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Customer Success Manager, Strategic Accounts

Top Hat, Austin, Texas

The all-in-one teaching platform for higher education

Duration: Full-Time


Are you passionate about enabling educators to teach the minds of tomorrow?

We’re looking for a highly motivated and analytical-minded Customer Success Specialist with unparalleled customer-facing skills. We are looking for someone who goes above and beyond in serving customers with a high growth mindset. You will be the connection with our largest enterprise accounts and will be driving renewals and expansion within your accounts. You'll be responsible for increasing institution-wide adoption to help get Top Hat into as many post-secondary classrooms as possible and driving additional revenue in our Strategic Accounts.

You Will:

  • Ensure the successful implementation and use of Top Hat in a university, college, department or course as soon as a new deal is closed by managing the implementation of Top Hat 
  • Own and drive high retention in your pod’s book of business
  • Drive adoption and ROI for customers through the use of success plans and business reviews
  • Maintain regular touchpoints with key stakeholders and decision-makers to ensure ongoing success and usage of the platform
  • Act as the main point of contact between the client and the internal Top Hat team to ensure we are delivering on the value of Top Hat with each customer and increasing the usage of our solution
  • Participate in business reviews and manage relationships with stakeholders
  • Communicate and collaborate within your pod, Product and the shared services team to facilitate the best possible client experience
  • Manage KPIs like renewal rate customer health & maturity score

About You:

  • You have 3+ years of experience in customer success, ideally in the SaaS space
  • Your client-facing experience covers customers with multiple stakeholders and you confidently know how to work with the C level (in our case the Dean, Provost and Professors)
  • You are coachable, open to learning and seeking ways to become better
  • You use analytics to create, drive and align value proposition (strong Excel skills)
  • You have top-notch problem-solving skills, business and technical/diagnostic skills
  • You have strong project management experience
  • You have strong experience working within cross-functional teams 
  • You are independent with the ability to tackle and own customer success & business development
  • You have a bachelor’s degree or equivalent
Ten reasons people choose to join the Top Hat team:

*A noble mission that creates meaningful, fulfilling work
*A team that cares deeply for customers and for each other
*Professional learning and development for all role levels
*The latest and greatest technology to do your job
*Competitive benefits and health/lifestyle spending accounts
*We’re currently embracing an engaging, remote-first culture and work experience
*A management team focused on performance, growth, engagement and connection
*Our winning strategy and market potential
*Employee-led, exec sponsored employee resource groups committed to Diversity and Inclusion
*Passionate customers that believe in us—and what we do

About Top Hat

Our Mission We treat instructors like heroes, elevating their work inside and outside the classroom with compelling content and activities to engage their students. We believe collaboration with our coworkers and with frontline educators is the key to our success. We work hard, we work smart and we work without ego. And we know our aggressive growth will revolutionize the university experience.

Top Hat

Want to learn more about Top Hat? Visit Top Hat's website.