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Everfi is a leading provider of digital education content, empowering organizations to drive direct impact in communities on important social issues from financial wellness and mental health to workplace culture. Since 2008, we’ve reached over 41 million learners worldwide and earned recognition from Fast Company, Fortune, and GSV for our innovation and impact.

The Customer Success Manager, Principal is a senior member on the team responsible for bringing Everfi's best ideas, innovations, and capabilities to customers and driving greater business value through the four pillars of Customer Success: Adoption, Customer Success, Renewals and Business Support. This individual will manage a portfolio of Strategic customers that include some of our largest and more complex accounts.

Responsibilities (aka Essential Functions)

Adoption
- Onboard new customers, advise services team behind the scenes on best practices re customer-specific details & requirements, ensuring that the customer understands how to contact and leverage support and training.
- Repeat onboarding with any upgrade/new release with a major version change, or within 30 days of employee turnover within the account.

Success

- Meet customer deliverables, including project managing across internal teams and reporting on results.
- Deliver industry expertise and communicate to customers about best practices and trends.

- Review new release details (features, functions and bug fixes) with customers during success calls.
- Advocate for customer into internal teams (i.e. Product Management, Product, Finance).
- Measure and analyze CSAT of customer base by product, assessing whether or not action is needed to address.
- Serve as point of escalation for customers.
- Develop and manage save plans in partnership with account team during RFP or at risk customer.

Renewals
- Work with the Renewals Specialist to ensure a seamless renewal process for the customer, on time and with appropriate increase in fees to maintain at minimum the current revenue levels for the account.

Business Support
- Create & Maintain (green/yellow/red) Health index for customers (likelihood to renew), based on data related to behavior (number and frequency of support cases, CSM interactions, on-time payments, product issues, training attendance, usage levels).
- Create, store and maintain all customer success documentation in a centralized repository of record, accessible in role-based views to other functional area associates: sales, support, PS and executives.

Marketing and Event Support

- Lead and manage customer engagement programs for Everfi clients, including in-person and virtual event strategy, student scholarship contests, teacher engagement contests, social media campaigns, and other promotions.

- Project manage the development of creative assets including collateral, videos, social media campaigns, case studies and other marketing materials in collaboration with Creative Services and external vendors.

- Define requirements and success metrics for customer launch events, including logistics, design, signage and attendee management, social media strategy, and drafting of press materials.

Collaboration

- Fosters open communication & candid discussion at all levels of the organization, even on highly sensitive topics.

- Acts as a calming and settling influence in crisis situations and is looked to by others for directions and guidance.

- Takes timely, strategic actions in designing and leading groups and organizations to facilitate their working together effectively.

Client Relationships

- Develops outstanding strategic ongoing customer relationships gaining trust and respect for company.

- Handles professionally even the most difficult or sensitive situations with external parties, turning negative or adversarial situations into positive results for Everfi.

Other job-related duties as assigned.

Skills, Experience and Qualifications

• Bachelor's degree from an accredited college or university.

• Minimum of 9 years relevant nonprofit or customer success experience.

• In depth understanding of Everfi products and solutions.

• Excellent written and oral communication skills.

• Superior presentation skills and credibility with C-level executives.
• Ability to travel on occasion to support customer needs.

The base salary for this role is expected to start at $90,000. Everfi may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.