Job Description

What You'll Do

As Customer Success Manager (CSM), you will report to the Director of Customer Success and be the main point of contact for our new and existing partners, ensuring that they are fully supported from onboarding to the ongoing use of Single Stop's technology. You will deliver personalized consulting services, design and lead training sessions and ensure our partners maximize the impact of our solutions on the communities they serve. Your goals will be to increase user adoption, mitigate churn, foster long-lasting productive partnerships, and explore opportunities to expand our relationships.

Your Responsibilities Will Include:

• Onboarding & Training : Lead launch courses to onboard new partners to the Single Stop technology. Deliver training on best practices and provide ongoing support to ensure partners understand and effectively utilize the platform.
• Relationship Management : Serve as the primary consultant to partners, helping them implement and optimize their use of Single Stop. Provide tailored consulting services and solutions to meet specific partner needs.
• Performance Tracking : Monitor partner performance using data analytics to track outcomes, assess the effectiveness of implementations, and recommend improvements. Provide regular feedback to partners based on their results.
• Customer Retention, Success and Expansion : Work proactively to retain customers by maintaining high levels of partner satisfaction, troubleshooting issues, and resolving concerns. Actively engage with partners to renew contracts and identify opportunities for growth.
• Collaboration : Work closely with the Business Development team to ensure a seamless transition for new partners. Partner with the Director of Customer Success to develop training content and optimize consulting services.
• User Adoption & Churn Mitigation: Act as a thought leader within the organization by providing fresh, innovative ideas for increasing user adoption and reducing churn among partners.

You're a great fit for this role if you have:

• A Bachelor's degree (required).
• At least 2-3 years of experience developing and facilitating training and/or giving presentations to large and small groups (4-5 years preferred).
• Previous experience at a SaaS company.
• Experience in account management, including the ability to anticipate partner needs, analyze and evaluate performance metrics, and proactively recommend strategies for success.
• Proficiency in utilizing technology to deliver training (teleconferencing, videos, online guides, learning management platforms, etc.).
• Strong ability to learn and teach new technologies, platforms, and software features to users of all skill levels.
• Analytical skills to assess performance using data and providing meaningful feedback.
• Proficiency with Microsoft Office applications.
• Passion for working in a mission-driven organization.
• Experience designing and facilitating consulting experiences and services for clients.
• A collaborative mindset and can bring fresh ideas for user adoption and churn mitigation

Compensation

• $64,000-$68,000 Base + Commission

Work Location: Remote

Who We Are

Our mission at Single Stop is o build pathways out of poverty by leveraging partnerships and technology to connect people to existing resources, all through a unique one-stop shop. Fueled by state-of-the-art technology, a world-class staff, and our education and nonprofit network partners, Single Stop's vision is for every individual to have access to opportunities for achieving the American Dream. We are working to connect the 46 million individuals living in poverty to untapped local, state, and federal dollars and benefits to put them on the road to economic stability and prosperity. Single Stop joined The Fedcap Group in 2017. Website:

The Fedcap Group provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. We are an EEO employer committed to diversity.

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