Customer Success Manager at 2U

What We’re Looking For:

• The Customer Success Manager will help define the way that we work with our customers and design the strategy we apply at both a macro and micro level. In addition to leading our customers from pre-sale through onboarding and the rest of their journey with edX for Business. The CSM will require a “builder mentality” to refine the function as we establish customer goals and design programs that best serve those goals. This person will ensure the customer is prepared to take full advantage of their investment in transforming their organization. This is a cross-functional role where you will work closely with Enterprise Support, Product, BI, Sales, and Marketing.

Responsibilities Include, But Are Not Limited To:

• Onboard new edX For Business customers, including pre-sale support to help the customer identify their transformation goals and how edX will get them there.
• Develop a trusted advisor relationship with clients through a structured and ad hoc communication cadence as you guide them through achieving their goals and the life of their contract.
• Analyze customer and learner data through multiple platforms in order to establish progress against internal and customer KPIs and customer health scores. 
• Work collaboratively to design creative solutions for our customers’ unique challenges. 
• Understand the capabilities of edX’s platform, content, and services and consult on the various combinations of those things to determine how the customer will work with edX. 
• Design and enhance the edX For Business lifecycle experience for customers through partnering with the sales team, support, marketing, and sales operations. 
• Work closely with Product to communicate customer needs and opportunities to improve their experience with our products.

Things That Should Be In Your Background:

• Required years of experience – 3+ years of experience in Customer Success Management
• Analytical mind and a passion for problem solving: design data-backed strategies and recommendations to guide customers through the steps to make them successful
• Collaborative spirit: you’ll be involved in many cross-functional projects where teamwork is key
• Ability to stay organized and prioritize: with many projects in flight or many customers, it’s important to understand what should come first and why
• Knowledge or experience with the following tools: Salesforce, Tableau, Excel (Preferred)
• Experience within a Software as a Service (Saas) environment (Preferred)
• Proficiency in a foreign language (Preferred)
• Not required, but bonus if you’ve ever worked with SSO or API configuration (Preferred)