Client Success Manager

Company Overview

Abl believes every student deserves the opportunity to maximize their potential by making informed and meaningful choices about their lives and futures. Unfortunately, many students aren’t given the same opportunities due to systemic inequities perpetuated by outdated, unresponsive systems. Abl offers advanced, data-driven software and services to help K12 school and district leaders identify and remove those barriers to equity. The Abl team is made up of education leaders and experts working together with engineers, designers, and data scientists to build the tools schools districts need to shape pathways for each student to achieve success. 

We are looking to add a talented Client Success Manager to own Abl's relationships with customers from the moment they start implementation to the day they deliver an amazing experience for all of their schools. The role will involve a high degree of problem solving, influencing, and communicating, often in collaboration with other departments. 

Note to Candidates: Studies have shown that women and people of color are less likely to apply for jobs unless they believe they check all the boxes listed in a job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. We encourage you to apply, even if you don't believe you meet every one of our qualifications described.

In this role you will:

• Serve as the primary point of contact for all post-sales activities including, but not limited to ensuring ongoing client health, providing consultative guidance, product training, and proactive engagement. 
• Deliver training and professional development sessions of Abl’s core products in person or via webinar to ensure clients reach their district objectives utilizing Abl solutions.
• Work in collaboration with cross functional team members to develop the content that will be used to train & guide customers, participating in pre-sales, cross-sales, & demos as required, and provide customer feedback to enable product enhancements.
• Monitor and analyze customer health and leverage those insights to identify risk, develop success plans, and deliver best practices and recommendations to customers that help drive product usage and student potential.
• Successfully lead projects and programs while developing customer relationships that promote engagement, retention and loyalty.
• Gather regular customer feedback and suggestions. Create formal business reviews and present ideas to key stakeholders focused on recommendations to align our platform to the customers’ district goals, strategies, and desired impact.
• Ensure renewals through positive experiences, articulated impact, and close collaboration.
• Help drive adoption and usage through ongoing check ins and relationships with stakeholders
• Align closely with Sales on existing accounts to build champions and create plans for expansion.

Ideal candidate:

• Relevant Experience in Client Success, relationship management, or customer facing role in a SaaS or similar environment
• Experience managing large, multi-stakeholder projects with exceptional results
• Self-motivated, proactive team player with innovative ideas to inspire customers and the team
• Strong interpersonal skills and experience building internal and external relationships
• Diplomacy, tact, and poise under pressure when working through customer issues
• Experience maintaining and growing clients and outside partners, especially stewarding renewal processes
• You like presenting in front of large crowds and are able to drive the agenda for a meeting
• Project management skills (understand task dependencies/sequence and manage of tasks)
• You have a desire to work in a diverse, highly collaborative team environment
• Strong internal cross-team/cross-functional collaboration experiences
• You're able to travel as needed

Bonus Points if:

• Preferred experience in K-12 education or Ed Tech
• Preferred experience using a CRM, Project Management, and/or Client Success solution (ex. Salesforce)
• Proactive, entrepreneurial style, eager to take initiative in a fast-paced, dynamic environment.

Benefits/What we offer:

• Competitive compensation
• Flexible PTO for our employees to use as needed
• Stock option plan to give our employees a direct stake in Abl's success
• Comprehensive health coverage (medical, dental, vision) subsidized up-to 100%
• Remote first company with in-person events throughout the year
• Generous Parental Leave and Adoption Assistance for your growing families
• Pre-tax benefits including 401k, FSA, and HSA with $1000 towards the account
• Learning & Development opportunities and reimbursements for further professional training

Company Culture

Abl employees share a passion for revolutionizing education through school design, whether or not they have prior experience working in the field. We value diversity of background and thought. We strive to create a safe and supportive environment where trust, communication, creativity, and humility are valued as highly as technical skills. We believe shared ownership builds a more resilient company, and we tackle hard problems, together. If that sounds like your dream work environment, we look forward to hearing from you.