Customer Success Manager

Remote Posted 6 days ago

MIT’s Open Learning is looking for an experienced Customer Success Manager to join the new MIT Horizon initiative.

This is a unique opportunity to help build and refine a Customer Success function from the ground up. You will be MIT Horizon’s first Customer Success Manager and will directly manage client relationships with senior learning and business leaders at prominent Fortune 500 companies. You will be responsible for renewals and expansions, and advocating for clients in internal discussions. You will also deliver standard B2B SaaS services including on-boarding, driving engagement, evaluating success and managing users.

We want to hear from you if you will enjoy the excitement and chaos of early stage companies, and if you want to work with a high caliber, diverse team within MIT to transform corporate learning through innovative technology. We are open-minded and share our ideas freely and equitably with each other. In addition, we recognize that the typical startup does not emphasize living a balanced life, but as part of an academic institution, we care deeply about lifestyle.

You will report to the head of MIT Horizon, a successful B2B SaaS serial entrepreneur.

What will you be responsible for?

  • Be the primary point of contact for all early clients. Establish trusted advisor relationships with a wide variety of executives and learning professionals at large companies and government organizations. Lead kick-off and launch planning calls with executives and other key players, as well as regular meetings throughout the year to drive success.
  • Drive renewals and expansions by identifying opportunities and building a strong understanding of client initiatives, pains and success criteria.
  • Directly manage post-sale client activities. Deliver a variety of services including on-boarding, ongoing engagement support, usage analytics, and guidance on embedding the product into client’s business strategy.
  • Deeply understand the buyers and product in order to test and refine Customer Success processes and life-cycle. Pivot quickly to adopt and test them.
  • Be an advocate for client needs within the internal MIT Horizon team.
  • Participate as an active member of the core MIT Horizon team, including close involvement in cross-initiative decisions, budgeting and product development. Help MIT Horizon learn from users in order to drive company strategy forward.

Why MIT Horizon?

  • Work on an exciting, innovative product – we’re helping companies and individuals learn about the most cutting-edge technology in the world.
  • MIT is an established brand with substantial benefits and a balanced lifestyle. MIT Horizon boasts a uniquely stable startup environment with a strong emphasis on living a full life outside your work.
  • Our team is diverse. We come from all over the continent, and our experience is in the academic world, startup/SaaS, journalism, and more. We are always learning from each other.
  • MIT Horizon is an open environment where all ideas are welcomed and considered equally without judgment. We aren’t afraid to be who we are and share our ideas with each other, no matter how out there.
  • If you’re interested in it, we spend time together as people in the form of optional team lunches, crazy idea brainstorming, and off-sites.
When you apply, please include a brief cover letter detailing your interest and answering the following question for us: "For a product like ours, what qualities do you need in a good Customer Success Manager?"

Qualifications and Skills:

MINIMUM REQUIRED EDUCATION AND EXPERIENCE:

Education: Bachelor’s degree in a related field required.

Experience: A minimum of seven years of relevant experience or equivalent.

Skills: Exceptional interpersonal and communication skills. Proven ability to initiate and develop strong professional relationships with senior business leaders. Proven ability to deliver services and support to large businesses and/or governments. Proven ability to manage expansions and renewals for B2B SaaS products. Proven ability to work independently in an unstructured, startup environment.

PREFERRED EDUCATION AND EXPERIENCE:

Preferred education: Advanced degree (MS or MBA) or equivalent.
Preferred experience: Nine years of relevant experience or equivalent


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