Customer Success Manager - SMB

Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders' own struggle with lack of scholarships when they were students. Watch this TEDx talk from Kalyan to learn more. We are a bootstrapped company that has grown to be a leader in the alumni software space in the US. We're slated for even faster growth on the path to become market leaders through a unique strategic partnership with Blackbaud (read more here & here) Our customers are universities and high schools and in most cases we're working with staff in the alumni relations and fundraising office at these institutions. The value prop for them at a high level is simple - "Engage more alumni and raise more money from them". 90%+ of our customers are from the US currently but we're starting sales in UK and Canada this year so we'll start to see some more customer regions this year. Our team is based in India and USA. The India team is based in Bangalore and the US team is fully remote. Responsibilities: KPIs: onboarding (CSAT and time to first value), account retention, $ expansion, product adoption, and building advocates. Accountable for the complete post-sales customer journey. (Onboarding Adoption Retention Advocacy) Become the trusted advisor for each of your customers and help them achieve their alumni engagement and fundraising goals. Build and maintain strong relationships with the champion and other key stakeholders. Train customers on the product and leverage product workshops to ensure that they are equipped with knowledge about using Almabase. Collaborate with customers to solve various use cases using the Almabase product. Conduct regular check-ins & business reviews with your customers to ensure consistent engagement. Own the churn prevention and expansion process for all your accounts. Monitor at-risk customer behavior and carry out activities to retain them. Proactively identify opportunities for expansion and contact customers for up-sell/cross-sell. Identify customer insights and pain points and contribute to the product roadmap by providing active feedback to the product team. Collaborate with the Marketing team to build customer case studies, testimonials, and referrals. Accountable for training customers on using the product. Documenting all customer conversations and information on our CRM. An independent Customer Support team is responsible for responding to customers' questions while using the product. As a CSM, you are expected to be proactive in helping customers succeed, which is how the role differs from Customer Support. Work Timings: All of our customers are US universities and high schools. So, you are expected to work during US hours 9 am - 5 pm EST (5 PM - 2:30 AM IST) (approx.).

Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders' own struggle with lack of scholarships when they were students. Watch this TEDx talk from Kalyan to learn more. We are a bootstrapped company that has grown to be a leader in the alumni software space in the US. We're slated for even faster growth on the path to become market leaders through a unique strategic partnership with Blackbaud (read more here & here) Our customers are universities and high schools and in most cases we're working with staff in the alumni relations and fundraising office at these institutions. The value prop for them at a high level is simple - "Engage more alumni and raise more money from them". 90%+ of our customers are from the US currently but we're starting sales in UK and Canada this year so we'll start to see some more customer regions this year. Our team is based in India and USA. The India team is based in Bangalore and the US team is fully remote.