Customer Success Manager

The Company

Our mission is to make education affordable by helping institutions increase alumni giving. The idea started from our founders’ own struggle with the lack of scholarships when they were students. Watch this TEDx talk from Kalyan https://www.ted.com/talks/kalyan_varma_the_future_of_education 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 becoming market leaders through a unique strategic partnership with Blackbaud https://www.google.com/search?q=nasdaq%3Ablkb&oq=nasdaq%3Ablkb&aqs=chrome..69i57j69i58j69i61l2.3740j0j7&sourceid=chrome&ie=UTF-8 (read more here https://www.blackbaud.com/newsroom/article/2022/10/21/blackbaud-and-almabase-announce-expanded-partnership-to-redefine-digital-engagement-and-fundraising-for-higher-education & here https://www.blackbaud.com/newsroom/article/2023/03/03/blackbaud-and-almabase-partner-to-redefine-digital-engagement-and-fundraising-for-k-12-schools)

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 the USA. The India team is based in Bangalore and the US team is fully remote.

Almabase is looking to hire two Customer Success Managers to collaborate with customers to solve various use cases using the Almabase product.

Work Timing Our customer base is mostly situated in the US. Therefore you are expected to work during US hours: 8am to 5pm EST.

Work Location We expect all team members to work from the Bangalore office. We follow a hybrid work policy, requiring you to work from the office at least 2 to 3 days per week.

Responsibilities

- KPIs: onboarding (CSAT and time to first value), account retention, Customer Health, revenue expansion, product adoption, and building advocates. (Retention is a shared accountability with the Account Manager, explained more in detail later)

- 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.

- Monitor customer health and risk score actively and devise a plan to m