Customer Success Manager

**Who we are:** Rubric is Australia’s fastest growing student success platform that now serves over 100 universities to over 2,000,000 students across Australia, New Zealand, Canada, US and the UK. Campus Life administrators (SU’s and SA’s) and Student Groups (Clubs \& Societies) leverage Rubric’s platform to widen access to funding, increase student participation and accelerate student engagement from enrolment to graduation. Rubric’s modular platform allows institutions to manage their administration needs and focus on student engagement initiatives, to manage and improve student retention. **About the role:** We are seeking a motivated and detail\-oriented Customer Success Manager to join our growing team. In this role, you will be the primary point of contact for all our US/Canadian customers, ensuring they derive maximum value from our products/services and provide a positive NPS score. Assist our product engineers in understanding client demands and find solutions together, to deliver client success. **How we operate:** We are a fast\-growing company where agility, adaptability, and ownership are key. Everyone on our team is a problem solver, and we thrive in a dynamic environment where priorities shift, challenges arise, and solutions are built on the go. As a Customer Success Specialist, you won’t just be managing customer relationships \- you’ll be a strategist, a problem solver, and an advocate for our users. You’ll collaborate closely with product, sales and support to improve customer experiences, streamline onboarding, and drive retention. If you’re looking for a role where you can make a tangible impact, shape processes from the ground up, and grow alongside the company, this is the place for you. We expect you to take initiative, work autonomously and be comfortable navigating ambiguity. In return, you’ll have the freedom to experiment, the opportunity to learn rapidly, and a team that supports bold ideas. If you’re excited about building something meaningful in a fast\-paced environment, we’d love to hear from you. **Key Responsibilities:** ● Customer Onboarding: Guide new customers through the onboarding process, ensuring they have a smooth and positive experience. ● Account Management: Maintain regular contact with customers, providing support, answering questions, and ensuring they are fully utilizing our products/services. ● Customer Retention: Proactively identify potential issues and work to resolve them before they escalate, aiming to reduce churn and increase customer satisfaction. ● Product Training: Conduct product training sessions, both one\-on\-one and in group settings, to help customers maximize their understanding and usage of our offerings. ●Customer Feedback: Gather and analyze customer feedback, and work with the product engineers to implement improvements based on high priority customer needs. ● Software Issues \& Bugs: Act as the primary contact for any software issues or bugs reported by customers. Work closely with the engineering team to ensure timely resolution of these issues. ● Implementation Management: Manage the overall implementation of our products across all of our university stakeholders, ensuring smooth deployment and adoption of the software. ●Reporting: Track and report on customer success metrics, including customer satisfaction, retention rates, and product usage. ●Collaboration: Work closely with sales, product, and engineering teams to ensure customer needs are met and to drive continuous improvement. **What we’re looking for:** ● Exceptional project management skills ● Someone who loves process and is an expert in maintaining their CRM diligently ● Strong customer relationship/account management skills ● Ability to handle senior leaders and set expectations ● Travel to customers occasionally (Canada, US) ● Exception problem solving skills ● Exceptional data analysis \& slide work ● Ability to make data driven decisions ● Ability to train new customers and users \+ manage roll out schedules ● Motivated to get the user experience right. ● End\-to\-end performance optimizations. ● Previous customer success experience ● Previous startup experience. ● Bonus \- Technical Skills Proficiency: ○ SQL ○ Data analysis/Advanced Excel **Expectations:** ● Domestic/International travel ● Capable of hosting meetings with stakeholders, including c\-suite clientele. ● Capable of training new customers/users, raising issues and managing schedules. ● Strong relationship building ● Actively involved in product planning with engineering team ● Proactively seeks additional work. Able to be self\-sufficient and contribute to team goals. ● Seeks to identify project risks and autonomously keeps projects on track. Keeps the team updated. ● Contributes outside their core projects, including code reviews, interviewing, and establishing company/engineering culture. Pay: $75,000\.00 \- $85,000\.00 per year Benefits: * Flexible schedule * Paid time off Application question(s): * Do you have experience in setting up and working with a CRM? * Please share your Linkedin Profile URL Education: * Bachelor's Degree (preferred) Experience: * Customer relationship management: 3 years (preferred) Language: * English (required) Willingness to travel: * 25% (required) Work Location: Remote