Accredible, the world’s leading digital credential platform, is seeking a Customer Success Manager to help us with our customer lifecycle from onboarding to renewal for our mid-market segment.

You’re an experienced Customer Success Manager with a track record of driving retention and customer growth by ensuring adoption, engagement, and a world class customer experience.

• Proactively managing the relationship and customer lifecycle of a portfolio of 80-100 clients.
• Executing a high-touch approach with our clients while ensuring project milestones are being met.
• Driving adoption of the Accredible platform across business units.
• Identifying expansion opportunities and working with our Account Management team to bring these to fruition.
• Ensuring the Accredible renewal process is followed and customers are renewed on time, every time.
• Being the voice of the customer - collating and vocalizing their requirements internally.
• Understanding customer goals through accurate stakeholder mapping, account planning, and quarterly business reviews - ensuring the maximization of renewals and expansion revenue.
• Help build processes and documentation to ensure consistency across the team and smooth handovers both internally and externally.

In this role, as part of the larger Customer Success team, you will report to the Senior Director of Customer Success Management; together, you will be responsible for owning client relationships, driving renewals, identifying account growth and ensuring customer satisfaction. You’ll also receive regular, thoughtful feedback and coaching to help you grow.

• Autonomy & trust – You’ll have decision-making power from day one
• Democratic team culture – Your voice matters in shaping the product and the process
• Smart, kind teammates – Work with people who care about what they do and each other
• Mission with impact – Help learners, educators, and organizations around the world unlock potential
• Results Oriented. Know what you’re trying to achieve, and measure progress.
• Proactive. Say “I intend to…” instead of waiting for permission.
• Dependable. Commit responsibly, follow through, and be intentional and open in delegating or dropping tasks where necessary.
• Prioritizer. Able to make high-leverage impacts on key areas.
• Bias to Action. Find ways forward and iterate with small steps to move quickly.
• Humble in feedback and debate. Be more like scientists, and welcome data driven debates that deliver the best possible outcome.
• Supportive. Understand that we win or lose as a team, and support those around you.
• Ambitious. Aim to be the best.
• Builder. Look for opportunities to improve processes, people, teams, and everything else.
• Great Communicator. Be succinct, create space for others to speak, and strive to benefit the atmosphere in a room.

• 3-5 years of experience in Customer Success or Account Management
• Track record of driving retention and customer growth by ensuring adoption, engagement, and a world class customer experience.
• Strong relationship building, interpersonal, and presentation skills.
• Comfortable leading renewal conversations, handling objections, and incentivizing renewals using Accredible’s approved pricing matrix to maximize revenue and client value
• Experience hosting client calls and completing executive business reviews over Zoom.
• Exceptional analytical skills for analyzing client data.
• Time management and multitasking skills.
• Advanced negotiation skills.
• Strong with organization and the ability to prioritize and pivot when needed.
• Ability to travel domestically up to 10% of the time for client meetings and conference attendance.
• Attention to detail.

Preferred:

• Understanding of the digital credentialing and education technology space.
• Experience with Google Suite, Slack, and Salesforce.

Cultural:

• Collaborative. You have a track record of working hard as a part of a team and contributing actively to the success of the group as a whole.
• Proactive Communicator. You are self-driven and able to voluntarily, clearly, and succinctly communicate ideas and problems to peers and customers alike. You demonstrate high standards of written and verbal communication.
• Adaptable & Self-starter. You are comfortable working in a fast paced environment with little direction and taking on projects independently within a “start-up” technology company that is fast growing
• Honesty & Integrity. You do what is right, adhere to the utmost ethical standards, and are consistently transparent with colleagues regarding the status of your work.
• Open to Criticism & Ideas. You understand that our organization – and our employees – aspire to continually improve and you do not avoid seeking or receiving feedback regarding improvement opportunities.
• Enthusiastic. You demonstrate the ability to quickly absorb and apply new information. You can research best practices and determine how to implement them at Accredible. You want to learn and grow and are excited to take on new challenges.

• Competitive salary.
• 35 days annual vacation.
• Paid medical/dental/vision premiums.
• Generous sick time and compassionate leave to support our team members’ health needs, and physical and mental well-being.
• Flexible hours & remote work; while we fully support digital nomads, you must be able to align with your team’s predominant time zones.
• A high-energy, collaborative, and supportive high-growth organization backed by some of Silicon Valley's top venture capital investors.
• Two hours per week (paid) to spend learning anything you like related to your role, plus a budget to spend on learning materials (courses, books, conferences). We love education and we believe in nurturing your growth!
• A promise to invest in your growth personally and professionally. Wherever you would like to go and whatever you would like to do, we will be there to support you.
• Many additional perks!

Accredible are remote first, people-first, and proud to be a mission-driven company shaping the future of learning and achievement.

Accredible is Open and Inclusive. We welcome people of any gender identity or expression, race, skin color, ethnicity, age, size, nationality, sexual orientation, ability level, neurotype, religion, elder status, family structure, culture, subculture, political views, education level, identity, and self-identification. We welcome teachers, learners, activists, artists, dreamers, doers, ordinary people, extraordinary people, and everyone in between.

Accredible is the world’s leading digital credential platform, enabling education and training leaders to increase learner engagement and drive program growth. Over 2,300 organizations, including Google, IAPP, McGraw Hill, MIT, Skillsoft, Slack, and the University of Cambridge, rely on Accredible to manage and measure everything from issuing digital certificates and badges to visualizing learning pathways to spotlighting certified learners. Founded in 2013, Accredible has helped issue and verify over 125 million career-advancing credentials. To learn more, visit accredible.com.