Customer Success Manager

The Company Our mission is to make education affordable by helping institutions increase alumni giving.

The idea started from our founders’ own struggle with the lack of scholarships when they were students.

Watch this TEDx talk from Kalyan https://www.ted.com/talks/kalyan_varma_the_future_of_education to learn more.

We are a bootstrapped company that has grown to be a leader in the alumni software space in the US.

We’re slated for even faster growth on the path to becoming market leaders through a unique strategic partnership with Blackbaud https://www.google.com/search?q=nasdaq%3Ablkb&oq=nasdaq%3Ablkb&aqs=chrome..69i57j69i58j69i61l2.3740j0j7&sourceid=chrome&ie=UTF-8 (read more here https://www.blackbaud.com/newsroom/article/2022/10/21/blackbaud-and-almabase-announce-expanded-partnership-to-redefine-digital-engagement-and-fundraising-for-higher-education & here https://www.blackbaud.com/newsroom/article/2023/03/03/blackbaud-and-almabase-partner-to-redefine-digital-engagement-and-fundraising-for-k-12-schools) Our customers are universities and high schools, and in most cases, we’re working with staff in the alumni relations and fundraising office at these institutions.

The value prop for them at a high level is simple - “Engage more alumni and raise more money from them”. 90%+ of our customers are from the US currently, but we’re starting sales in the UK and Canada this year, so we’ll start to see some more customer regions this year.

Our team is based in India and the USA.

The India team is based in Bangalore and the US team is fully remote.

Almabase is looking to hire three Customer Success Managers to collaborate with customers and solve a range of use cases with the Almabase product.

Work Timing: Our customer base is mostly situated in the US.

Therefore, you are expected to work during US hours: 8am to 5pm EST.

Work Location: We expect all team members to work from the Bangalore office.

We follow a hybrid work policy, requiring you to work from the office at least 2 to 3 days per week.

Responsibilities - KPIs: onboarding (CSAT and time to first value), account retention, Customer Health, revenue expansion, product adoption, and building advocates. (Retention is a shared accountability with the Account Manager, explained in more detail later) - Accountable for the complete post-sales customer journey. (Onboarding → Adoption → Retention → Advocacy) - Become the trusted advisor for each of your customers and help them achieve their alumni engagement and fundraising goals.

Build and maintain strong relationships with the champion and other key stakeholders. - Train customers on the product and leverage product workshops to ensure that they are equipped with knowledge about using Almabase. - Collaborate with customers to solve various use cases using the Almabase product. - Conduct regular check-ins & business reviews with your customers to ensure consistent engagement. - Monitor customer health and risk score actively and devise a plan to move high-risk customers to low/medium risk.

Collaborate with the Account Manager who will be responsible for the renewal of the accounts. - Proactively identify opportunities for expansion and contact customers for up-sell/cross-sell. - Collect NPS surveys from customers and enrich them, identifying customer insights and pain points.

Contribute to the product roadmap by providing active feedback to the product team. - Collaborate with the Marketing team to build customer case studies, testimonials, and referrals. - Leverage AI to deliver better customer outcomes with less friction and enhance processes with AI to make them more efficient An independent Customer Support team is responsible for responding to customers' questions while using the product.

As a CSM, you are expected to be a strategic consultant to your portfolio of customers, helping them achieve their business outcomes with Almabase.

Requirements - At least 1-2 years of SaaS B2B work experience in a CS related role such as CSM, Support, Onboarding, Customer Experience, etc.

Experience working with US customers would be great. - Comfortable with leveraging AI to improve CSM processes, using tools like ChatGPT, Perplexity, Gamma, Canva, Zapier AI, N8N AI. - Excellent written and verbal business communication skills. - Ability to communicate and foster positive business relationships. - Strong problem-solving skills, a technical and analytical aptitude, with the ability to quickly learn and adopt technical products. - An ability to understand a software product and its nuances very well. - Experience with customer success software or CRM (like HubSpot) would be helpful.

We use HubSpot.

What will a typical quarter look like?

At the beginning of each quarter, we will work with you to come up with a set of OKRs (Objectives and Key Results) to work towards.

This will help you focus. - Onboarding: You will have customers who just signed up with Almabase, and you’ll be accountable for their onboarding.

A separate implementation team will ensure the customer’s implementation is completed before handing it to you (CSM).

You will ensure the customer is trained and that the program they intended to launch on Almabase is launched. - Renewals: Renewals will be owned by the Account Manager.

However, you as the CSM will own the risk score and health of the customer and collaborate with the Account Manager as they initiate the process of renewal for a customer.

You are expected to supplement them with additional context of the customer, pain points if any, so that the Account Manager can better prepare the renewal conversation. - Engagement: For onboarded customers, you will be responsible for engaging them through tailored strategies aligned with their goals and current product adoption.

Your key focus areas will include maintaining and improving customer health, mapping customer workflows to Almabase, training POCs, conducting quarterly business reviews (QBRs), and driving greater product adoption and sti