Senior Customer Success Executive

Senior Customer Success Executive

Founded in 1996, the Texthelp Group is a global technology company helping people all over the world to understand and to be understood. It has led the way in creating innovative technology for the education and the workplace sectors for the last three decades.

With over 50 million users worldwide, we believe in a world where difference, disability or language are no longer barriers. We’re focused on helping all people learn, understand and communicate through the use of digital learning and accessibility tools.

It is our goal to positively advance the literacy and understanding of one billion people around the world by 2030.

We employ over 360 staff across locations in Northern Ireland, Great Britain, Norway, Denmark, Sweden, USA and Australia.

We can only achieve our goal and continue to grow by having high performing people in our critical roles. People working in the right culture towards our collective goals.

We pride ourselves on our core values that are embedded within our culture. These are courage, impact, creativity and community.

About the role

We are looking for a Customer Success Executive who is passionate about building inspired school districts to support the literacy and math needs of students. We are seeking someone driven by building happy school districts ready to share their success with others. This person will work with their Customer Development / Expansion counterparts and focus on ensuring all customers are onboarded in a timely manner as well as ensuring ongoing usage and delight with our products. This role has a direct impact on neurodiverse students who just want to understand and be understood.

Main Responsibilities

Drive Customer Success Outcomes

Support account owners to build overall customer value

Timely response to customer plans and needs

Testimonials - cultivate successful customers willing to advocate to new districts

Follow recommended Texthelp practice for Onboarding to deliver Time to Value for all new customers and for all new upsell / crossell sales

Follow recommended Texthelp practice for ongoing customer adoption including training support and chat requests

Monitor adoption stats for all customers and follow relevant check-in guidelines with your tier of customers

Support Customer Development / Expansion executives in ensuring onboarding and adoption metrics are green for all of their customers and all risks and concerns are followed through with an agreed action plan in place

In conjunction with Customer Development / Expansion executives, build engagement plans and create solutions to address any retention risk in their customer portfolio

Attend account reviews with customers as relevant

Mitigate difficult customer situations to drive retention

Proactively support customers to reduce churn

Build expert knowledge of products and product resources to ensure :

Demonstrate expertise and skill in products

Respond quickly to customer “how to” product questions

Demonstrate understanding of resources to recommend for customers which are customized to their specific needs

Create on demand training for unique customer requests

Deliver training to others and build their skills

Be part of a world class Customer Success Team :

Lead systems change by developing new processes for fellow team members

Provide ongoing feedback to leaders and team on learnings from customers and ideas to improve systems and processes

Participate fully and seek out training and new thinking to enable ongoing skill development in Customer Success for B2B SaaS

Actively engage in creating a healthy team culture with a positive growth mindset

Measures of Success

Churn and Downsell

Time to Value

Product Adoption

Customer Professional Development

Customer Satisfaction

Customer Health

Essential Criteria

3+ years of experience working in the customer success function in a B2B SaaS or EdTech at a Customer Success Executive level

Experience delivering relevant metrics including TTV and customer health against targets

Track record of handling difficult customer situations and turn them into happy customers

Previous success with analytical and process-oriented systems to creatively engage our clients regularly to ensure a smooth renewal process

Proven ability to thrive in a fast-paced renewal environment

Ability to work with larger districts and complex customers

Demonstrable track record of creating more efficient workflows

Proven ability to coordinate multiple customer onboarding and adoption plans

Familiar with EdTech LMS Platforms

Desirable Criteria

Demonstrated growth mindset

Use of Agile processes that continually improves outcomes

Excellent communication and presentation skills

Please submit your application on our website by 5PM on Wednesday 7th February 2024.

If you have a disability and / or require reasonable adjustments to be made during the recruitment process, please let us know in advance so that any support, aids or adaptations can be put in place to assist you.

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