Customer Success Manager

4 days ago

Cape Town, Western Cape, South Africa 2U Full time

At 2U, we are all in on purpose. We are motivated by our mission – to eliminate the back row in education – and connected by our shared passion to deliver world-class digital education at scale. As the parent company of edX, the world's leading online learning platform, 2U powers more than 4,000 online higher education offerings – from free courses to full degrees. Together with more than 230 colleges, universities, and corporate partners, we are helping to unlock human potential.

What We're Looking For:

The Customer Success Manager will help define the way that we work with our customers and design the strategy we apply at both a macro and micro level. In addition to leading our customers from pre-sale through onboarding and the rest of their journey with edX for Business. The CSM will require a "builder mentality" to refine the function as we establish customer goals and design programs that best serve those goals. This person will ensure the customer is prepared to take full advantage of their investment in transforming their organization. This is a cross-functional role where you will work closely with Enterprise Support, Product, BI, Sales, and Marketing.

Responsibilities Include, But Are Not Limited To:

  • Onboard new edX For Business customers, including pre-sale support to help the customer identify their transformation goals and how edX will get them there.
  • Develop a trusted advisor relationship with clients through a structured and ad hoc communication cadence as you guide them through achieving their goals and the life of their contract.
  • Analyze customer and learner data through multiple platforms in order to establish progress against internal and customer KPIs and customer health scores.
  • Work collaboratively to design creative solutions for our customers' unique challenges.
  • Understand the capabilities of edX's platform, content, and services and consult on the various combinations of those things to determine how the customer will work with edX.
  • Design and enhance the edX For Business lifecycle experience for customers through partnering with the sales team, support, marketing, and sales operations.
  • Work closely with Product to communicate customer needs and opportunities to improve their experience with our products.

Things That Should Be In Your Background:

  • Required years of experience – 3+ years of experience in Customer Success Management
  • Analytical mind and a passion for problem solving: design data-backed strategies and recommendations to guide customers through the steps to make them successful
  • Collaborative spirit: you'll be involved in many cross-functional projects where teamwork is key
  • Ability to stay organized and prioritize: with many projects in flight or many customers, it's important to understand what should come first and why
  • Knowledge or experience with the following tools: Salesforce, Tableau, Excel (Preferred)
  • Experience within a Software as a Service (Saas) environment (Preferred)
  • Proficiency in a foreign language (Preferred)
  • Not required, but bonus if you've ever worked with SSO or API configuration (Preferred)

Benefits & Culture

Our global employee base is a diverse collection of innovators, dreamers, and doers working together to transform lives through higher education. We believe that every employee can advance our shared purpose, and that life at 2U should be fun and meaningful. If you're excited by the opportunity to provide over 40 million learners and counting with access to world-class online higher education, then join us – and do work that makes a difference. #NoBackRow

We offer comprehensive benefits (unique per country) and excellent work/life balance.
Full-time, ZA benefits include:

  • 2 complimentary Getsmarter short courses per year
  • Subsidised medical aid with Discovery Health Medical Scheme
  • 4% 2U contribution towards Discovery Life Pension Fund and Group Risk Benefit
  • Employee Assistance Program (EAP)
  • Generous leave policy including time off to volunteer for non-profit organization, study leave, sports leave and a company-wide festive season break

2U Diversity and Inclusion Statement

At 2U, we are committed to building and sustaining a culture of belonging, respect, and inclusion. We are proud of the steps we've taken to bring together an employee base that embodies diverse walks of life, ideas, genders, ages, races, cultures, sexual orientations, abilities and other unique qualities. We strive to offer a workplace where every employee feels empowered by what makes us different, as well as by how we are alike.

2U is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodations, please reach out to us at:recruitingaccommodations@2u.com.

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