Customer Success Manager, Gold Tier

Transfr is on a mission to help create pathways to career success. Our immersive career exploration and training simulations empower learners and job seekers of all ages find the right job for them and build the skills they need to enter (or reenter) the workforce or change careers — helping them improve their quality of life. 
Immersive VR experiences from Transfr have been shown in studies to deliver better learning gains than video tutorials, slide presentations, and other training methods. Learners also find Transfr experiences highly engaging and enjoyable. At Transfr, we believe the future starts with innovative workplace training and skills development. We’re building bridges between schools, workplaces, and governments to help improve training and job placement pipelines and create a better tomorrow, today. 
Summary: To complement our rapid growth, we are seeking to add a Customer Success Manager (CSM), Gold Tier to our Customer Experience (CX) division. This role will ensure the assigned customer base derives value from our products, primarily leveraging digital communication channels and self-service resources to facilitate customer success. This CSM plays a critical role in minimizing churn and maximizing customer retention in a scalable and efficient manner. This role will report to the RVP of Customer Success for the Gold Tier team.

Responsibilities:

• Drive product adoption, utilization, and expansion opportunities using customer data and analytics to monitor utilization and customer health, identify patterns hindering adoption, and engage at-risk accounts with strategies to prevent churn and ensure customer satisfaction.
• Deliver on 90%+ annual subscription renewals by maximizing clients' success with our products and engaging customers well in advance of renewal dates to secure on time renewals.
• Manage a steady volume of email and phone conversations with a large customer portfolio across different lifecycle stages.
• Develop and maintain self-service resources to empower customers to independently find solutions. 
• Create scalable nurture campaigns that decrease time to value, increase product adoption and inform customers. 
• Ensure a seamless onboarding process for customers by providing resources, guides, tutorials, support and training webinars, making customer visits where appropriate.
• Become knowledgeable of Transfr’s solutions and service offerings, including implementation methodologies and advanced service offerings to provide accurate and relevant information to customers.
• Create QBR and annual reports that demonstrate the value creation unique for each customer.
• Secure customer feedback and share internally to influence product roadmap.
• Leverage a mix of automated and manual processes to maintain information flow externally and …