Customer Success Manager

ABOUT THE COMPANY
New Level Work’s vision is that everyone should thrive at work so they can reach their highest potential. We provide a 100% virtual leadership development platform that offers a unique combination of one-on-one coaching, group training, and tech-enabled solutions that helps companies scale the best of leadership development to all levels of managers in all locations across the world in a manner that truly impacts day-to-day employee performance and innovation. 

The Customer Success Manager is responsible for accompanying a book of customers throughout their lifecycle at New Level Work. Their duties include interacting with new, existing, and potential customers on a regular basis, directing their team on how to best help customers, and implementing customer success policies and procedures to enhance customer satisfaction. This position will report to the VP of Customer Success and Operations under the direction of New Level Work’s COO.

Key Responsibilities and Capabilities

New Level Work is a rapidly growing company, and comfort with ambiguity and change is required. Below are the major responsibilities of the Customer Success Manager:

• Establish clear goals and process milestones for the customer and communicate those goals internally at New Level Work
• Strong project management skills including scheduling and coordinating program rollouts
• Assist customers as needed with setting up and Implementing New Level Work programs 
• Seek to promote the value of the product and add value to the customer experience
• Identify leads for sales with existing customers and help promote upsell opportunities 
• Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
• Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs when possible
• Optimize existing processes within the company and actively enhance all Customer Success initiatives
• Reach out to customers via email and regular check-in meetings
• Understand customer business needs and explain to potential customers how they can utilize our products to meet their business needs
• Perform customer onboardings
• Encourage product renewals
• Provide training materials and answer customer questions
• Collect feedback in order to increase our success
• Stay up to date on our programs and think of ways to share new programs with existing customers with an eye towards growing their engagement size
• Find opportunities to build learning journeys and deepen the partnership with our customers with a goal of long-term working relationships 

• Comfortable with a rapidly changing and growing company environment and ability to chip in to help when it’s needed.
• Schedule flexibility
• Experience managing face-to-face customer relationships and projects
• Experience analyzing data, & creating reports for clients
• 3-5 years of experience in a customer success position strongly preferred
• Experience promoting value through customer experience
• Excellent written and verbal communication skills
• Exceptional ability to communicate and foster positive business relationships
• Technical skills are required as they relate to the use of the product and services
• Accountability and personal organization are essential with a high level of attention to details
• Ability to establish milestones and keep on task
• Experience analyzing and optimizing the existing processes in the Customer Success department
• Deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Dedication to elevating your work beyond what is expected
• A proactive approach to finding solutions with a team spirit
• Familiarity with CRM systems (preferably HubSpot), LMS systems and Google Suite.
• Previous learning and development experience preferred

*language skills in German, French, or Italian a plus

Our commitment to Diversity, Equality and Inclusion extends beyond a checkbox. At NLW, we put words into action through advocating for all employees to feel heard, supported and celebrated in what makes us unique. We embrace authenticity and believe it is a key driver in our success that allows us to think AND act innovatively, as well as collaboratively.

New Level Work provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

For Colorado applicants, and/or other individuals applying within a state that requires pay transparency, please email [email protected]