Customer Success Manager (CSM)

Gaggle is an established organization that focuses on student safety and wellbeing initiatives. Our primary role is to support schools in achieving their desired goals through proactive management of designated accounts. Leveraging customer health data, we uncover growth opportunities and manage risks, while working in close collaboration with various teams within the organization to ensure customer satisfaction and retention.

Job Description

The Customer Success Manager (CSM) will work directly with assigned customers, supporting them in implementing our programs effectively. You will be expected to:

• Engage regularly with customers, discussing how they can derive more value from their relationship with Gaggle.
• Coordinate and deliver professional development sessions for assigned customers to ensure end-users integrate Gaggle into their workflows.
• Work closely with Technical Support, Safety, and Product teams to identify potential issues impacting retention and formulate resolution plans.
• Serve as a point of contact for assigned accounts and address client needs proactively.
• Manage the renewal process and negotiations for your assigned book of business.

Requirements:

• At least 3 years of experience in a sales or customer success role
• Exceptional listening skills to build trust and relationships with district leaders
• Strong documentation skills
• Excellent presentation and communication skills
• Strong organization and time management skills
• Ability to travel

Preferred Qualifications:

• Bachelor’s degree
• Experience in the K–12 Education field
• Proficiency with Salesforce

This remote position offers a great opportunity for candidates located anywhere within Kenya. We provide a flexible work-from-home environment; therefore, having a reliable high-speed internet connection is crucial. Additionally, setting up a comfortable private workspace would be essential for success in this role.

For information about the salary range and benefits package associated with this position, kindly submit your application.

Please note: While this job description references operations within US regions such as Eastern or Central U.S., this has been localized for a Kenyan audience and the operations will be within Kenya.