Client Success Manager

Client Success Manager

Location: Arlington, VA
Schedule:
Full-time
Travel: Occasional travel possible

Position Summary

At Higher Logic, our Client Success team is responsible for making sure that our clients derive as much value as possible out of their relationship with us. We measure and drive results and are vigilant stewards of client satisfaction. As a Client Success Manager, you will be personally responsible for overseeing a portfolio of Higher Logic clients and serving as their primary point of contact and trusted advisor throughout their journey from the point following their initial purchase of Higher Logic and onward.

Responsibilities

  • Serve as the primary point of contact for Higher Logic’s clients and develop consultative relationships that ensure client success and satisfaction throughout their journey
  • Manage a portfolio of client accounts to ensure client retention and expansion goals are achieved
  • Recommend and implement engagement best practices, including incorporating community into organization programming, communications strategy, annual conferences and events, to help clients position their use of the Higher Logic platform for success
  • Support clients in their strategic goals and priorities, and develop plans for attainment of these goals
  • Assist clients in understanding functionality, leveraging available features, fixing bugs and troubleshooting
  • Identify client educational needs that will best facilitate healthy adoption of the Higher Logic platform
  • Partner with members of Higher Logic’s Community Management, Implementation, and Support teams as necessary to ensure well rounded service for our clients
  • Closely collaborate with Business Development Managers on join account planning activities to identify, propose, and help close revenue expansion opportunities
  • Become an expert on Higher Logic’s product and consistently brainstorm how it can be used to further the mission of our clients
  • Proactively update clients on our latest available features and best practices

Qualifications

  • You innately understand that putting client results first drives exceptional business results
  • You have at least 2 years of experience in client success / client success or account management at a SaaS or other subscription business
  • You understand how to evaluate the health of each of your client accounts individually across a variety of dimensions, and can effectively prioritize your efforts accordingly
  • You have a patient, methodical, and diligent approach to understanding client challenges
  • Strong teamwork and collaboration skills
  • Outstanding oral and written communication skills, including the ability to communicate technical concepts to non-technical individuals
  • Ability to multi-task and meet time-sensitive goals
  • Working knowledge of HTML and CSS preferred, but not required
  • Bachelor’s degree required

Please email your resume with cover letter, including salary requirements, to recruiter@higherlogic.com, and indicate in the subject line you are applying for the Client Success Manager position.