Customer Success Manager

🕒 September 14

🇺🇸 United States – Remote

💵 $68k - $70k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

👻 Ghost score 0%

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The Fedcap Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 Non-profit

📚 Education

🏥 Healthcare

Non-profit • Education • Healthcare

The Fedcap Group is a non-profit organization that has been tackling some of society’s most pressing challenges for 87 years. It serves over 250,000 children and adults annually in the United States and the United Kingdom through innovative and scalable solutions. The organization focuses on four major practice areas: Education, Workforce Development, Health, and Economic Development, providing educational services, vocational training, behavioral health services, and work readiness skill-building aimed at fostering long-term self-sufficiency. Additionally, The Fedcap Group engages in broader systems change by collaborating with government entities to enhance service delivery.

📋 Description

• Lead launch courses to onboard new partners to Single Stop technology • Deliver training on best practices and provide ongoing support • Serve as the primary consultant to partners, helping them implement and optimize use of Single Stop • Provide tailored consulting services and solutions for partner needs • Monitor partner performance using data analytics • Track outcomes, assess implementation effectiveness, and recommend improvements • Provide regular feedback to partners based on results • Retain customers by maintaining partner satisfaction, troubleshooting issues, and resolving concerns • Engage partners to renew contracts and identify growth opportunities • Collaborate with Business Development on transitions for new partners • Partner with the Director of Customer Success to develop training content and optimize consulting services • Develop ideas to increase user adoption and reduce churn • Collaborate with partners on marketing plans that drive program awareness, participation, and impact • Perform other duties as assigned

🎯 Requirements

• Bachelor's degree required • At least 2-3 years of experience developing and facilitating training and/or giving presentations to large and small groups (4-5 years preferred) • Previous experience at a SaaS company • Experience in account management • Ability to anticipate partner needs, analyze and evaluate performance metrics, and proactively recommend strategies for success • Proficient in utilizing technology to deliver training, including teleconferencing, videos, online guides, and learning management platforms • Experience creating and managing partner marketing plans and engagement initiatives • Ability to learn and teach new technologies, platforms, and software features to users of all skill levels • Ability to utilize data to assess performance and provide meaningful feedback • Proficient with Microsoft Office applications • Experience designing and facilitating consulting experiences and services for clients • Passion to work for a mission-driven organization • Proactive team player who brings fresh ideas for user adoption and churn mitigation

🏖️ Benefits

• Health insurance (Medical, Dental, Vision) • Paid time off (Vacation, Sick, Floating) • Retirement plan 403(b) • Flexible Spending Account (FSA) • Commuter Benefits • Life/Accident insurance • Short-term Disability Insurance • Long-term Disability Insurance • Employee Assistance Plan (EAP) • Commissions upon successful contract renewals and adoption