Customer Success Manager - Student Organization Management

What you will do:

Suitable is looking for an ambitious problem-solver to join our rapidly growing team as a Success Manager specializing in Student Organization Management. Candidate should be ready to devote significant time to client success activities in the pursuit of the company’s client retention and growth goals. The candidate will be responsible for interacting with new and existing customers while ensuring they succeed in attaining desired outcomes with our software. This will include onboarding, implementation, training, creating collateral, identifying product enhancements to meet market needs, and post-implementation success monitoring. To start, this individual will work primarily with customers who are using our Student Organization Management module.

There is a tremendous path for professional growth at Suitable as the company grows. This means you can control your own destiny by helping the company retain customers and turn them into industry advocates for Suitable. Training and support will be provided to make you as successful as possible, but it is expected that the candidate will devote time to continuously learn both the industry and software to become an expert in the subject matter.

Who you are:

This candidate needs to be self-motivated, relationship-driven, and goal-oriented. You’re hungry to succeed and to also help Suitable succeed. You have EITHER client success / account management experience in EdTech OR Student Life and Student Organization experience at a higher education institution (at least 3-5 years preferred). You may even have startup experience and do whatever it takes to get the job done right. Patience is a strong suit and people typically use the words “planner”, “proactive”, and “team player” to describe you. Taking the initiative to help others is your way of life even when it means staying late in the office some nights. You believe that persistence pays off and you don’t quit easily. You’re seeking a position that will challenge you, springboard your client success/account executive career, and most importantly you love helping others!

You will be evaluated by 1) Cultural fit, 2) Previous professional experience and performance, and then 3) education.

Responsibilities:

• Report to the Vice President of University Success and achieve assigned client retention and renewal goals.
• Achieve an operating mastery of our product and how the features benefit universities.
• Lead product implementations and manage post-launch success by interacting directly with partners (this may include Provost, VP, Dean, Director level positions all the way through students).
• Manage partner Zoom Meetings and email follow ups to keep implementation on track.
• Conduct training sessions.
• Own, drive and build relationships from day one through retention and renewal.
• Actively identify expansion opportunities and take appropriate steps to drive the expansion.
• Actively identify red flags and take appropriate steps to minimize churn.
• Consult partners on Strategy, Product, and Continuous Improvement.
• Manage and research your partners' needs and stay up to date on key trends.
• Become a trusted advisor and solution expert.
• Ensure our CRM and Google Drive reflect your updated, accurate partner data.
• Conduct client presentations on product features, workflows, and concepts.
• Identify and organize partner needs/progress on a daily, weekly, and monthly basis.
• Present with partners on webinars and/or at conferences.

Experience and personal characteristics we’re looking for:

• Minimum 3-5 years of experience in Higher Education, specifically in Student Life / Student Organizations (working at a university, college or other equivalent) OR 3-5 years of experience as a client success or account management for EdTech 
• Skilled relationship builder who enjoys building and strengthening partnerships.
• Proven project management experience (ideally software implementation).
• Can make decisions under ambiguous circumstances and maintains professionalism under high-pressure customer encounters.
• Known track record of being a team player who can contribute to more than the bare minimum - client success strategy, documentation, process, best practices, etc.
• Proven to be diligent about meeting your goals every day, month, and quarter.
• Professional industry experience, preference for software and/or Higher Education.
• Is comfortable challenging the status quo, advocating for what’s right, and presenting diverse opinions while still listening to others. 
• Interested in staying up to date on trends in higher education.
• Proficiency in Excel
• Takes pride in critical thinking and communication (written and verbal) skills.  
• Loves working in the nitty-gritty and pays close attention to detail.
• Ability to work on a small but highly productive team.
• Extremely organized and polished
• Not required, but preferred proficiency with Hubspot CRM

Benefits:

• Competitive salary and bonuses
• PTO and sick days.
• Some travel; mostly virtual meetings with customers, but travel to customers and/or conferences may be required at times.
• Full health insurance plus dental and vision.
• Lots of work-from-home flexibility.
• Company-sponsored 401k plan.

About Suitable

Suitable is a Philadelphia based tech company that just finished closing their Series A with leading regional investors that include Martinson Ventures and Ben Franklin Technology Partners. Suitable specializes in helping universities get their students more involved in activities outside of the classroom (i.e - on campus events, workshops, community service, student organizations, internships, study abroad, etc) and then assisting them in analyzing that activity data to understand which activities lead students to better outcomes (i.e. - starting salaries, retention, on-time graduation, satisfaction, to name a few).