Customer Success Manager

Cambridge, MA or Remote /
Customer Success /
Full-time
uConnect is on a mission to help more people realize their potential by improving access to career resources and services - early in their lives and throughout their careers. Initially focused on the post-secondary higher education market, uConnect's All-In-One Virtual Career Center is used by schools like UCLA, MIT, and Baton Rouge Community College to radically increase student and alumni engagement with career services, and integrate career planning into the student experience, before, during and after college.

We're a mission-driven team that has created a working environment that is fun and collaborative and puts people first. We have a physical office in Cambridge, MA but operate as a remote-first organization, encouraging mobility for all employees, and to work from their chosen environment. uConnect is backed by leading education technology investors including Strada Education and LearnLaunch.

Our dedicated Customer Success team is looking for new additions! Come and join us in our quest to create the best customer experience possible for the universities and educational organizations we serve. In your new role, you'll support all aspects of Customer Success, including onboarding new clients and providing ongoing assistance to ensure we retain customers and drive account growth.

You will have complete ownership over the success of your College & University customer accounts and be responsible for providing high-touch reactive and proactive support to ensure a high-quality customer experience and aligned strategic outcomes. Furthermore, since we're still getting started - you'll have the chance to contribute not only to how your customers experience uConnect but how we engage, set standards, and manage excellence across the board!

What you'll be doing

    • Onboard new customers and overseeing implementations to ensure they are set up for success.
    • Develop trusted, strategic relationships with influencers - including Directors, Vice Presidents, Deans, and Provosts - to understand their goals, and help them maximize their usage of uConnect to elevate their work and scale their impact on student outcomes.
    • Manage a set of 25-40 customers including all service enquiries, present utilization and statistical information in regular meetings.
    • Build strong customer relationships by maintaining high levels of engagement through data-driven, routine account check-ins, planning, and business reviews.
    • Be your customers' internal advocate bringing together resources across uConnect to ensure their success.
    • Represent the voice of the customer to help inform sales approach and product roadmap.
    • Drive account growth opportunities and renewals with existing customer base.
    • Deliver basic and advanced training sessions to ensure confidence with the platform.

The idea candidate will be great at:

    • Bringing strong technical knowledge to support and answer questions, quickly, accurately, and comprehensively for assigned accounts.
    • Project management and working cross-functionally with both internal and external resource.
    • Implementing SaaS solutions and working with ticketing systems & CRM solutions.
    • Advising customers on best practices for designing, implementing, and scaling their platform.
    • Finding creative solutions to business and technical challenges.
    • Comfortable working in a fast-paced, start-up environment where we move quickly and each wear many hats.
    • Willing to go the extra mile to ensure our customers are successful!
    • Cultivating customers to act as uConnect champions at external events, within case studies, testimonials, and other highly visible activities.
    • Light experience with HTML and CSS coding a plus.
    • Having a passion for the uConnect product and a desire to change the world of higher education.

What you'll get

    • Great pay: $79-83K base PLUS a bonus.
    • Uncapped PTO (that we want you to take advantage of)
    • Remote work and flexible schedule
    • Medical, Dental, and Vision insurance
    • Company holidays including the week between Christmas and New Years
    • $100 monthly benefit towards Employee Health and Wellness
    • Professional Development & Mentorship Program
    • Education reimbursement of up to $2,000 yearly
    • 401k Retirement Plan with Company Match Q1 2022
    • Paid parental leave
    • Being in a position to help shape our company culture, the people we hire, and the direction and focus of our business.
    • Working in an organization that values merit over seniority, title, or past experiences. We seek to always have the best ideas win, and for performance to always be recognized.
    • Broad exposure to a quickly-growing start-up and lots of opportunities to have an outsized impact on our work.
    • Being able to work with an amazing team that's highly collaborative and is constantly pushing each other to grow personally and professionally.
What else should you know?
We are a highly driven team, motivated by pushing each other to grow personally and professionally. We've created a working environment that is fun and collaborative and puts people first. We have a physical office in Cambridge, MA, but operate as a remote-first organization, encouraging all employees' mobility and working from their chosen environment. We offer competitive compensation and benefits and are committed to being an equal opportunity employer.

Interested but not sure you're the right fit?
If this sounds like a company you would like to join, but it may not be the right role, please don't hold back from reaching out. Whatever skills you bring to the table or background you're coming from, and we welcome you to start a conversation with us. Just use the subject line: "General Interest."

EEO Statement
Equal Opportunity Employer
uConnect is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 
View The EEO is the Law poster and its supplement. 
uConnect participates in E-Verify. View the E-Verify posters here

Disability Accommodation
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email lisa@gouconnect.com or please call (617) 851-8579.