Customer Success Manager Enterprise | Xplor

Imagine waking up each day knowing you're about to make a tangible difference for thousands of children and families. Here at Xplor Education, that's precisely the opportunity we offer. We're looking for a passionate and dedicated Customer Success Manager to join our global team, someone who thrives on building strong, lasting relationships and driving real outcomes for early childhood education and care providers. If you're excited by the prospect of empowering educators and improving operational efficiency through innovative technology, this might just be your next big adventure.

Overview

We are on the lookout for a talented Customer Success Manager, focusing on our Enterprise clients, to become a vital part of the Xplor Education team. While our roots are global, this role is fully remote and welcomes applications from anywhere in the world. You will play a crucial part in strengthening the bonds between Xplor Education and the early childhood education and care (ECEC) providers we proudly support. Your primary mission involves driving customer outcomes that significantly enhance operational efficiency, boost family engagement, and ultimately elevate the quality of care provided by our partners. You'll report directly to the Director of Customer Success Account Management, contributing every day to a mission that genuinely impacts lives.

Key Responsibilities

In this impactful role, you will be entrusted with several key responsibilities. These include actively maintaining comprehensive account plans for all your assigned enterprise customers. This involves meticulous documentation of stakeholder lists, crafting strategic executive engagement plans, proactively identifying and mitigating risks, uncovering new opportunities, and developing robust success plans. You will also be responsible for delivering a consistent cadence of customer engagement and review sessions. These sessions encompass quarterly business reviews, systematic customer health scoring, and thorough product and feature adoption reviews. A critical part of your contribution will be to proactively identify, address, and manage any potential churn risks across your valuable portfolio of strategic customers, ensuring their continued success and partnership with Xplor. Furthermore, you will advocate internally for customer needs, influencing product roadmaps and service improvements, and ensure our enterprise clients are maximizing their investment in Xplor Education's solutions.

Requirements

Proven Experience: A strong background in enterprise-level customer success, account management, or a related client-facing role.
Strategic Thinker: Demonstrated ability to develop and execute strategic account plans for large, complex organizations.
Relationship Builder: Exceptional communication and interpersonal skills, essential for building trust and rapport with senior stakeholders.
Analytical Acumen: Ability to assess customer health, identify trends, and present data-driven insights effectively.
Proactive Problem Solver: Skilled in identifying and mitigating potential risks, particularly churn risks, across a client portfolio.
Sector Understanding: While not strictly required, a background or deep understanding of the early childhood education and care (ECEC) sector would be a significant advantage.
Tech Savvy: Proficiency with CRM software and customer success platforms is expected.

What You'll Gain

Impactful Work: Join a mission-driven organization where your efforts directly contribute to bettering communities and lives.
Global Team: Experience a vibrant, supportive global team culture that champions innovation and collaboration.
Professional Growth: Significant opportunities for career development and expanding your expertise in enterprise customer success and EdTech.
Innovation: Work with cutting-edge technology, playing a pivotal role in shaping the future of early childhood education.
Flexibility: Enjoy the autonomy and work-life balance of a fully remote role, available worldwide.