Customer Success Manager

At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,

Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,

and the community as a whole.

We have a rich and storied history. Colibri is one of the pioneers of online professional education,

introducing some of the first web-based professional education courses in 2001. Today, the company’s

family of brands are the leading online professional education platforms in their respective end-markets.

We proudly to serve >1 million customers annually and employ more than 1,000 mission-aligned

professionals. To learn more, please visit: www.colibrigroup.com

Position Overview

The Customer Success Manager plays a pivotal role in nurturing and maintaining relationships with partners post-sale. They focus on understanding the business goals of our clients, ensuring that the product or service provided continually aligns with and supports those objectives. Their responsibilities include delivering a superior experience, promoting satisfaction, and optimizing product adoption. Our goal is to establish a referenceable customer base of enthusiastic fans!

What You'll Do

• Serve as the primary point of contact and account manager for broker partners, associations and/or schools, with deep understanding of customers’ business goals and pain points.
• Collaborate with site team members to provide oversight on external events (such as open houses, career expos, lunch & learns) and to brainstorm on new ways to drive engagement at campus locations, while delivering white-glove service.
• Own customer engagement from start to finish, including onboarding, nurturing, customer sales, account retention and growth. Ensure that customer has clear path to promoting partnership benefits to drive direct enrollment/revenue.
• Must develop a deep understanding of brand products, services, and systems to support partner needs.
• Establish, manage, and grow value-based relationships though exceptional communication and follow through to ensure customer satisfaction, resulting in high customer retention.
• Serve as voice of the customer to prioritize feature requests and platform improvements during product/brand discussions to improve our business solutions using the customer feedback loop.

What You'll Need to Succeed

• Bachelor's degree in business administration or related field required; applicable experience may be considered in lieu of a degree.
• Minimum 2+ years of experience in sales and account management, with a focus in supporting B2B strategy in a B2C organization.
• Experience with HubSpot, NetSuite or other CRM tool preferred.
• Experience with data driven account management as well as experience working toward direct revenue targets.
• Comfortable working in a team environment while developing independent plans to achieve sales/revenue goals within assigned accounts.
• Strong work ethic and ability to manage elevated levels of volume across multiple customers and projects, with varying degrees of priorities, while fostering retention and loyalty in a fast-paced environment.
• Project plan and management skills are essential.
• Excellent verbal and written communication skills are required.

Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you're excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn't align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don't hesitate to take the leap and apply today!

Colibri Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Colibri Group prohibits discrimination and harassment of any kind based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, or any other status protected under federal, state, or local law.