Customer Success Manager I

Who We Are:

CompTIA is a leading voice and advocate for the $5 trillion global information technology ecosystem; and the estimated 75 million industry and tech professionals who design, implement, manage, and safeguard the technology that powers the world’s economy.

Through education, training, certifications, philanthropy and market research, CompTIA promotes industry growth; the development of a highly skilled workforce and a commitment to creating an environment where innovation happens, and the opportunities and benefits made possible through technology are available to all.  

Scope Summary:

The Customer Success Manager assists customers in achieving their desired outcomes while using CompTIA products and services and engaging in CompTIA communities. The Customer Success team aims to provide exceptional personal service to our High Touch and Mid Touch B2B customers that will establish long-term, successful relationships with our partners, who will help us unlock tech industry opportunities for individuals worldwide.  

Note - Candidate must be located in the United Kingdom, preferably London area.

Essential Duties and Responsibilities:

• Ensure that high-touch and mid-touch B2B customers receive exceptional support and personal service experiences that establish long-term relationships with CompTIA, empowering and inspiring customers to achieve their goals and maximize the value of our products and services
• Develop and apply strategies to retain existing customers and driving renewal rates by demonstrating value, addressing issues, and highlighting growth opportunities
• Assist customers with the smooth adoption and integration of CompTIA products and services, ensuring a successful onboarding experience
• Establish and maintain solid relationships with high-touch and mid-touch customers, serving as their primary point of contact and trusted advisor
• Gather and analyze customer feedback and insights, providing actionable recommendations to internal teams to enhance the product or service
• Serve as a customer advocate, relaying feedback, feature requests, and concerns to the appropriate internal teams for continuous improvement
• Collaborate with customers to develop strategic success plans, aligning their goals with our products and service capabilities, and ensuring long-term success
• Provide product training, ongoing guidance, and support to high-touch and mid-touch customers, helping them optimize their usage and achieve their desired outcomes
• Proactively engage with high-touch and mid-touch customers to understand their needs, address concerns, and ensure their satisfaction with our products and services
• Monitor and analyze customer metrics, such as adoption rates, usage patterns, and customer health scores, to identify trends, opportunities, and areas for improvement
• Identify opportunities for upselling or cross-selling additional products and services to existing customers, maximizing revenue generation

Key Performance Metrics:

• Ability to independently facilitate direct customer sessions within 3-6 months of completing Customer Success onboarding
• Ability to achieve CompTIA product mastery within one year
• Complete professional development training, Gainsight Customer Success Manager – Level 1
• Renewal Rate - Manager to add more details in the comment section

Skills and Qualifications:

• Problem-solving, proactive mindset
• Excellent verbal and written communication skills
• Detail-oriented and highly organized
• Ability to maintain confidentiality
• Experience with CS or CRM platform (i.e. Gainsight, Salesforce, etc.)
• Ability to take on contributor role within team projects, experience in this area a plus

Education and/or Experience:

• Degree preferred but not required for the role
• 0-2 years of direct experience in related field

Why Join Us:

We're a team of driven, creative problem-solvers who are passionate about empowering people to realize their full potential. We foster a collaborative and inclusive culture where ideas are welcomed, growth is encouraged, and success is celebrated. We're not just looking for employees, we're looking for partners who share our vision and are eager to contribute to our purpose. If you're ready to unlock your potential and reach new heights, join us today. 

Our team works hard and we recognize the importance of taking care of our own. We offer our employees a comprehensive suite of benefit offerings including:

• Health, Dental, and Vision Insurance
• Unlimited PTO & 15 Paid Holidays
• Flexible Schedules & Summer Hours
• Annual Company bonus up to 10%
• 12 weeks of Paid Parental Leave
• Retirement Plan
• Spot Bonuses for going above & beyond
• Tuition Reimbursement
• Home Office Allowance
• Wellness Reimbursement
• Student Loan Repayment 
• Broadband Stipend
• Salary range based on qualifications and experience - $57,000 - $65,000 and will be converted into local currency.