Customer Success Manager
WeVideo is the leading full-cycle video learning platform for content creators, businesses of all sizes, and educational institutions. We are a Google Play Editors' Choice selection with over 12 million downloads, and our product is used by more than 6,500 schools to enhance classroom learning.
We have a current opening for a Customer Success Manager to ensure our customers achieve maximum value from our video learning platform, driving product adoption, retention, and growth. This role provides a chance to demonstrate your relationship management skills and take your career to the next level in the field of Customer Success
Responsibilities
In this role, you will:
- Act as the primary point of contact for a portfolio of WeVideo clients, guiding them through the customer journey from onboarding to renewal.
- Proactively monitor customer health and usage data to identify and mitigate churn risks, while also pinpointing opportunities for expansion/upselling by partnering with our sales teams on outreach.
- Develop and execute strategic success plans that align WeVideo's platform capabilities with the customer's desired business or educational outcomes.
- Track customer usage, feature adoption, and general sentiment within the platform to identify users who may need additional support or training.
- Maintain accurate records of all client interactions, activities, and account health within Salesforce for data management and client interactions.
- Be the voice of the customer internally, collaborating with Product, Sales, and Marketing teams to improve the user experience, product performance, and overall client satisfaction.
- Lead Monthly and Quarterly Business Reviews (QBRs) and high-touch presentations to showcase value and demonstrate ROI.
- Cultivate a deep curiosity to go beyond the designated role by creating and curating helpful assets and resources to enhance client support and drive feature adoption.
Requirements
- Previous experience in a Customer Success Manager (CSM) role at a SaaS company is required.
- OR Extensive, hands-on experience using WeVideo products as a teacher, end user, or administrator with a deep understanding of its applications in education or business.
- Proficiency in Salesforce for data management, reporting, and tracking client interactions.
- Strong ability to manage multiple priorities and initiatives effectively across a diverse customer portfolio.
- Excellent presentation and communication skills, with a proven ability to lead client meetings and simplify technical concepts.
- Demonstrated empathetic approach to customer relationship building and conflict resolution.
- Proven capability to collaborate with multiple stakeholders and departments (e.g., Sales, Support, Product) to boost client satisfaction and resolve issues.
Benefits & Perks
- Competitive compensation
- Flexible PTO and Paid Holidays
- Medical Insurance with United Health Care: Employee Premiums covered at 100% and Dependent Premiums covered at 80%
- Vision/Dental Insurance with Guardian: Employee Premiums covered at 100% and Dependent Premiums covered at 70%
- Remote Work opportunity
Compensation: $80,000 - 85,000 + Bonus
Why you might like working here
We offer a positive culture that enjoys working and learning from each other. You'll join a dedicated team where people stick around, with some colleagues having been here for over 8 years. Our users truly love our product—just take a look at what they are saying on social media!About WeVideo
WeVideo is a full-cycle video learning platform that is available from virtually any computer or device at home, school, work, or on-the-go to capture, edit, view, and share videos. Built for the future in HTML5, WeVideo brings maximum speed, responsiveness, security, and expandability to browser-based video editing. We are also the exclusive digital storytelling solution of Google’s Education Creative Bundle for Chromebooks and a Microsoft Education Partner.
We are an equal opportunity employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected status.