Customer Success Manager

An Introduction to Forage
At Forage, we are on a mission to get motivated students great jobs. We want to build a world where every student has the opportunity to build vital career skills and industry knowledge for free, and in so doing, give everyone the chance to discover and land their dream job.
Today, millions of candidates explore Forage job simulations to land jobs and through our unique virtual job simulations learn more about the unique and compelling work companies have to offer. Hundreds of firms (e.g. Goldman Sachs, BCG, JPMorgan, Accenture) around the world currently showcase their work and career paths on Forage. Our global reach means we can make a direct impact on the world's future workforce in ways no other company can.
This is a rare opportunity to join a critical function in a growing mission-oriented start-up with a global presence backed by world-class investors including Lightspeed Ventures, Blackbird, Y-Combinator, FundersClub, SemperVirens, Arizona State University and others.
Role Description
As a Customer Success Manager, you'll be at the forefront of our enterprise customer relationships - responsible for owning and nurturing those relationships on behalf of Forage. Drawing upon your proven expertise in managing high-value enterprise accounts, retaining and growing revenue, you'll excel at client service, communicating industry and product insights, and building enduring relationships with VP level leaders and business users.
You'll join a lean and global high-performance team, with your work having a direct impact on the the success of our employer partners, and in turn, Forage. The role is client-facing and requires a passion for building strong, lasting commercial relationships that allow our largest customers to feel, and be, successful with Forage.
Responsibilities

• Own the Success/Product Adoption relationship for Forage's largest accounts: Own and nurture relationships with high-value Strategic Accounts including several Fortune 500 companies, including to drive product adoption, run quarterly business reviews and build business cases to circulate to various stakeholders. You will be responsible for managing a book of accounts based in the United States and also in the United Kingdom. Due to timezones, we have a preference that you are located on the East Coast of the US.
• Relationship Building: Initiate and build strong, enduring relationships with business users and VP level executives. Leverage these relationships to (i) identify revenue upsell and expansion opportunities in collaboration with the Global Account Director who will be your commercial lead, and (ii) understand and demonstrate ROI to your customers.
• Cross Functional Collaboration: Work closely with the Commercial Lead team as well as cross functional teams such as Product, Program Production and Marketing as required, and be hands-on supporting and working with them to ensure client delight and success.
• Strategic Account Planning: Develop and execute strategic plans to maximize value for clients and enhance long-term partnerships (including story telling with data). Work with CS Leadership to continuously build out our Customer Success playbook and ruthlessly prioritize to deliver high client service.
• Internal Customer Advocacy: Identify new opportunities to unlock value for your customer through collaborating internally with cross-functional teams. Be the biggest advocate for your clients and innovate and explore options to continue to drive customer results.
• Metrics Achievement: Consistently meet or exceed revenue retention & expansion / customer satisfaction / product adoption goals.
• Industry Insight: Familiarity with the relevant industry and market trends in the early talent / EDI space.

Your Experience
We focus on hiring values-aligned people because we believe the right person can learn all the things to be successful in their role. We encourage all job applicants to apply even if they are nervous to do so. Uni degrees aren't required for any roles, and career gaps or switches are totally welcome.

• Experience managing large Enterprise Account customers: Proven success managing and driving success (revenue retention & growth) with large enterprise accounts (ideally for a B2B SaaS company).
• Customer Success Expertise: Strong track record of navigating large, complex organisations to find the "champions" and build and strengthen those relationships (virtually and in person).
• Stakeholder Relationship Building: Demonstrated ability to cultivate and maintain authentic relationships with business users across various locations as well as VP level execs.
• Goal / Metrics Achievement: Consistent history of meeting or exceeding revenue and retention and expansion targets and product adoption metrics.
• Reliable Project Management: Experience owning and managing a high value book of business - ability to analyze, prioritise and manage competing tasks/projects with the ultimate goal of ensuring a seamless and great customer experience for our customers.
• Story Telling with Data: Demonstrated ability to use data to tell Forage's story and also communicate ROI to customers, in a compelling and clear way.

What we're really looking for:

• Commercial, ambitious, scrappy and results-oriented individual who wants to be a top performer
• Excellent communicator (written & oral) & executor with attention to detail
• Deep sense of curiosity, obsessed with learning about our customers and our product
• Self-starter who believes nothing is beneath them and nothing is above them
• Master relationship builder, someone who genuinely loves building meaningful connection with people and team mates
• Individuals who believe in the benefits of democratizing access to education (we're a mission-driven team here at Forage!)

Why work at Forage?
Forage is a small but dynamic team of builders who are passionate about equipping people with the skills to find their dream job. We are a global team, based in offices (and home offices) across the United States, Australia and the United Kingdom. We have offices in New York City, San Francisco, Sydney and London.
Working in our team includes the following benefits:

• 20 days of paid vacation leave
• Company-sponsored 401(k) plan
• Top-tier medical, vision, and dental plan for you and your dependents
• Company-paid basic life insurance
• Health Savings Account (HSA), Flexible Spending Account (FSA), and Dependent Care FSA (DCFSA)

• Paid parental leave packages (18 weeks for primary caregivers; 8 weeks for non-primary caregivers)

• Home office setup stipend
• Flexible work schedule

We celebrate diversity and we want people of all backgrounds, beliefs, and experiences to join our team. Even if you feel like you only have some of the qualities outlined in a Forage job description but you still feel like you are the right person for the job, we encourage you to apply. We do not discriminate based upon gender, race, ethnicity, religion, color, age, religion, disabilities, sexual orientation, or other applicable characteristics. Employment decisions are purely based on qualifications, skills, and business needs.
You'll fit in at Forage if you're different; if you stand out from the crowd; if you have a unique perspective and you like being creative. If this sounds like you, we want to hear from you!