Customer Success Manager (B2B)

About The Company Archer Review is a private equity-backed education technology company supporting medical and nursing students in their professional journeys. Our mission is to equip health care learners, educators and leaders with the knowledge, resources and confidence they need to succeed - personally and professionally. Our fully remote team of educators, clinicians, technologists, creatives and operators support and collaborate one another and share a genuine commitment to making a difference. Archer Review has been recognized for four consecutive years by Inc. 5000 and for two years by Deloitte Technology Fast 500 as one of the fastest-growing technology companies in the United States. The company also ranks No. 5 on the 2024 Financial Times list and No. 3 on the Inc. Southwest Regionals list for high growth companies. Our Values

• Excellence: We innovate constantly, adapt with agility, embrace challenges, welcome change, move with intention, and hold ourselves accountable.
• Outcomes: We deliver real outcomes that include measurable progress, skills mastery, and meaningful achievements.
• Empathy: We see the world through the eyes of our learners and partners, meeting them where they are, adapting to their needs, and walking alongside them with compassion and respect.
• Service: We are trusted partners who provide forward-thinking approaches and world-class service.

About The Role Reporting to the VP of Sales, the Customer Success Manager (CSM) is responsible for driving usage with our institutional partners to help them achieve their academic goals. The CSM also supports sales efforts by managing renewal pipelines and closing expansion opportunities at their partner accounts. The CSM collaborates with B2B customers to achieve goals using company products, while partnering cross-functionally to share insights and drive internal product development. This is a fully remote position in the United States. Occasional travel (<10%) may be required to attend meetings, events, or conferences. The base salary will be $65,000-$85,000, plus up to $30,000 in annual incentive compensation. What You'll Do Account Management:

• Establish and nurture strong relationships with key university contacts, maintaining regular communication and follow-ups
• Serve as the primary point of contact for institutional partners, addressing their concerns, providing support, and ensuring a positive customer experience

CRM Dashboard Management

• Utilize CRM dashboards on Monday.com and Hubspot to track progress and communication
• Create detailed project plans, timelines, and milestones for successful implementation
• Define clear objectives and outcomes for each phase of the implementation process

Institutional Communication

• Communicate with institutions via email to facilitate onboarding and provide support
• Conduct needs assessments to understand the specific requirements and expectations of each university
• Identify potential challenges and barriers to successful implementation.
• Build strong relationships with key university stakeholders, including deans, faculty, IT staff, and administrators

Onboarding

• Develop and deliver training programs and workshops to familiarize educators with our learning and assessment products
• Ensure educators can effectively navigate, use, and integrate the software into their teaching methods
• Collaborate with institutional partners to customize the product to meet their specific curriculum and assessment needs
• Provide guidance on optimizing student engagement
• Help institutional partners integrate assessment tools and quizzes from review products into their courses
• Equip educators to effectively track and analyze student performance and product usage
• Host kick-off calls for students from institutional partners, providing information and support to ensure a smooth start

Customized Curriculum Planning

• Collaborate with institutional partners to understand their specific curriculum and integration needs
• Offer tailored solutions and customization options to meet the unique requirements of each institution
• Work closely with educators to align our products with the university's curriculum and learning objectives
• Provide recommendations for content integration and sequencing

Go-Live and Problem Resolution

• Plan and coordinate official go-live dates with institutional partners
• Provide support and troubleshooting during the go-live phase
• Coordinate with the institutional partner's IT department to ensure proper technical setup and integration of software products
• Resolve any technical issues or compatibility challenges

Quality Assurance

• Conduct post-implementation reviews to ensure the products are meeting the university's expectations and goals, addressing any issues or concerns promptly
• Collect and summarize product feedback from educators and students
• Share feedback internally and collaborate on improvements and enhancements

Reporting and Documentation

• Provide regular progress reports to institutional partner stakeholders and management
• Highlight key achievements, milestones, and areas for improvement
• Maintain detailed records of all implementation activities, including training sessions, customization requests, and technical configurations

Collaboration and Teamwork

• Collaborate with the sales, product, and customer success teams to ensure a seamless transition and ongoing support
• Share best practices and lessons learned from each implementation to enhance future processes
• Stay updated on industry trends and software advancements to continuously improve the implementation process and product offering

Product Knowledge

• Maintain an in-depth knowledge of all company products, including content, features, and competitive advantages
• Address technical and educational questions from prospective partners with subject matter expertise

About You

• Proven B2B customer success or account management skills
• Excellent communication skills, including written, interpersonal, and presentation skills
• Strong technical skills, with the ability to manage both synchronous and asynchronous remote work
• Ability to efficiently manage projects, balancing action with attention to detail
• Alignment with our mission to make health care education affordable and accessible

Bonus Points

• Experience in medical education program leadership, curriculum or instructional design, faculty development and/or medical education research
• Experience in sales or account management in higher education or ed tech markets
• Experience with clinical education or work in a clinical setting
• Deep understanding of the educational ecosystem of institutions
• Graduate-level education in health care, education, or a related field

Our Benefits

• Comprehensive medical, dental and vision insurance for employees and their families
• Flexible & encouraged PTO
• Company HSA contribution of $90/month for eligible plans
• Company-paid life insurance and disability coverage
• 401(k) with company match (100% match on first 3%, 50% match on the next 2%)

Archer Review is an equal opportunity employer. We welcome applications from candidates of all backgrounds and experiences. Please note that as part of our standard hiring process, the company conducts background checks with the candidate’s consent, consistent with applicable local, state, and federal laws. For roles based in or performed in Austin, Texas, background checks are initiated only after a conditional offer has been made, in accordance with the City of Austin Fair Chance Hiring Ordinance. The Pay Range For This Role Is 65,000 - 115,000 USD per year(Remote (United States))