Job Details

WHO WE AE: We are Aztec, the acknowledged global leader in learning solutions for adult education. We're the most used and trusted brand in both print and digital learning solutions for adult learners, offering resources for literacy, job skills, adult basic education, high school equivalency, college entrance, career tech and more. We seek highly motivated, talented and community-oriented candidates with a passion for supporting learners!

Job Summary:

As the Client Success Team Manager at Aztec, you will lead a team of Client Success Representatives to ensure exceptional service delivery to our clients. Your primary responsibility will be to oversee client engagement, drive customer satisfaction, and foster a customer-centric culture within your team. You will work closely with other departments, including Sales, Product Development, Marketing and IT Support, to enhance client experience and ensure that our ALS platform meets our clients' educational goals leading to continued renewal and expansion.

ESSENTIAL FUNCTIONS:

• Team Leadership: Manage, mentor, and develop a team of Client Success Representatives, setting performance goals and conducting regular performance reviews.
• Client Relationship Leadership: Lead the team's client relationship strategy to maximize relationship, satisfaction and retention. Coach team members in proactive account management and serve as the escalation point for high-impact client issues.
• Performance Management: Establish, track, and report on key performance indicators (KPIs) to measure client success and team effectiveness, such as client satisfaction and risk scores, usage management, service level agreements (SLAs), and engagement metrics.
• Process Management: Develop and implement strategies and processes to enhance the efficiency of the client success team, improve client onboarding, usage, training, and ensure consistent delivery of exceptional service toward renewal and expansion.
• Training and Development: Ensure the team is well-versed in our products, services, client engagement techniques, and industry best practices.
• Client Feedback and Advocacy: Represent the voice of the customer internally and advocate for their needs.
• Collaboration with Other Departments: Identify expansion opportunities and ensure seamless client cycle management. Work closely with Sales, Marketing, Product, and Support teams to align client success strategies with company goals and ensure a seamless client experience.
• Reporting and Analysis: Prepare regular reports on client success metrics, usage, assessment based needs, testimonials and provide insights to the executive

ESSENTIAL EDUCATION, SKILLS AND EXPERIENCE

• Bachelor's degree.
• Preferred: Master's degree and relevant organizational management certifications.
• 3-5+ years of proven track record of leading high-performing client success teams.
• 10+ years of experience in Client Success, Account Management, or related roles in SaaS (EdTech or Education industry strongly preferred).
• Strong understanding of customer lifecycle management, renewals, and expansion strategies.
• Track record of scaling Client Success teams and programs in a SaaS environment, including implementing segmentation, digital-first engagement, and data-driven health scoring to support relationship, usage, growth and retention.
• Excellent communication, presentation, and relationship-building skills.
• Analytical mindset with experience using CRM and success platforms (e.g., Salesforce, Gainsight, HubSpot, or similar).
• Passion for education and technology, with a client-first mindset.
• Leadership: Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Communication: Excellent verbal and written communication skills, capable of interacting with clients and team members at all levels.
• Problem-Solving: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
• Client-Centric Mindset: A deep commitment to understanding client needs and delivering exceptional service.
• Technical Proficiency: Familiarity with CRM systems, client success tools, and SaaS platforms including Microsoft Suite, Salesforce, Hubspot, etc.
• Organizational Skills: Ability to manage multiple priorities, projects, and client accounts simultaneously.

Travel:

• Travel may be required for client meetings, team events, or industry conferences up to 30%- 40%.

What We Offer

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Job Type: Full Time

Work Location: Remote

Equal Opportunity Employer

Aztec is a proud equal opportunity employer.