(Remote Work) Sr Customer Success Manager – 2U

Job Overview

• Job Title Sr Customer Success Manager
• Hiring Organization 2U
• Company Website https://2u.com/
• Remote Locations US
• Job Type  Remote, Full-Time

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world’s leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We’re Looking For:

The Senior Customer Success Manager will help to define the way that we work with our customers and design the strategy we apply at both a macro and micro level. In addition to leading our top customers from pre-sale through onboarding and on to the rest of their journey with edX for Business. The Sr. CSM will require a “builder mentality” to refine the function as we establish customer goals and design programs that best serve those goals. This person will ensure the customer is prepared to take full advantage of their investment in transforming their organization. This is a cross-functional role where you will work closely with Enterprise Support, Product, BI, Account Management, Sales, and Marketing.

Job Responsibilities

• Onboard new edX For Business customers, including pre-sale support to help the customer identify their transformation goals and how edX will get them there.
• Develop a trusted advisor relationship with clients through a structured and ad hoc communication cadence as you guide them through achieving their goals and the life of their contract.
• Analyze customer and learner data through multiple platforms in order to establish progress against internal and customer KPIs and customer health scores.
• Work collaboratively to design creative solutions for our customers’ unique challenges.
• Understand the capabilities of edX’s platform, content, and services and consult on the various combinations of those things to determine how the customer will work with edX.
• Design and enhance the edX For Business lifecycle experience for top customers through partnering with the sales team, support, marketing, account management, and sales operations.
• Work closely with Product to communicate customer needs and opportunities to improve their experience with our products.

Job Requirements

•  3+ years of experience
• Customer-first mentality: 3+ years experience in a customer-facing capacity (for example: customer success, professional services, customer service, account management)
• Analytical mind and a passion for problem solving: design data-backed strategies and recommendations to guide customers through the steps to make them successful
• Collaborative spirit: you’ll be involved in many cross-functional projects where teamwork is key
• Ability to stay organized and prioritize: with many projects in flight or many customers, it’s important to understand what should come first and why
• Knowledge or experience with the following tools: Salesforce, Tableau, Excel (Preferred)
• Experience within a Software as a Service (Saas) environment (Preferred)
• Proficiency in a foreign language (Preferred)
• Not required, but bonus if you’ve ever worked with SSO or API configuration (Preferred)

Employee Benefits

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you’re excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, U.S.benefits include:

• Medical, dental, and vision coverage
• Life insurance, disability, and 401(k) employer match
• Employee stock purchase plan
• Free snacks and drinks in-office
• Generous paid holidays and leave policies, including unlimited PTO
• Additional time off benefits include: volunteer days, parental leave, and a company-wide winter break

The anticipated base salary range for this role is ($70,000 – $85,000), with potential bonus eligibility.  Salary offers are made based on the candidate’s qualifications, experience, skills, and education as they directly relate to the requirements of the position, budget for the position and cost of labor in the market in which the candidate will be hired.

How To Apply

Click “Apply” below to fill in the application form!