demonstrating a foundational commitment to professional development and learning.
• Possess 2-3 years of direct experience in Customer Success or key account management roles within a SaaS or software environment.
• Bring prior experience in a related field, understanding that while not strictly required, it is a significant advantage for navigating complex stakeholder landscapes.
• Exhibit excellent written and spoken English skills, capable of leading clear and concise conversations while actively listening to uncover underlying needs.
• Develop a commercial mindset focused on negotiating outcomes that create mutual benefit for both the customer and internal stakeholders.
• Adopt a distinctly customer-oriented approach, quickly discerning the real need behind a request and aligning solutions to address it.
• Thrive in a remote work environment, demonstrating strong self-discipline, time management, and communication skills without direct supervision.
• Engage with stakeholders across multiple time zones, adapting communication styles to ensure clarity and professionalism at all times.
• Utilize structured problem-solving techniques to address customer challenges and drive projects to successful completion.
• Maintain a high level of integrity and confidentiality when handling sensitive customer data and strategic business information.
• Show resilience in managing multiple priorities, balancing proactive account management with reactive issue resolution.
• Leverage a growth mindset, actively seeking feedback and opportunities to refine engagement strategies and personal skills.
• Commit to adhering to company policies and procedures, ensuring all customer interactions align with Easygenerator's brand standards.
• Demonstrate an ability to work independently and as part of a collaborative team, contributing to a positive and inclusive workplace culture.

Nice to have

• Cultivate a passion for HR technology, staying informed on the latest trends and innovations that shape the digital workplace landscape.
• Develop familiarity with the nuances and evolving dynamics of the HR tech space to provide more insightful guidance to customers.
• Bring a genuine interest in how technology enables organizational development, learning, and talent management strategies.
• Show an inclination toward understanding learning and development frameworks that underpin effective e-learning initiatives.
• Exhibit curiosity about how data and analytics can be used to measure learning impact and drive business performance.

Practical notes

This is a full-time remote position. There are no specific travel requirements or visa sponsorships mentioned in the source material, and the role operates within standard contractual and compliance frameworks of the company. The successful applicant will join a growing team committed to simplifying knowledge sharing and empowering organizations through award-winning e-learning solutions.