Customer Success Manager

Remote – Full Time – US

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A Customer Success Manager (CSM) proactively builds and nurtures strong relationships with key clients, ensuring their ongoing success and satisfaction with our products and services. CSMs develop strategic account plans, drive product adoption, identify growth opportunities, and proactively address any challenges to maximize customer lifetime value and retention.

Core Responsibilities:

  • Customer Relationship Management
  • Client Onboarding and Adoption
  • Cross-Functional Collaboration
  • Strategic Planning and Execution

Accountability & Impact: 

  • Drive product adoption for a portfolio of 150+ accounts by supporting our clients through onboarding and support
  • Set up new customers with Gray DI PES Software
  • Manage client onboarding and adoption plans
  • Host Office Hours
  • Guide our users through the product
  • Demo our PES product suite to our current client base
  • Work with customers to develop case studies and referrals 
  • Increase customer revenue retention and uncover revenue expansion opportunities

What You Bring to the Role:

  • Passionate about technology and customer success and dedicated to driving client outcomes
  • Excited to present product knowledge to big groups
  • Excellent communication, relationship-building, and problem-solving skills
  • Aptitude for simplifying and explaining complex technical issues
  • Strong analytical ability
  • Proactive, organized, and able to manage multiple priorities effectively
  • Experience in customer success or a related field is preferred

What you will be measured on:

  • Client retention
  • Activities that drive adoption, value realization, and renewals
  • Account growth

Requirements:

  • 4+ years in a customer-facing role
  • Prior experience in a Customer Success or Account Management role is preferred but not required 
  • Comfort speaking with contacts at all levels of executives (President, Provost, VP of Finance, Director, and all other levels of leadership)
  • Experience at a B2B Technology, Data Analytics, or SaaS company is preferred, but not required

Join us at Gray Decision Intelligence and play a pivotal role in shaping the success of our innovative software solutions for higher education. Don’t miss this opportunity to be part of a dynamic and collaborative team. 

If you are interested, please send an email with your resume to Juanel.Oriach@graydi.us.

This job description provides a high-level overview of the responsibilities and requirements of the position. It is not exhaustive and may be subject to change or modification based on the company’s needs.

About Gray Decision Intelligence: Gray DI provides data, software and facilitated processes that power higher-education decisions. Our data and AI insights inform program choices, optimize finances, and fuel growth in a challenging market – one data-informed decision at a time.

Gray DI is an equal-opportunity employer and we value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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