Community Success Manager

About Higher Logic: 

Higher Logic exists to connect people, knowledge, and ideas to improve lives and organizations. Through our community solutions, we empower growth-stage businesses and associations to build a more engaged and meaningful relationship with their customers and members. Higher Logic serves more than 3,000 customers, representing over 350,000 online communities with greater than 200 million users in more than 42 countries worldwide. 

Our team is a thriving community of authentic people with diverse experiences and perspectives. We are honest and genuine and believe that sharing ideas and feedback openly helps us to be successful. We believe that diversity and empathy bring us #AllTogether to make us stronger. We learn from failure and successes because both help us to grow and learn. We strive to understand the why behind our actions and bring our best selves to work every day. 

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JOB SUMMARY

The Community Success Manager (CSM) is responsible for having successful and satisfied customers and to drive revenue for Higher Logic. The CSM will expand the entire Customer lifecycle, from onboarding to renewals to cross and upsell.  The CSM will foster deep relationships with their customers, understanding their business goals and needs, acting as a customer advocate and delivering solutions and community strategy best practices that meet their challenges.  The CSM drives adoption of the feature and function usage of Higher Logic’s products to gain the most value to their business. In addition, they proactively assist customers with community management tactics and strategies that enable customers to meet their goals. The CSM ensures that the Customer renews at the end of their subscription period by cultivating a best-in-class customer experience, while driving solution upgrades, upsells and cross-sells to the customer’s account.  Finally, the CSM will contribute to building Customer Advocacy and impact Higher Logic’s net promoter score [NPS]

ESSENTIAL DUTIES AND RESPONSIBILITES:

• Accountable for achieving targeted company renewal and retention rates of assigned customer book of business
• Work with the business’s strategic customers to build strong customer relationships with executives and other key stakeholders through consistent account review and outreach.
• Ability to achieve unit and bookings targets
• Forecast accuracy
• Identify customer challenges and proactively identify and communicate better solutions and strategies to achieve customer business goals.
• Ensure product and new feature adoption through customer communication.
• Coach customers to become product experts to drive self-sufficiency.
• Capture customer experience and product feedback for the company.
• Solicit customer references and case studies.
• Contribute to development of playbooks and tools used to drive customer engagement that include a mix of software usage and community strategy.
• Recommend and adjust community engagement tactics as needed to ensure community hits company goals and KPIs.Assist customers with best practices and strategy around community management practices such as community start-up and engagement, content plan creation, advocacy plan creation and more.
• Identify upsell or cross-sell opportunities
• Conduct all business in accordance with Higher Logic policies and procedures.
• All other duties as

KNOWLEDGE AND ABILITIES REQUIRED:

• Customer first mindset
• Ability to build close-long term relationships with Customers
• Ability to drive growth:  cross sell / up sell
• Ability to solve Customer problems before they arise

• Ability to effectively propose and implement new and creative ideas that incorporate both software platform features and community best practices

• Online community strategy and tactical process implementation knowledge
• Knowledge of Higher Logic Vanilla, Higher Logic Vanilla products and services

• Strong organization skills to drive multiple, simultaneous projects with the ability to accept additional responsibilities to meet the needs of the business.

• Strong analytical and problem-solving skills
• Excellent communicator – both verbal and written – with strong public speaking and presentation skills.
• Diplomacy, tact, and poise under pressure.
• Ability to engage senior-level executives and establish credibility.
• Skilled at time management and the ability to multi-task
• Must be a self-motivated team player with a positive attitude.

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You’ll earn: 

• Competitive compensation.
• Comprehensive health benefits package. 
• 401(k) plan with employer match. 
• Healthcare and dependent-care flexible spending account. 
• Company short-term and long-term disability insurance. 
• Company culture that recognizes its employees. 
• Room for growth and development and management that cares about your professional growth and will help you achieve your goals. 
• Significant advancement opportunities for outstanding performers.